My flight was scheduled for 21:25, and we were at the gate by 20:05. They claimed the gates were closed, refused us entry, and said there were no alternative flights. They insisted we had to pay extra for a ticket for either today or tomorrow morning. My spouse and I pondered: if they won’t let us on 20 minutes before the departure, why do they allow check-in appointments at this time? Rushing to the gate for nothing – Pegasus Airlines runs a lousy operation.
Hello,
(November 7, 2023) We are currently on the plane at Dalaman Airport (with Pegasus). Our flight time is 10:20. We bought our ticket from mobile and checked in, but to avoid any issues like last time, I asked the staff for a printout of our ticket. The staff said it was sufficient to show it on mobile and there was no need to print it. I mentioned the problem we encountered on October 31 and asked where I could file a complaint. The girl said it was the fault of the security officer and to complain to the company. Also, she mentioned that the gates close 20 minutes before the flight, but today they didn't close. It's 10:20 and they are still boarding passengers. I will attach photos and videos. We boarded the plane exactly at 10:00, and the plane took off at 10:23.
(October 31, 2023) We had a flight at 21:25 from Sabiha Gökçen Airport with Pegasus again. We were at the gate at 21:00 with my spouse, but they didn't let us board. We bought the ticket from mobile; everything was visible and we had checked in, but the security asked for a paper ticket, saying it was prohibited to board without it. My spouse went to get it, and we were at the boarding gate at 21:05. They said the gates close 20 minutes before the flight and that they were closed now, so they couldn't let us board. You can check the date and time from the cameras. We paid an additional 600 TL and bought a new ticket for November 1, as there were no other flights on October 31. Today, however, Pegasus continued boarding passengers until 10:20 for a 10:20 flight and took off at 10:22. But on October 31, they didn't let us board a 21:25 flight even though we were ready at the gate at 21:05, citing the 20-minute rule. This company is extremely inconsistent. I demand a refund and that the security officer be warned. You have no right to victimize people in this way.
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