Pegasus Charged Me Extra Fee Despite My Flexible Ticket Change Right
On August 18, 2025, I have a connecting flight from Çukurova to Sabiha Gökçen to Amsterdam, booked with Pegasus under reservation number PWEE1T. I purchased a flexible ticket that includes unlimited changes and cancellations without any penalty. On August 15, 2025, at 14:40, I logged into the Pegasus website to change my ticket. At that time, the system only showed a fare difference of ₺411, with no penalty fee displayed. I then called Pegasus customer service to ask a question regarding my baggage allowance. Approximately 20 minutes later, I logged back into the Pegasus website to proceed with the ticket change. However, this time the system added a penalty fee of ₺832 on top of the ₺411 fare difference, bringing the total amount payable to ₺1,243. I immediately contacted customer service again, where the representative informed me that there appeared to be a system error. They could not explain the reason, but suggested that my penalty-free change right may have been “somehow” deactivated following my earlier call. However, no solution was offered to me. My intended new travel date is Monday, August 18, which is only two days away. I urgently request that my penalty-free change right be reinstated in the system and that I be allowed to change my ticket at the ₺411 fare difference I saw at 14:40 on August 15, 2025, without any additional penalty. I expect this matter to be resolved as soon as possible.
On August 15, Pegasus officials told me they would call me for a solution and asked me to wait. Upon this, when I checked the same ticket again on the morning of August 16, I saw that the price had increased by 4,359 TL. After speaking again and in total with 5 different representatives, I was called by Pegasus and told to change the ticket at this price, and that after completing my flight, they would refund me the difference between the 411 TL I initially saw and the 4,359 TL I paid now. They also sent me an email stating this. As they said, I changed the ticket and now I am waiting to complete my flight and to receive the refund of the difference.
