Pegasus Charged Me for Luggage Despite 20kg Allowance on My Ticket

I purchased a ticket with Pegasus Airlines under the PNR code 1XTXX4, which clearly includes a 20kg baggage allowance. However, at the airport, I was told that I had no baggage allowance and was forced to pay an additional ₺2000 to check in my luggage.

I immediately explained that there must be a mistake, since my ticket explicitly shows I’m entitled to one 20kg checked bag. Instead of resolving the issue, the staff casually dismissed the situation and told me to call Pegasus customer service at +90 (888) 228 12 12. I called, but no one was able or willing to help me.

This is extremely frustrating. I paid for a service that I did not receive and was unfairly charged a hefty fee. I demand a full refund of the ₺2000 Pegasus wrongly collected and expect proper accountability. It is unacceptable to treat customers this way, especially when the airline’s own system is at fault. Pegasus must take responsibility and fix this issue immediately.