Pegasus Flex Denied Refund Despite My Ticket Cancellation

I purchased a Pegasus flight ticket for December 14-17, 2024, along with the Pegasus Flex option, allowing for cancellations. However, when I needed to cancel my flight due to my father’s hospitalization, I contacted customer service and was shocked to learn they intended to deduct an amount much higher than the Pegasus Flex fee from my refund. I questioned this and was told a request would be opened to investigate.

Three weeks later, there has been no update. What is there to investigate for so long? How many people are reviewing this? There’s no communication, no progress, and absolutely no resolution. Pegasus’s so-called "fast travel service" is slower than a snail when it comes to resolving issues. Customer service is unhelpful, doesn’t provide updates, and doesn’t respond to emails.

I demand a prompt resolution and clear communication regarding my refund. Pegasus must improve its post-sales service, as this experience has been deeply disappointing and frustrating.