Pegasus Airlines' Negligence Leads to Missed Flight and Poor Customer Service
On July 16, 2023, I received notification that my Milas-Ankara G6C1NB flight would be delayed and would depart at 08:50 rather than 07:50. We were delayed at the security checkpoint at Milas Airport despite having completed online check-in, causing us to miss our flight. When I approached Pegasus Airlines for help, they dismissed my request, claiming that we had purchased the tickets through the O-bilet app and denying any responsibility. As a result, my disabled mother, my 3-year-old daughter, and I were stranded with no one to assist us. We used the O-bilet app to request a flight cancellation or refund, but they redirected us to Pegasus Airlines, claiming they were only intermediaries. I requested a refund through the Pegasus mobile app, but the reimbursement amount was only 277 lira, despite the fact that our tickets were over 3000 lira. Meanwhile, when we called Pegasus, they informed us that our flight had already been canceled, leaving us with no options. The company does not have a proper procedure in place for disabled passengers. My mother received discounted fares as well as wheelchair assistance at each transition point when flying with Turkish Airlines (THY). However, neither Ankara nor Milas had a single Pegasus representative to address our needs, not even for baggage check-in. Furthermore, they failed to announce our names prior to the flight's departure. Although we were able to navigate Ankara Airport without incident during our departure, these careless behaviors caused us to miss our flight on our return. We had no choice but to board an 11-hour bus with a small child and a disabled woman because no other flights were available. Despite the fact that I have lost money, I am determined to file complaints everywhere in order to ensure that this company improves its services.
