I Face Lost Luggage on Pegasus Airlines — Five Items Missing After Zurich Flight

Thank you for your attention and interest.

On October 29, 2025, my fiancée Ceylan flew from Gaziantep to Istanbul with Pegasus Airlines flight PC2403, and from there transferred to Zurich Airport. We had a total of five pieces of luggage on this journey, and when we arrived in Zurich, all our bags were shown as lost. Later, three suitcases were found, but two of our bags are still missing. An official report was filed for the lost luggage at Zurich Airport and we were given the report number zrhpc10123. Inside the lost suitcases were our medications, clothes, shoes, makeup set, and hand-knitted items made by my mother, which have high sentimental value. These items are extremely important to us both materially and emotionally, and we made sure to include every detail in the report and inform Pegasus completely. At the airport, we were told to wait for a 21-day process, but even though this period has long passed, we have not received any response by phone or email. Since October 29, there has been no development, and Pegasus has not actively communicated with us during this process. Despite calling many times from Switzerland, our calls were not answered, and when my brother-in-law and sister called from Turkey, the phones either did not ring or no one was interested. Moreover, although Pegasus should have called us, we were forced to call constantly from Switzerland to get information, and as a result of these calls, we faced a high phone bill of approximately 700 francs. So, we have been victimized in every way, both due to the loss of our luggage and the additional costs incurred while trying to communicate. Because of all these experiences, we have been seriously aggrieved. I request that our two missing suitcases be found urgently and that our belongings inside be delivered to us in full; if this is not possible, I demand compensation for our belongings, including our medications, personal items, and highly sentimental hand-knitted items, based on their actual value. In addition, I want a thorough investigation to be conducted and our grievance to be resolved urgently, taking into account the lack of information provided, the unresponsiveness to phone calls, the indifference shown, and the approximately 700 franc phone bill incurred from calls made from Switzerland.

Thank you

On October 29, 2025, I traveled from Gaziantep to Istanbul with Pegasus Airlines flight PC2403, and then transferred to Zurich Airport. We had a total of five pieces of luggage on this journey, and when we landed in Zurich, all our luggage appeared to be missing. Later, three suitcases were found, but the two suitcases belonging to me are still missing. An official lost baggage report was filed at Zurich Airport and we were given report number zrhpc10123. My lost suitcases contained my medication, clothes, shoes, makeup set, and knitted items made by my mother, which have great sentimental value. These items are extremely important to me both materially and emotionally, and all details were fully recorded in the report and submitted to Pegasus. All my baggage tag numbers and relevant report information are available in Pegasus and Airport records. At the airport, I was told I needed to wait for a 21-day process, but even though this period has long passed, I have not received any response by phone or email. There has been no progress since October 29, and Pegasus has not actively communicated with me during this process. Despite calling multiple times from Switzerland, my calls were not answered, and when my relatives called from Turkey, the phones either did not ring or no one responded. Moreover, although Pegasus should normally call and inform me, I constantly had to call from Switzerland to get any information, and as a result of these calls, I faced a high phone bill of approximately 700 Swiss francs. So, I have been victimized in every way, both because of the loss of my luggage and the additional costs incurred while trying to communicate. Because of all these experiences, I believe I have been seriously aggrieved. I urgently request that my two missing suitcases be found and all my belongings inside be delivered to me in full; if this is not possible, I demand compensation for all my belongings, including my medication, personal items, and the knitted items of high sentimental value, based on their actual value. I also ask for my grievance to be reviewed and resolved urgently, taking into account the lack of information provided to me during this process, the unanswered phone calls, the lack of attention, and the approximately 700 Swiss francs phone bill incurred from calls made from Switzerland. I request that this complaint be published and that Pegasus Airlines' relevant departments take it into consideration and respond to me as soon as possible. Ceylan Yıldırım

After our Pegasus flight on 29 October, with connections Gaziantep–Istanbul–Zurich, flight number 949 and PNR 1B955U, two of our suitcases were not delivered to us at our destination, Zurich Airport. At Zurich Airport the necessary procedures were carried out and a PIR report was issued (PIR No: zrhpc10123). The total monetary value of the items inside our suitcases is approximately 150,000–190,000 TRY. According to the Montreal Convention, it is clear that a bag must be considered lost if it is not found within 21 days, yet, despite 51 days having passed since the incident, we have still not received any definitive result or compensation payment. During this process we contacted Pegasus repeatedly both by email and by phone from abroad. However, each time we only received standard, delaying responses such as “the investigation is ongoing.” Because we had to keep calling for information, we were forced to pay an additional telephone bill of about 700 CHF as a result of calls made from Switzerland. The complete loss of our two suitcases, the extra cost imposed on top of that, and the lack of a clear solution for 51 days have caused us serious hardship. Furthermore, although we have filed multiple complaints (a total of three times) about the same issue on Şikayetvar, no concrete solution has been produced to date and no outcome has been communicated to us. Our request is that the compensation due for our lost luggage and the approximately 700 CHF in additional telephone expenses incurred during the process be paid to us promptly and in full. Otherwise, we inform you that we will file an official complaint with the General Directorate of Civil Aviation and subsequently initiate legal proceedings.

After our Pegasus flight on 29 October, with the Gaziantep–Istanbul–Zurich connection, flight number 949 and PNR 1B955U, two of our pieces of luggage were not delivered to us at our destination, Zurich Airport. At Zurich Airport, the necessary procedures were carried out, a PIR (Property Irregularity Report) was issued, and we were given PIR report number zrhpc10123. The total monetary value of the items in our luggage is approximately 150,000–190,000 TRY. Although the Montreal Convention clearly states that baggage not found within 21 days must be considered lost, even though 51 days have passed as of today, we have still not received any definitive result or compensation payment. During this process we contacted Pegasus repeatedly both by email and by phone from abroad. However, each time we received only standard, delaying responses such as “the investigation is ongoing.” Because we had to keep calling for information, we ended up paying an additional telephone bill of about 700 CHF as a result of the calls we made from Switzerland. The complete loss of our two pieces of luggage, the extra cost imposed on us, and the lack of a concrete solution for 51 days have caused us serious hardship. Moreover, despite filing three complaints about the same issue on Şikayetvar, no concrete solution has been produced to date and no outcome has been communicated to us. Our request is that the compensation due for our lost luggage and the approximately 700 CHF in additional telephone expenses incurred during the process be paid to us promptly and in full. Otherwise, we inform you that we will file an official complaint with the General Directorate of Civil Aviation and subsequently initiate legal proceedings.

It hasn't been resolved, the problem still persists.