Pegasus Damaged My Suitcase and Rejected Responsibility for It
On 20.05.2026 at 06:15, during my Pegasus flight from Ercan Airport to Ankara, I noticed at the baggage claim area that the wheel section and the plastic part above it on my suitcase were broken. Due to this damage, my suitcase became unusable and I hold Pegasus directly responsible for this situation. On the same day, without losing any time after getting off the plane, I contacted Pegasus via e‑mail. I sent my ticket information together with my PNR code 2X7VXU, my baggage tag and photos of the damaged suitcase. Despite this, the response I received stating that the damage was “not caused by them” further increased my grievance and disappointment. Moreover, I do not have any other suitcase I can use. Because my current suitcase has been rendered unusable due to this damage, which occurred while flying with Pegasus, I will have to travel unprepared and in a difficult situation for my upcoming holiday trip. On the same flight, it was announced by the pilot at Ercan Airport that refueling had been forgotten and, for this reason, the aircraft was delayed by approximately 45 minutes. Due to this delay, my spouse was late for a hospital appointment, and as we were already under serious time pressure, we had no opportunity to contact any Pegasus representative at the airport. After all these experiences, I do not have any monetary demand from Pegasus, but I believe that this entire process has been extremely negative in terms of both service quality and customer relations. I am sharing this complaint so that people who are planning to fly with Pegasus can be aware of the negative experiences I went through when making their choice, and so that others will not be victimized in a similar way.
