Pegasus €50 Baggage Fee at SAW Airport: Refund and Staff Misconduct Complaint

I am writing to file a formal grievance regarding an incident involving severe staff misconduct, verbal intimidation and financial duress that occurred at Istanbul Sabiha Gökçen Airport (SAW) on Monday, 12 October 2026. I was travelling on flight PC746 from Istanbul Sabiha Gökçen to Sharjah, UAE, scheduled around 21:45, departing from Gate 202B. At the check‑in counter, an authorized Pegasus representative checked me in and clearly confirmed that my 7 kg carry‑on bag was compliant and approved for travel. I also had 13 kg of checked baggage allowance included in my booking that I did not use. However, when I arrived at the boarding gate, a female Pegasus agent named P*** and a male agent named I*** refused to honor the clearance previously granted by the check‑in desk. I calmly explained that I had unused 13 kg checked baggage allowance and that the main counter staff had already confirmed that my carry‑on was acceptable, yet the gate staff completely ignored this information. I then proposed a reasonable solution and explicitly asked the gate agents to take my carry‑on as checked baggage and place it in the aircraft hold, using the unused 13 kg allowance on my booking. They refused this logical and operationally simple alternative without any valid justification. Instead, both agents started speaking to me in a loud, aggressive and disrespectful manner and threatened that if I did not immediately pay a €50 fee, I would be denied boarding and not allowed to enter the aircraft. When I requested their names in order to properly document the incident, the agents responded with an alarming level of unprofessionalism and arrogance. They provided their names while mockingly telling me to “go ahead and do whatever you want, you can complain” clearly showing that they did not fear any internal accountability or oversight. In practice, many international airlines routinely check compliant cabin bags into the hold at the gate as a courtesy when there are space or operational concerns. In this case, instead of assisting a passenger and using my existing baggage allowance, your gate staff turned the situation into a source of pressure and additional revenue, which felt like the situation was being exploited to extract money rather than to apply fair policy. As a result of this incident, I paid the additional fee under clear duress in order not to miss my flight. I am requesting a full refund of the unjust €50 (or its equivalent amount in TRY as collected), a formal written apology, and a thorough internal investigation into the conduct of the agents involved, including appropriate disciplinary or corrective action. I also expect Pegasus to review and clarify its gate baggage handling practices to ensure that passengers are not put under similar pressure in the future when they have unused checked baggage allowance. I am attaching the payment receipt as supporting evidence of the extra amount I was forced to pay under threat of denied boarding. I respectfully ask that this complaint be handled urgently and that I receive a clear response explaining how Pegasus will resolve this specific incident and prevent similar treatment of passengers going forward.