Assaulted By A Pegasus Check-in Staff

On 5th February, at the check-in area of Sabiha Gökçen Airport (SAW), I was physically assaulted by a Pegasus Airlines staff member in front of hundreds of passengers and witnesses after seeking help regarding services that Pegasus had changed after taking payment. My elderly disabled mother, who required wheelchair assistance and was travelling for medical reasons, was also mistreated during this incident. She was left terrified, physically affected, and emotionally traumatised. The impact left her bed-bound for a week and she continues to suffer distress. During the incident I was shouted at, sworn at, threatened, physically attacked, followed through the airport, and told I would be prevented from boarding and banned. The situation escalated further when I was taken alone into a cellar-like room at the airport by a group including friends of the staff member and police, after already being physically assaulted and publicly humiliated. In that room I was threatened, intimidated, verbally abused, and physically mistreated while isolated, vulnerable, and in fear for my safety. At one stage I was surrounded by more than ten people while alone and deeply distressed. It was only when another passenger intervened that I felt any protection. Hundreds of passengers and staff witnessed this incident. Witnesses told me what they saw was shocking and unacceptable, and I understand some recorded parts of it. The staff member’s conduct was not simply unprofessional; it was threatening, abusive, and deliberately humiliating. After physically assaulting me, she continued shouting, swearing, using degrading language, threatening to “teach me a lesson” encouraging others to get involved, and escalating the situation instead of stopping. Multiple passengers intervened and told her to stop. As a direct result, I suffered a panic attack at the airport and continue to suffer trauma, anxiety, emotional distress, and psychological harm. My elderly mother also continues to suffer from the physical and emotional consequences of this incident. I previously complained to Pegasus and also sought help from the police at the airport, but they did not assist me and appeared to be friendly with the staff member involved, which made me feel even more helpless and unprotected. In light of the seriousness of this matter, I formally request the following: immediate confirmation that a full internal investigation has been opened; preservation and disclosure of all CCTV, body camera, and internal records relating to this incident; the identity and disciplinary status of the staff member involved; full details of your legal department or appointed legal representatives; and a written explanation of why evidence was deleted and why I was pressured to sign untranslated documents. I also request reimbursement of all fees paid for services that were withdrawn, compensation for the assault and abuse I suffered, and a formal written apology. I expect Pegasus to handle this complaint as a matter of urgency, to provide me with a clear written response and the outcome of the investigation, and to take all necessary measures to ensure that no other passenger is subjected to similar treatment in the future.