Pegasus Airlines review: Customer service agent in Doha, Qatar

07/04/2024

1.50am flight from Doha to Istanbul

I had booked my children on a Pegasus Airline flight to Manchester through the main call centre in Istanbul. The children were to fly accompanied by their Aunt and Uncle but I purchased their tickets after their Aunt and so they were travelling on a different PNR number. The person I booked the flight with on the phone said this would not be a problem and had written a note on the 2 bookings to say they were travelling together and therefore not unaccompanied minors. Upon check in, the children were denied boarding and the Pegasus representative, Iqbal, was called. He was extremely unhelpful and rude throughout the 2 hours we were trying to resolve the situation. I called the Pegasus Main Phone Line and the agents there were very helpful but made it clear it shouldn't be an issue. Iqbal refused them check in and kept insisting on an email being sent by the agents on the phone - they did this several times but he maintained he had not received any emails. Eventually, the time ran out and I had to purchase 3 new tickets at a cost of 7,150 riyals for my children and their aunt. I have a separate claim in for this now but my main issue is with the agent in Qatar and his rude and unhelpful manner.

Kind regards,

Sara