Pegasus Airlines
reviews and complaints

on august 28 me and my wife flight schedule at 21:55 on flight # pc 779 with pnr GYG8c9 from istanbul S.GOKCEN to telaviv. I have arrived at the departure area about 8:15 then i follow the counters which said all flights there were a lot of people and i supposed had to wait like all others, but when my turn come and reached the counter to check in the person who sat behind the counter told that i can't check in because i came late i have to explain to him that i have been waiting for over an hour and that is not my fault that all counters accepting all flights and kept arguing without any result then he said that i should speak to the supervisor and i did so the same thing i got no answer and no help saying i have arrived late even still about an hour to the flight ; she just keep saying i can not help you. I found this treatment unacceptable and harsh especially i have tried to explain to her that my mother have passed away a few hours earlier and i must travel. Even i asked her if i can travel on a different flight but without any response any regret i had to give up going to istanbul ataturk airport buying tickets that costs me 1800$ just to go back and share my family graving my mother.
All of my asking is a letter of apology and a compensation on a flight they did not let me on.

I had booked my tickets thorough clear trip to Istanbul and I had to cancel my tickets due to unavoidable circumstances

I had cancelled my ticket one month before and received an email from the support team that Pegasus Airline refused refund as it s a non refundable ticket I agree it might be my mistake would have not checked properly but if I cancelled a ticket a month before that means the Airline for sure had filled their seats thus Pegasus is not being fair not being to process my refund

I am extremely disppointed on hearing this and would appreciate any actions from your side to push the airline for the refund

My trip Id is : [protected] also had attached my eticket

Flight PC406 23/08/2018 21:45 pm
My daughter is using a wheel chair and not moving properly we were seated in raw 6F she needs the bathroom very urgent and the staff were chatting and closed the curtain, I informed them twice she told to go to the toilet at the end of the plane because one crew member is planning to use the toilet.
My daughter couldn't control herself and had to pee on the floor in front of staff and passengers in her clothes
This is not the first time the staff behavior is very rude and unaccepted while flying with Pegasus

my wife was traveling today from istambul to lebanon 11:45 pm with my daughter of 6 years old, because of a stroller the hotest start shoting, and calm the captain, the captain without any explication put my wife out of the plane and my daughter travel alone to lebanon . this comportment of the captain and the hostest are inexaptable and i will have to process your company in the international court . the process will be open from moday, and also the company in lebanon will be process in the lebanese court .

Reservation (PNR) No. CJGYWA
Ticket No's.: [protected] (A. Karbassi Amel) & [protected] (S. Zekrollahi)

Dear Customer Service Manager

We write to complain about the treatment of Pegasus Airline staff at Istanbul Sabiha Airport and the loss & damages we suffered at the hands of your staff. We were unlawfully stopped from boarding our scheduled flight and we were mistreated, intimidated and abused by your staff. Their behaviour was unjustified, inhumane and humiliating. This is a serious issue requiring your urgent attention.

On 11 June 2018, my husband and I were traveling by Pegasus Airlines from London to Tehran with a transit stop at Istanbul Sabiha Airport for about 2 hours. At Sabiha Airport gate No 201, where our connection flight was due to board, Pegasus agents checked our boarding passes, passports and handbags by signing off our boarding cards and checking us in. They asked us to wait for boarding to begin. At the passenger boarding bridge, Pegasus agents came to us suddenly and unexpectedly, grabbed our handbags in a rude manner and began to weigh our handbags, which had been checked and tagged in London and earlier in Istanbul. They pulled our bags from our hands and moved to the corner of the hall asking us to step aside! We followed their instructions as we were so terrified. We were shocked of their behaviour!

They started shouting at us and one other passenger who was also in the same position asking the Pegasus staff - and expecting from them - for some courtesy and respect instead of shouting at us all. They did not allow us to board our plane and when we protested, we heard only one word from them: "No Tehran, No Tehran"!

We were worried about missing our flight. We spoke politely with the agents telling them that we were transit passengers, and our bags had been originally checked and had a Pegasus airline tag, and we were merely transit passengers. I approached one of the staff who were shouting at us using verbal abuse, to calm them down so we can pay if necessary.

A man named Mustafa - supervisor apparently - joined the Pegasus crowd with loud voices and put us under verbal bombardment. We explained to them that our handbags were originally checked and verified at the Stansted Airport (our origin) and nothing had changed since. They said that we should provide the name of the person who tagged our handbags at Stansted! We were very anxious to get to our flight and told them that we did not have the names of their colleagues in London Stansted because they do not give their names to anyone and it is not very common for air passengers to note down the names of airline staff!

Unfortunately, in this situation, the number of Pegasus workers who rushed towards us, grew more and more. Our boarding cards were snatched by them and after a while they took also our passports and kept hold of them, which they had absolutely no right to do. As you know, everyone's passport is quite personal and should be in their possession all the time and cannot be taken away by anyone unless the authorities in the country ask for it.

We were getting more concerned and anxious. All Pegasus staff - men and women - were getting more illogical and ruthless, not at all showing any willingness to calm down or try to ease out the situation or let a peaceful outcome. We were fully aware and respectful of the rules and regulations and all we wanted to do, was calm down the situation so that everything can be resolved peacefully. Some of the Pegasus agents were clearly asking for money from us, they were openly asking us to pay them €360 in cash! We were not doing anything just standing aside to see how the staff would resolve the issue. Unfortunately, they were refusing to return our boarding documents which they had taken from us mischievously.

Another passenger named Mr. Eshaghi, who arrived from Hamburg was also in the same situation. Several Pegasus agents verbally attacked him, insulting us all and using abusive words. Mr Eshaghi called on the superiors to speak to us with respect and politeness, we asked them to keep calm and not to insult anybody. Unfortunately, the supervisors did not want to control the situation calmly. Finally, Mr. Eshaghi announced that if he was not treated with respect, he would report their behavior and requested the police to be informed. We asked several times to inform the airport security police. But they refused and kept treating us with disrespect, refusing to return the boarding documents to us.

This resulted in him announcing loudly that if they did not change their behavior, he would start recording their treatment of us on his mobile and then begun to take videos and selfies with clear announcement of his intentions to Pegasus officials, stating the date and time of event in a clear voice. The Pegasus staff confronted him that "you have no right to take video". He said there were no indications to forbid use of mobile cameras, in addition he had clearly announced and warned them of his video recording intentions.

The only thing I could do was to invite everyone to calm down. I went straight to the supervisors. I even went to talk to the female staff to appeal to them to be reasonable and calm their colleagues down. All I did was to invite them to keep calm and reasonable and to solve the problem logically for the passengers. But unfortunately, the staff and supervisors of Pegasus did not want to move in this direction. They were shouting at us and kept screaming: "No Tehran, No Tehran"! A Pegasus female staff came to me and Grabbed my passport from me mischievously, refusing to return it to me. I got very upset and started crying, asking her why she did that and begging her to return my passport.

My husband politely asked her for my passport back. I was shocked to see that she denied having taken my passport and flatly refused to return it saying that she did not have the passport! This made everyone more distressed than before, and my husband realized that my passport was in the hands of that Pegasus employee. He took the passport and tried to point out to her that it was our passport, but she tried to snatch it back by pulling it from my husband's hand! Unfortunately, her other colleagues who joined forces with her took my husband's hand and her hand at the same time. They were trying hard to snatch the passport from my husband and exerting pressure on his hands and their colleagues hand. She was not willing to give up and was just pulling the passport while claiming that her hand was in pain! Fortunately, the pain was not that much as she persistently was pulling the passport, and her colleagues were pulling her hand exerting some pressure and coercion on her hand. My husband's hand and arm were under pressure of her colleagues. It was one against 4 to 6 members of Pegasus staff!

During these events, another Pegasus agent who was worried about the video recording being made by Mr. Eshaghi from their unlawful behaviour, approached Mr Eshaghi and snatched his mobile phone away. The Pegasus agent disappeared from the crowd with Mr. Eshaghi's mobile phone, Mr Eshagi started asking for his mobile back and the next moments when he returned the mobile, it turned out that all the video files, including Mr. Eshaghi's personal videos with his wife, had been erased. Unfortunately, his phone had been damaged as well and screen was broken.

While Pegasus staff members should not be concerned about filming and video because they claimed they were following the international airline rules and regulations set by Pegasus! They should have been more concerned about resolving this situation and stop the unnecessary mess they had created, to the benefit of both the passengers and the Pegasus company! Alas, their behaviour proved completely the opposite.

In the process of confrontation and heavy handed behaviour of Pegasus staff against us, they threatened to inform the police, and within a few minutes, police officers arrived at the scene! We were surprised that, despite our cries for police presence earlier to resolve the unpleasant situation, police did not attend as they were not called. However, they arrived within minutes - at the request of Pegasus staff - to make counterclaims and false accusations against us!

We were taken to the police station, our passports were stamped by the border police without our knowledge, our luggage were damaged. At the police station we asked for a lawyer or an interpreter, but our requests were completely ignored and our basic human rights were violated. Our accuser Pegasus staff acted as the interpreter! During the whole period of interrogation all the conversations were in Turkish which we did not understand a word.

Statement from Mr. A. Karbassi Amel: In order to be released, I was forced to sign a statement in Turkish which was not read or translated to me, I did not understand a word of it and I cannot agree to anything written in it as I did not understand it. I totally refute that statement and reject it as it was nothing but a false statement by prejudiced Pegasus staff which I signed under duress. I was denied access to consular assistance or to a lawyer or even a proper impartial interpreter. I hold Pegasus Airlines fully responsible for having caused all this to me.

Statement from Mrs. S. Zekrollahi: I witness the above as being true and correct to the best of my knowledge. In addition to the above, this has put tremendous pressure on me and has caused a lot of stress and shock to me with long term consequences and has made my journey from hell. I hold Pegasus Airlines responsible for all the sufferings and damages that I have incurred.

In brief:
1) Pegasus staff illegally prevented us from boarding our scheduled flight;
2) Pegasus staff unlawfully seized our passports and personal properties, confronted us brutally, were extremely rude and aggressive and mistreated us; they demanded money from us against the regulations;
3) They took us to the police station without any translator or access to any attorney

The Pegasus staff made false accusations against us and caused us extreme distress and aggravations. As a result of missing our flights, we truly suffered in their hands with a lot of pain and anguish, as well as financial losses. We had to purchase a separate ticket to continue our journey the next day. We are claiming compensation for all our losses and expect you to look into our grievances. We expect you to look into our complaint with view to a swift resolve. We have already consulted our solicitors and reserve the right to pursue our claim against Pegasus Airlines at the UK and European courts.

We await your prompt response.

Yours faithfully

Mrs Solaleh Zekrollahi
Mr Ali K Amel
Email: [protected]@hotmail.com

I flew to Turkey with Pegasus on 06 July 2018 and I4 July 2018 and on both occasions
myself and family + 2 other passengers noted that someone was smoking during the flight.I informed the air hostess who told us she will check.After few minutes she told us there was nobody smoking! After that I went to the loo and the smoke of cigarette was very strong so I called the air hostess and she proved that it was indeed cigarette smoke, strangely she did nothing except to offer spraying air freshener!
The truth is smoke was emanating from the pilot's cabin
Please look into this serious matter.This is the 3rd time we sense of cigarette smoke whilst on board Pegasus to and from Istanbul to Abu Dhabi

To whom it may concern.
 
Ref: Damaged Luggage
 
Flight: [PC 3503]
 
I flew with your airline on [July 10] between [Capadocia Kaseria airport] and [Antalya airport].
Upon my arrival, I proceeded to the baggage claim area. There I found my luggage and was thoroughly dismayed to see that it was badly damaged.

Needless to say I did not expect this type of service, and resultant damage, from your company. I do expect immediate reimbursement for your mishandling of my luggage. I also expect that you will speak with the ramp personnel responsible for the damaged condition of my personal property. Travelers select the carrier to travel on. Don't give travelers, like myself, a reason to avoid selecting your company.

My bag was original US polo luggage suitcase. I would like to claim US$ 350 compensation for my damaged luggage.
 
A damaged report was filed at the airport by Havas Groud Handling Company. Ref: no. Is AYTPC45583/10Jul18/1943GMT

Yours faithfully,
 Hina Qureshi

Hello

Today I flew from Izmir to Athens and had a baggage to check-in. My tent was attached to my rucksack. When I arrived in Athens, the tent was gone. I went to the "lost baggage" service on the airport in Athens. The person there told me that the airline is not responsible to things attached to the check-in baggage. I have never heard of this rule bevore and the personal in Izmir didn't inform me about this. I'm very diappointed about this and sad, because my tent was costly and also a very important item for my travels. If not cared about this case, I don't see a reason to fly with pegasus anymore. If you don't help to find my tent I see myself robbed of my personal belongings that I gave you and trusted you with. I hope you can give me a useful answer.

Flight Number Izmir - Istanbul PC2189
Istanbul - Athens PC1193

Hope to hear from you.

E. Mathis

Dear,

To whom it may concern.

My name is Abdel Nour El-Khoury and I was travelling from Stockholm to Beirut where I faced the most humiliation ever in my life with the Pegasus land team at the gate at Sabiha airport before the departure.
In details, I checked in my luggage at Stockholm airport on the 30th of May 2018, everything was normal, my big luggage was around 20 kilos (attached pic of boarding pass along with the luggage tag) and i had a small case with 8 kilos cabin luggage as per regulations. I bought chocolate and biscuits from Stockholm duty free (attached bill) and I hold them with duty free bag.
Everything was normal till the time of departure at the main gate number 19 at Sabiha airport, when I gave the boarding pass to the lady on duty she cut and gave me the small boarding pass (attached pic) a guy waiting at the gate stopped me and said give me your hand luggage, I asked him why, he said to check it, I said OK, than he said you exceeded your hand luggage more than the regular weight, I replied that I bought chocolate from the duty free of Stockholm and I put them inside the bag, he said give me your boarding pass and he took it from me, I said what you want, he replied that I have to pay extra weight, I told him that I don't have extra weight I bought chocolate and biscuits from duty free, he said show me the bill to believe you, so I showed him the bill from Stockholm duty free (attached bill) he said OK but you can't leave without paying, and he started shouting in front of all the passengers like if I was a thief or convict, I told him please lower your voice stop shouting and I asked him can you call your manager or superior, he said I am the responsible here, his name is "Mustafa" and he wears eye glasses, I told him give me my boarding pass and let me travel please, he started shouting by saying if you don't pay you will stay here in Turkey, I said why you are acting like that, he said pay or stay you have 2 minutes, than 1 minute we are closing the gate.
I told him how much you want, he said for the extra weight you need to pay 120 euros, I told him are you crazy the chocolate I bought worth 30$, then he started to reduce price to 105$, I told him Mustafa it's RAMADAN let us go please and no need for all this, he said you have 30 seconds to pay final price 70$ or you stay no more talking with you. So after almost 30 minutes of humiliation in front of all people I paid 70$ to him and I asked him for receipt but he didn't give me anything and he said go because I was the last passenger on board.
Please note that almost all passengers on board the aircraft were carrying more than 8 kilos as hand luggage.
After all that, when I entered the plane they took my hand luggage because they said that there's no space for it because the plane was full (attached card) they will put it with the big luggage with all the big luggage.
Please find attached pictures of luggage on passengers' seats during the flight, is this possible?

Dear, I am a frequent flyer and I have started new business in Stockholm and I a frequent flyer, what happened with me is unacceptable and unprofessional.
If you won't take any actions in this regard I'm sorry to say that I won't travel nor recommend your airlines and I will publish my story with the evidences on social media and IATA organisation.

Waiting for your prompt reply.

Regards,

I was leaving home from Spain, as a transit passenger to Turkey and my final final destination was to Beirut. I am a university professor and I was there in a conference for a couple of days. It was on May 27th, 2018, and the incident took place exactly at 11:00 a.m.in Barcelona airport/ terminal 2. The receptionist misbehaved and did not treat me and my colleague respectfully.in addition, he threatened us of becoming stricter if we argue with him. he wanted to take 50 euros for no excuse or else we shall not have our bags on the airplane. I asked him for a seat by the window, and we were the 1st served passengers; he agreed but later we discovered that he put us at the end of the airplane and in the middle. There was a guy named Jose who was quite helpful but the other guy rejected to give me his name.
The flights were awful and I will not travel again by this company. Better pay more than being discredited by your employees.
The solution is to receive a letter of regret from this unprofessional employee.
Regards,

Hello,
I bought an electronic no ticket to fly to Athens with a connection at Sabiha Gokcen International Airport. The journey started from Madrid on the 17/05/2018 and I arrived at the above airport where I had to spend all the night in the airport transit waiting for the connecting flight to Athens at 6.30 am. All flights were announced through the airport PA system and all the customers that were delayed in reaching their gates were being notified through the PA system also. My flight was never announced. Because I was extremely tired, I was late realizing that my gate was closing in 10 minutes. I tried, frantically to find the gate in time but by the time I reached it at 6.25am it was too late. The staff at the airport spoke very bad English and seemed unwilling to help me when I tried to get quick directions to my gate. Even after I missed the flight, while in transit (!), the Pegasus staff were very reluctant in helping me get another flight.
This resulted in me being forced to buy a return flight to Madrid as my business appointment in Athens was missed. No Pegasus staff offered me any solutions or a free flight back or any form of compensation.
My flight was missed because there was announcement of the flight or my name. Therefore, I am now requesting a full refund of both my tickets.
Please note that If my request is not satisfied I will escalate my response and actions and will include all my expenses

dear Pegasus airline

my flight number 825 was Horror first of all

the flight abut falling off after that they take as to Belgrade the captain in air plane was most of time talking Turkish language we are scare because the air plane was abut falling off he should explane in English what he is going to do or what the problem after that they take too much time to take as to Bosnia from Belgrade by bus even bus driver was stooping in restaurant & we don't know why he stop at least somebody should tell as (we will stop for food) all that from my time around 8hr we get tired too much i am having 2years baby with me my family was scaring to much & staff was care less there is no security in airplane they was telling as to put bags under seat finally i under stand is low cost flight after all this horror & time cup of water they not give

thanks

contact no [protected] Hassan Ahmed

We flew from Istanbul via Antalya to Amman on 10th April 2018. Our luggage was booked straight through to Amman. When we arrived at Amman the morning 11th April our luggage were not there. After hours of waiting for it and reporting it to Pegasus Baggage Services at about 4am in the morning, we had no option but to leave the airport empty handed.
Please urgently assist as all our clothing for the rest of our vacation (10 days) and all our shopping done in Istanbul are now missing.
My email: [protected]@gmail.com

Await your urgent response.

Mrs Moneefa Masoet

Regards

Flight number: PC-972
Departure airport: Stuttgart
Arrival airport: Istanbul
Date of the flight: 21 December 2017
Telephone number: 0049 [protected]
My address:

Dear Customer services,

Booking reference and/or flight number: 2GMWWL,

Booking Reference:

I am writing to you to make a formal complaint about your staff and the poor attitude I received on a recent flight. I do not feel the standards you are delivering meet the standards expected from a reputable airline company. As a customer facing organisation I would expect that you understand good customer service, and hope that you will pick up this matter as a quality issue.

To explain this in more detail:
At 21 December 2017 I had a flight from Stuttgart to Istanbul with Pegasus airlines. The flight had more than 1 hour delay and all people were waiting for flight. I had also 10 kilogram extra luggage which it was paid! and also one hand baggage and one small bag with chocolates which was gift for Christmas! (hardly around 1 kilogram!). I also had one backpack with my laptop.
I was checked in and get my boarding pass without any problem! nobody said you have extra bags!

When I wanted to enter to airplane! the girl who was checking boarding passes stopped me and said you have extra bags and you should pay 50 euro!
I said that in the check-in time the guy at desk didn't tell anything and now you're asking for 50 euro! while airplane wants take off!
It was so stressful time for me! All people went throw the gate and the doors were closed! I was standing with girl and she wanted 50 euro for my extra bags! while it was just one bag of chocolates and in the check-in time was not any problem with my bags!
She was so rude with me and behaving like a person catching a thief!
Finally she took my chocolate bags! which was my gift for family!
That flight was horrible for me! I felt misbehaved and sad for choosing Pegasus as a airline for my flight! why somebody should allow himself to behave like that with me just because of a bag!
It was a shame!
Now I'm complaining the Pegasus airline because of several reasons:
1- Inconsistent behavior of officers. In the check-in time nobody said you have extra bags but the girl in the gate stopped my and behaved very badly with me and asked for 50 euro!
2- The behavior of girl was very bad with me and during the flight I was not at a good feeling. Pegasus created such a bad feeling during the flight.
3- The flight had more than 1 hour delay and I lost one of my important meetings at Istanbul.

I am disappointed with the distress that your organisation has caused me at this time and I expect a response to my correspondence within at least 3 days. This matter should be prioritised, and I find it reasonable to resolve this within 14 days. If this is not the case, I will be escalating my case without hesitation.

Please reply to my resolver email account as I would like to keep all of my communications in my personalised complaints case file.

Yours faithfully

Mohammadreza Zolfaghari

Service Reference:
Address: Georges-Kohler-allee, building 052, 1st floor, , Freiburg, , 79110

Dears,

Pls. have attaced the original communication email since 13th Nov 2016 regards with the related agent in the Kingdom of Bahrain "Sanad Travel & Tourism" with no resopponse till date.

We have all the written followup communications with the above agent with no reply and the only phone reponse that they are taking care of the issue and they will get back with the update!

Your support is needed.

Thanks and regards,
Husain Neama +[protected]

During my last flight with your company, Pegasus have damaged my baggage (the bigger suitcase, which is being sent).
I've approached the lost property office at the airport, and requested for a documentation for this event.
Also, please check a photo of the damaged suitcase.
The type/model of the suitcase is:
I've showed the suitcase to the local shop that sells and provides warranty & service for the suitcase, but they refused to provide service, as this clearly a physical damage (not covered by warranty).
Also, they said that the suitcase CAN'T be repaired, as the wheel has broken in such a way, that it bent the internal channel that holds the wheel.
Please provide me a refund for the damage caused by your company.

P.S Attached:
1. scanned documentation from the airport personal.
2. photos of the broken part of the suitcase.
3. HTTP://WWW.1unomas.com/20-suitcase-Carry-on.html - price (100 EURO). This suitcase was purchased at a local distributor, and the actual price in NIS was higher.

Because of a problem on pegasus website, i've called the company directly, explained the problem (That I can't submit a complaint on their [censor] website) and the representative simply said "I can't help you" and dropped the line.

flight Pc 1162/9134 30/9/17
SG6Q6H
Mr Garry Sellers / mrs karen Wilson
departure supposed to be 14.00hrs stanstead left 17.15hrs

Missed PC 1934 21.00hrs to Cyprus
Told to pay visas £ 40 so we could be taken to a hotel
back to airport an put on a flight at 6.15 on the 1.10.17

arrived Cyprus but 2 suitcases were missing on baggage transfers
waited for next flight not on that one
so taken to hotel

had to purchase some Toiletries, sun tan lotion, and some shorts and swimgear, £ 145.00

Suitcases then arrived on the 2.10.17

If we can claim for monies paid out for visas and costs incurred because of loss of luggage and delays to flights, resulting in us arriving at hotel
12 hours later.

plse advise if you need copy of visas stamps and receipt for clothes and toiletries,

plse acknowlege complaint form and wait to hear form yourselves

br G Sellers

We, were offloaded from the flight in the morning at 7 am when the flight was supposed to leave at 4'20
We were told to go home and wait.
At 5 we get a call that the flight will leave at 9pm. We reached at, 6.15took the boarding and said the flight will leave at 9 after waiting at the gate F1 we, get news that it's still delayed .
Worst ever experience in international flights .I would say never to fly on this airlines to anyone the staff is not on the ground area to inform any news .No one is helping us at all and still not sure what will happen.

I have sent numerous letters with regards to the above and never had a reply. This is has been going on a very long time. I can never get hold of anyone on the phone either.

Please tell me who I can contact! This is from sept 2015! Our plane from Konya was delayed and we missed the connection at Istanbul and was unable to get a flight until the next morning. I was put up in a hotel in a non English part of Istanbul and was very worried bing on my own. I missed a days work as well. The airline did not care about me being a female on my own.

We would like to congratulate Pegasus Airline because of some of it's employees in Kayseri airport; Ayfer Coşkun and Akant Dogan.
We think the staff is one of the most important  aspect of an organization and the high level of service,   kindness, commitment and passion of them
concluded in high customers satisfaction.

We want to say thanks because they helps us in a difficult situation and finally we could travel to Istambul without any trouble.

That's the kind of people that airlines need!

Thanks you very much!

Yukari and Oscar