eDreams and Ticketcitizen Still Haven’t Refunded My Canceled Pegasus Ticket
On June 1, I purchased an airline ticket through the eDreams app for a Pegasus Airlines flight departing from Istanbul on June 6, 2026, at 12:40 PM. The ticket cost approximately $92. Because my travel plans were canceled the following day, I attempted to cancel the ticket on June 2 at around 10:00 AM. When I tried to process the cancellation through eDreams, I was informed that I needed to cancel the ticket directly through Pegasus Airlines. Following those instructions, I canceled the ticket with Pegasus.
Pegasus confirmed that the full ticket amount had been refunded and stated that the refund had already been processed on their side. However, despite several days passing, no refund appeared in my account. When I contacted eDreams again, I was told that the ticket had actually been issued through a company called Ticketcitizen and that I would need to communicate with them by email regarding the refund.
After contacting Ticketcitizen, they confirmed that they had received my refund request. However, they informed me that the refund could take between one and three months to be processed. At the same time, Pegasus insists that refunds are completed within a maximum of seven days. Due to these conflicting statements, I have been forced to send at least three or four follow-up emails to Ticketcitizen regarding my refund. Each time, I received generic responses such as “your refund process is ongoing” or “our team is handling the matter,” but no actual refund has been issued.
Neither eDreams nor Ticketcitizen has managed this process transparently or honestly. No clear timeline has been provided, no detailed explanation has been given, and both companies continue to shift responsibility to one another. As a result, I have been left without my refund for an unreasonable period of time and have completely lost trust in both companies.
I demand the immediate and full payment of the approximately $92 refund that Pegasus states has already been processed. I also request a written explanation and apology from eDreams and Ticketcitizen for the inconvenience, lack of transparency, and unnecessary delays that have caused me significant frustration and wasted time.