Pegasus Airline Refund Request, Complaint

On 10 December 2025, I travelled with Pegasus Airlines on flight PC972 from Stuttgart Airport to Istanbul Sabiha Gökçen Airport, under PNR code 12XMH3. Before the flight, via the Pegasus mobile application, I purchased 5 kg of additional baggage allowance using my BolBol points and another 5 kg using my credit card. As a result, the application clearly showed that I was entitled to a total of 30 kg of checked baggage allowance for this flight. However, at the check-in counter at Stuttgart Airport, the staff informed me that their system displayed only 25 kg of baggage allowance, and that the remaining 5 kg was not reflected. I was told I had to pay an additional baggage fee of 40 EUR. Although I objected and showed that my 30 kg baggage allowance was clearly visible in the Pegasus mobile application, the staff stated that this was a system-related issue on Pegasus Airlines’ side. I was explicitly informed that if I paid the fee and later applied to Pegasus with the receipt, the amount would be refunded. In order to avoid further inconvenience at the airport, I paid the 40 EUR, which corresponded to 2,045.77 TRY at the exchange rate on the date of payment, using my credit card. I still have the POS slip and receipt for this payment. On the same day, I submitted a written request to Pegasus Airlines, and a case record was created. Although I was informed that the matter would be reviewed, no refund was issued. In subsequent responses, I was incorrectly told that the issue was bank-related and that I should contact my bank. The issue is clearly not related to the bank, but to Pegasus Airlines’ failure to reflect a legitimately purchased baggage allowance in the check-in system. The additional fee was collected on behalf of Pegasus Airlines and based on instructions given by their staff. Despite multiple applications since 10 December 2025, my refund request has been rejected, and no solution has been provided. I request an immediate full refund of the 40 EUR (2,045.77 TRY) charged at Stuttgart Airport for the additional baggage, to be returned to the credit card used for payment, and for this system-related error to be properly acknowledged and corrected.