On 27.07.2024, I purchased a round-trip international ticket for two from Pegasus Airlines. While booking, I initially selected the Light package, then added the Flex cancellation option, and finally added baggage allowance before completing the purchase. Later, when I needed to change the date of my ticket, I noticed that the Flex cancellation and change options were not applied to my ticket. Since I’ve booked tickets with this method before, I was sure I added the Flex option.
I called customer service, but they told me I didn’t purchase it because it wasn’t on my invoice, and they didn’t assist me further. Confident that I had selected the Flex feature, I reviewed the site and noticed an error in its operation. I recorded a video of the issue and sent it to Pegasus. I need to change my ticket now, and due to the error caused by Pegasus’ website, I’m at risk of losing 6,000 TL, and despite stressing the urgency, they aren’t helping.
I’ve attached the video below. I tested the issue with a similarly priced ticket. As shown in the video, the total cost should have been 8,162 TL after adding the Flex feature and baggage allowance, but the system incorrectly calculated it as 7,292 TL, which corresponds to the original ticket price plus the baggage fee, ignoring the Flex option. The system automatically cancels the Flex selection, and it doesn’t appear on the invoice.
I request that my issue be resolved and that my tickets be canceled without penalty, with a full refund issued.
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