Pegasus Charged Me a Baggage Fee for a Suitcase That Fit in the Cabin

On my İzmir–Ankara flight on October 25, 2026, at 10:10 p.m., I was treated unfairly by the staff member on duty at Gate 326 in İzmir due to an entirely arbitrary and inconsistent enforcement of baggage rules. Just three days earlier, I had flown to İzmir with the same suitcase on another Pegasus flight, and it had been accepted as cabin baggage without any issues. I had also used the same suitcase as carry-on luggage countless times throughout the year without ever encountering a problem. Despite this, the gate agent insisted that my suitcase did not meet the cabin baggage size requirements and repeatedly argued with me, refusing to consider my explanations or requests. The agent insisted on placing my suitcase in the hold and charging me a penalty fee. The arbitrary nature of this decision became especially clear when another passenger's suitcase, which was the same size as mine, was allowed into the cabin at the very same gate without any issue. I specifically explained that applying the rules inconsistently—allowing a suitcase on one flight but rejecting an identical one on another—was unacceptable, particularly to me as a retired teacher who values fairness and consistency. Nevertheless, the agent refused to change their attitude or decision, insisting on sending my suitcase to the hold and making excuses such as, “If I let this through, the cabin supervisor will issue me a warning.” After boarding, we explained the situation to the cabin supervisor, who confirmed that a suitcase the same size as ours had been accepted as cabin baggage and acknowledged that the gate agent had applied the rules personally and inconsistently. The supervisor apologized to us and said they would file a report about the staff member involved. As shown in the screenshot of my bank transaction history that I have attached, I was forced to pay a penalty fee almost equivalent to the price of a plane ticket because of this arbitrary decision. I am filing this complaint about Pegasus's inconsistent, discretionary baggage enforcement that unfairly penalizes passengers, as well as the inappropriate conduct of the gate agent involved. I request a full refund of the unfairly charged penalty fee and a formal investigation into the staff member who was on duty at Gate 326, along with appropriate measures to prevent similar incidents from happening to other passengers.