Pegasus Airlines Denied Boarding After Giving Incorrect Travel Information

I am 17 years old and was planning to travel to Northern Cyprus with my mother on November 22, and before purchasing the ticket I called both Turkish Airlines and Pegasus customer service to ask which documents were required; in both calls I was clearly told that our new ID cards would be sufficient and that no additional documents were needed. We arrived at the airport at 01:00 due to transportation issues and waited until 04:20 for check-in to open, and during check-in, after handing over our IDs, the staff asked for a consent letter from my father, which is impossible for us to obtain as we have had no contact with him for many years. Despite explaining this in detail, no solution was offered, and the staff then said that if ID alone was not enough, we could travel with our passports; however, in all previous phone calls no one ever mentioned that a passport might be required, and on the contrary, both companies stated that an ID card was fully sufficient, so we did not bring passports. Because of this misinformation, we were denied boarding and directed to the Pegasus office, where we were simply told to “file a complaint” and received no further assistance, resulting in our trip being completely cancelled, financial losses from unused tickets and transportation expenses, and significant emotional stress. For these reasons, and given that the situation occurred entirely through no fault of our own, we request that Pegasus refund the cost of our unused tickets and properly evaluate the inconvenience caused.