Pegasus Charged Me Twice for the Same Baggage Fee at the Airport

On March 14, 2026, at around 4:15 p.m., while I was paying an excess baggage fee at the Pegasus counter at Sabiha Gökçen Airport, the POS device gave an error during the transaction. Despite that, $27 was still charged to my account. I immediately informed the Pegasus staff at the counter, but I was told, “The money did not reach us; it is probably still pending authorization.” However, no system record or concrete proof of that claim was shown to me.

Later, when I contacted my bank, I was told that the transaction had been successfully completed and was not pending authorization. In other words, while the bank shows that the money was taken, Pegasus claims that they did not receive it, which makes the situation extremely unclear and troubling.

Because I had to catch my flight, I was under serious time pressure. While rushing to make my 5:55 p.m. flight to Adana, I was told that I had to pay the same fee again, even though the situation had not been clarified and no guarantee was given to me. Since I had limited time and risked missing my flight, I was forced to pay the fee a second time, which means I ended up paying a total of $54.

The attitude of the counter staff during this process was also very upsetting. Even though I tried to explain the situation calmly, they responded in an indifferent and rude manner. Although the problem was caused by Pegasus’s payment system, I was the one left dealing with the consequences as the passenger, and instead of being offered a solution, I felt that the issue was simply brushed aside.

It is unacceptable for an airline to force a passenger to make the same payment twice because of a technical problem in its own payment system. It is also not appropriate for a major company like Pegasus to treat a passenger with indifference and rudeness instead of offering assistance in such a situation.

For this reason, I request a detailed investigation into the first $27 charge that was taken from my account, a clear explanation of where this amount is despite my bank’s record showing the transaction as successful, and a prompt refund of the amount that was unfairly charged. I also expect Pegasus to take the necessary system and operational measures to ensure that passengers are not forced to make duplicate payments because of technical payment errors in the future.