I Paid Twice for Baggage on Pegasus and Still Can’t Get a Refund for the £43 Charge

On the evening of June 17, my two sisters and I flew from London to Istanbul Sabiha Gökçen (SAW) with Pegasus Airlines. When purchasing our tickets, I bought one cabin bag allowance, but my sisters didn’t. For the return flight, we decided to purchase another cabin bag for one of them.

However, we couldn’t complete the cabin baggage purchase through the Pegasus app. On June 16, I tried calling customer service and waited on hold for 25 minutes before giving up. Later, I ended up buying a checked baggage allowance via the app just to ensure we’d have no issues.

At the airport, we were told our bag was actually cabin-size, and that we could take it onboard — so we went directly to the gate. But right before boarding, the gate staff suddenly said we couldn’t carry it on and had to pay £43 to check the bag. We tried to explain the situation — that we’d already paid for a checked bag, and the app and phone line didn’t let us select the correct option — but they didn’t care. We were forced to pay the £43 at the gate.

So now, we’ve paid twice for the same bag: once as checked baggage online, and again as a last-minute gate charge. We requested a refund for the £43, clearly stating this issue was caused by Pegasus’ broken system and unreachable support.

Not only did Pegasus refuse to refund the £43, but they also wouldn’t return the money we originally paid for the checked bag that we never used. Every time we contact them, they just send a generic copy-paste response with no real help.

We demand a full refund of the ₺ equivalent of the £43 gate fee and the unused checked baggage fee. This is not a passenger error — it’s a failure in Pegasus’ system and customer service, and they need to take responsibility.