Damaged Luggage on Pegasus Flight – Poor Handling and Delayed Compensation
During my Istanbul-Munich trip with Pegasus in July, my luggage was damaged; the wheels broke off the bottom. As it was my first trip, I was unsure what to do. I approached an airport staff member to explain my issue, but they seemed not to understand English. Thankfully, a nearby passenger assisted me with the process. Instead of receiving a replacement suitcase at the airport as per protocol, the staff member told me to leave and assured me that the report would be filed, but gave no contact details when I asked how I would know if my report was processed. I had to carry my broken luggage out of the airport.
Five days after submitting my report, I received no email or call. It took me 20 minutes to reach customer service, after which I finally received the email that was supposed to arrive on the first day. I promptly sent the report with photos, explaining that the matter needed urgent attention as I was returning to Turkey. After returning to Turkey and making multiple calls over two weeks, I was finally told I would only receive a repair fee instead of a luggage replacement, which was disappointing. My compensation was finally paid on September 3rd, and I received a survey—likely just for show.
If you encounter a similar situation, never leave the airport until you receive your new luggage, report, and take photos. Insist on speaking to a staff member who speaks your language, and if they try to dismiss you, demand the phone number of the highest authority and keep calling until your issue is resolved.
