Pegasus Airlines Charges Extra Baggage Fee Despite Paid Allowance

On my March 9, 2026 flight (PC1251) from Istanbul to Amsterdam, I was forced to pay an unfair additional baggage fee due to issues with Pegasus’s airport kiosk and staff. Even though I purchased my ticket and baggage allowance through ETS, the kiosk did not recognize my baggage allowance and would not allow me to proceed. When I explained the situation to the staff, they misinformed me by saying that the travel agency had either not purchased baggage or had purchased it incorrectly. In order to avoid missing my flight and disrupting my tour schedule, I chose not to argue and carried my suitcase with me.

However, at the boarding gate, I was told that my bag exceeded cabin size limits and was required to pay an additional fee of $81. The staff at the gate acknowledged that my baggage allowance was visible in the system and that the earlier staff member had made a mistake, but stated that they could not process it there and that I still had to pay the $81 fee. Despite having a 20 kg baggage allowance included in my ticket, I was prevented from using it. When I contacted the travel agency, they confirmed that my baggage allowance had been properly included.

Due to the misinformation provided by ground staff, I was forced to pay again for a service I had already purchased, and at a higher gate baggage fee rate. Although I later reported the issue to Pegasus customer service, I have not received any response. I experienced inconvenience and financial loss due to the kiosk failing to recognize my baggage allowance and the incorrect guidance from airport staff. I request a refund of the $81 I was charged, and that this matter be properly investigated, including a review of both the kiosk system and the conduct of the staff involved.