I Canceled My Pegasus Egypt Flight Due to Surgery But They Still Denied a Refund

I had to cancel my flight to Egypt with Pegasus Airlines due to a serious health issue that required surgery. When I contacted the airline, they informed me that in order to receive a refund, I needed to submit a signed and stamped doctor’s report from a fully equipped hospital. Despite initially sending an electronically signed medical report—which they refused—I took time off work, visited the hospital again, and obtained the physically signed and stamped report. I emailed the documents as requested.

When I followed up by phone, a Pegasus call center agent told me I was eligible for a refund and that similar cases had been approved in the past. However, I never received a follow-up email. Only when I called again did I find out—informally—that my refund had been denied. When I asked why the decision had changed, they simply told me it was “due to company procedure.”

I don’t understand how a medical cancellation, backed by official documents stating that I am not fit to travel, is not enough for a refund. Instead, they offered to convert my ticket into a flight credit, even though I clearly cannot travel due to surgery.

This experience has caused me unnecessary stress on top of an already difficult health situation. I demand a full refund for both my ticket and my spouse’s, as this is not just poor service—it’s an outright disregard for customer well-being. Pegasus should be ashamed of how they handle medical-related cancellations.