Pegasus Airlines Hasn't Responded To My Free Cancellation Request Due To Medical Emergency

I purchased three Pegasus Airlines tickets (2 adults and 1 child) on 23 November 2025 for Istanbul–London flights on 12 December 2025 (departure) and 16 December 2025 (return) under PNR: 1HL246, for a total amount of 43,715 TL with the Super Eco fare. On 26 November 2025, after a medical examination, we were informed that my father must start radiotherapy treatment at Kocaeli University Hospital, Oncology Department, as of 27 November, with a planned treatment period of 38 business days. As we live in Istanbul, we are responsible for transporting my father to Kocaeli throughout this process, and due to this serious medical condition, it is not possible for us to proceed with our planned trip. For this reason, on 4 December 2025, I contacted Pegasus customer support, explained the situation and requested a free cancellation with a full refund, and my request was recorded under Case No: 14000874. Afterwards, Pegasus Guest Relations contacted me via e-mail and requested a full medical report (signed and stamped) and a Population Registration Certificate showing our family relationship, and I sent both documents via e-mail on the same day. Despite submitting all the requested documents, I did not receive any response for four days. On 8 December 2025, I called customer service again and was told that I would receive a response by email, but I still did not receive any information. As of 9 December 2025, I have not received any response from Pegasus, either by phone or by e-mail. The flight date is approaching, and despite having provided official and verifiable medical documentation regarding this mandatory situation, I have not received any feedback from the airline, which creates serious inconvenience and uncertainty for my family and me. Since my family member’s medical condition makes it impossible for us to travel, I request that the total amount of 43,715 TL be fully refunded without any penalty or deductions, or, if this is not possible, that our tickets be converted to open tickets free of charge and without any cuts. My legal rights are reserved, and if I do not receive a response, I will submit a complaint to the relevant authorities.