I purchased a round-trip flight ticket with Pegasus Airlines for my spouse on the Ankara–London route. During the payment process, my card was charged twice for ₺1,071, totaling an unauthorized extra charge of ₺2,142. I immediately contacted Pegasus via phone and later followed up with multiple emails to their Guest Relations department.
Despite sending 15 separate emails, each time including all necessary details—national ID number, flight number, last 4 digits of the payment card, and payment receipt—I received no clear explanation as to why the extra charge occurred. They simply dismissed the issue by claiming it was part of the “package fee,” without giving any specifics or acknowledging the double payment.
Frustrated, I even considered canceling the ticket, which originally cost me ₺16,000 instead of the ₺13,800 base price. But I was told I would receive only ₺6,000 back if I canceled. That’s less than half the amount I paid—utterly unacceptable.
What’s most disappointing is the lack of accountability and poor customer service. I was charged more than I should have been and left without a refund, proper justification, or resolution. Pegasus needs to acknowledge this overcharge immediately, process my refund of ₺2,142, and improve their customer communication practices. This level of negligence is simply not acceptable from a major airline.
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