Pegasus Airlines review: Formal complaint and request for resolution: tickets, financial damage, psychological distress, missing baggage

Dear Pegasus Company,

I hope this message finds you well. I am writing to formally express my dissatisfaction and address several issues that have arisen during my brother Dinor Beqiri's recent flight with your airline. The culmination of these issues has reached a level that is unacceptable, prompting me to set aside my usual professional duties to bring this matter to your attention.

My brother embarked on his first flight with Pegasus on January 6th at 11:30, with the itinerary Podgorica (Montenegro) - Istanbul (SAW) - Berlin (Brandenburg). Upon arrival in Istanbul from Podgorica, he was supposed to remain in transit from 15:25 to 17:05. Unfortunately, he missed this initial flight due to oversight regarding the time zone difference.

It is perplexing to me why your tickets do not explicitly state the flight schedule in relation to the local time zone. Consequently, my brother purchased a second ticket for the subsequent flight at 00:05 on January 7th (anticipating a wait from 17:40 to 00:05) to avoid missing the connection. He waited anxiously at the airport throughout the night.

To his dismay, upon attempting to check in at 09:00 the next day, his ticket was deemed invalid because he had not entered or exited the airport, a seemingly absurd requirement. Subsequently, he spent an extended period from 09:30 to 13:30/14:00 at the Pegasus Office attempting to resolve the matter. Unfortunately, his concerns were dismissed, and he was compelled to purchase a third ticket.

This incident has placed a significant strain on the budget of an individual under the age of 18, particularly one lacking prior travel experience. While I acknowledge that rectifying this situation is not an obligation on your part, the confusion surrounding the matter, coupled with the fact that my brother sought assistance from your colleagues at the airport without any response, is both unprofessional and disheartening.

On the same day, he had to find accommodation at the nearest available hotel, incurring additional unexpected expenses. Furthermore, on January 8th at 06:30, when he returned to the Pegasus Office seeking at least a confirmation for the second ticket, his efforts were in vain. Additionally, his checked baggage, containing valuable items, remains untraceable, and we are yet to receive information on its whereabouts.

All the aforementioned issues have been meticulously documented. I kindly request a professional response from your end, addressing these concerns comprehensively. This should include, at a minimum, a refund for the second ticket, compensation for the psychological distress endured throughout this period, and any other material compensations resulting from these circumstances.

Should the response from your company or customer service department prove unsatisfactory or lacking in depth, I am prepared to escalate this matter with legal representation. My intent is not to incur losses, but rather to safeguard the reputation of your esteemed company. Please spare no effort in providing a thorough response to these matters. I kindly request that any correspondence be directed to my private email address: [protected]@gmail.com.

I anticipate your prompt attention to this matter.

Sincerely,

Elsa Beqiri

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