Pegasus Airlines – The Seat Service I Paid For Was Not Provided

On Pegasus Airlines flight PC-954 from Geneva to Istanbul (GVA–SAW) on 21 January 2026, I purchased seats 1D, 1E, and 1F in the first row weeks in advance, paying an additional fee so that I could travel together with my wife and my son with extra legroom. At check-in, I was informed that, due to aircraft balance reasons, passengers could not be seated in the first row. I accepted this explanation in good faith and, in return, requested seats in the exit row (Row 19) in order to maintain the legroom benefit I had paid for. My request was approved, and boarding passes were issued for seats 19D, 19E, and 19F. When we boarded the aircraft, we saw that seat 19F had also been assigned to another passenger, meaning it had been double-booked. We calmly informed the cabin crew about this situation. At no point did we raise our voices, argue, or behave inappropriately. In addition, although we had been told that the first four rows would be kept empty due to balance reasons, we observed that other passengers were in fact seated there, which directly contradicted the explanation given to us at check-in. During this process, a cabin crew member made statements such as “you are raising your voice” and “I will have you removed from the aircraft.” These accusations do not reflect the reality of our behavior and were extremely upsetting and disappointing for us as a family. In order to prevent the disruption from escalating and not to delay the flight, my family and I agreed to be moved to Row 6. However, as a result, we were not seated in the front-row seats we had paid for, the alternative exit-row seats that had been approved for us were not provided in practice, and we did not receive the legroom service we had purchased. In summary, the seats 1D–1E–1F that we originally purchased were not provided, the replacement exit-row seats assigned to us could not be used due to the double booking, and the paid extra legroom/seat selection service was effectively not delivered. In addition, the cabin crew member’s unfounded accusations and threatening statements have negatively affected our trust in Pegasus Airlines. I kindly request a refund of the fees paid for the legroom and seat selection service for this flight, a formal investigation into the behavior and statements of the relevant cabin crew member, and a written response to inform me about the results of this investigation and my refund request.