Pegasus Airlines Forced Me to Pay for 12 Kg Baggage at Check In

Dear Pegasus Airlines, I am writing to formally report the unacceptable experience I had on my flight from Sabiha Gökçen Airport to Kahramanmaraş. Kiosk & Check-In Issues: I was directed to use a self-service kiosk for check-in, but the machine continuously malfunctioned and prevented me from completing the process. This caused unnecessary stress and delay, putting my flight at risk. Baggage System Failure: I proceeded to the self-service baggage drop, where the machine falsely reported a weight mismatch, even though my total baggage weighed only 12 kg. Repeated scanning errors also occurred, preventing me from checking in my luggage and causing further delay. Lack of Support from Staff: After multiple failed attempts, I was sent to the manual baggage desk. However, the staff member there refused to assist, simply saying the baggage was “closed” and that I should leave with my suitcase. This unhelpful and careless behavior left me without a solution despite being within my baggage allowance. Unjustified ₺1000 Fee Demand: At the final boarding control, I was told I had to pay ₺1000 to bring my bag on board. This was despite having a valid 15 kg cabin + 8 kg hand baggage allowance, and my baggage totaling only 12 kg. The fee had no legal or policy basis, making it an unjust and unauthorized charge. Coercion and Misconduct: I was explicitly told I would not be allowed to board unless I paid the ₺1000 fee. I also witnessed 8–10 other passengers subjected to the same treatment. This raises serious concerns of misconduct and systematic exploitation of passengers. Flight Time Discrepancy: The flight was scheduled for 07:40 but took off at 08:00. No clear communication was made about this change, further demonstrating operational disorganization. My Requests: A formal apology and explanation for this unacceptable experience A full refund of the ₺1000 taken under pressure Investigation and improvement of baggage systems and kiosk functions Improved staff training for better customer service and accountability Transparent and accurate flight time updates. This situation was not just a personal inconvenience but a clear violation of passenger rights. I urge Pegasus Airlines to take immediate action and provide a full response.