Pegasus Airlines Damaged Baggage - Claim Denied Despite Report
On 26.01.2026 at 18:20, I travelled with Pegasus Airlines from Istanbul Sabiha Gökçen Airport to Izmir Adnan Menderes Airport, seated in 22F. As a precaution against loss, I photographed the tag of the baggage I checked in before handing it over. At the end of my journey, when I collected my suitcase, I saw that the handle was broken, the grip part had come off, the telescopic pull handle was damaged and one part was torn. At around 20:05, I went to the Pegasus office on the same floor, a damage assessment was made and a report was issued. Since I could not pull my suitcase, I had to carry it in my arms to leave the airport. When there was no response for 5 days, I then created a complaint record via the Pegasus mobile application with the number 14303555. One day later, I received a written response stating that the damage was very minor and therefore they did not accept responsibility. For me, it is not acceptable that a company to which we entrust our safety and belongings and from which we purchase a service refuses responsibility for clearly damaged baggage by describing it as a “tiny damage”. My property has been damaged; as far as I understand, Pegasus seems to consider “major damage” only when baggage is completely burned or lost. However, if the CCTV footage from the baggage delivery area is reviewed, the condition of the suitcase at the moment I received it will clearly show that I am right. My PNR code is 1Y2AGN. I will also attach photos showing the damaged state of my baggage. I request that the damage to my suitcase be properly assessed and compensated in an appropriate way so that my grievance is remedied.
