Pegasus Gate Change Communication Failure Led to Wrongful Denied Boarding

We are writing to lodge an urgent and serious complaint regarding a catastrophic situation we experienced on 9 August 2026 on Flight PC 1157 from Istanbul Sabiha Gökçen (SAW) to Dublin (DUB), operated by Pegasus Airlines. Due to gross negligence, severe communication failures and abusive behaviour by ground staff, we were wrongfully denied boarding, despite having valid tickets and being present at the airport on time. The passengers filing this claim are Cristina U*** and Fernando F***. On the day of travel, Pegasus unilaterally changed the boarding gate but did not inform us properly or ensure that all passengers were clearly notified. There was no adequate communication via display boards, audio announcements or staff guidance that would reasonably allow us to know that the gate had changed. As a result, we remained at the original gate indicated on our boarding passes, without any clear information that the boarding was taking place elsewhere. When we finally understood that something was wrong and went to the new gate, we were treated with extreme lack of empathy and respect, and the staff refused to recognise that the failure in communication was on the airline’s side. At the new gate, instead of trying to assist us or offer a solution, Pegasus staff adopted a rude and dismissive attitude, ignoring our explanations and our rights as passengers. They simply informed us that boarding was closed and that we would not be allowed to board, even though the reason we were late to that gate was the airline’s own failure to properly communicate the change. We were not given any alternative option, reasonable assistance or proper explanation, and we felt completely abandoned at the airport. Because we were denied boarding in this unjust and arbitrary way, we suffered significant financial and emotional damage. We lost the value of the Pegasus tickets for that flight and we had to incur additional costs for new tickets, hotel accommodation and taxi transport. All these expenses were a direct consequence of Pegasus’s failure to inform passengers of the gate change and the inappropriate behaviour of its staff, who ignored our situation and our passenger rights. After the incident, we contacted Pegasus to request a solution and compensation. We formally asked for a full refund of the original tickets and reimbursement of hotel and taxi expenses. However, until now we have not received a satisfactory response or a concrete proposal that reflects the seriousness of the damage caused. The treatment received so far has been evasive and far from the professional and responsible conduct we would expect from an airline. Considering all of the above, we demand that Pegasus immediately provide a full refund of the tickets for Flight PC 1157 from Istanbul to Dublin, as well as full reimbursement of all related expenses we were forced to pay for hotel and taxi, and any other direct costs resulting from this denied boarding. We also expect a clear, written acknowledgment of the airline’s responsibility for the lack of proper communication about the gate change and the unacceptable behaviour of the ground staff involved. We request that Pegasus handle this complaint urgently and provide a prompt and fair resolution, in line with our passenger rights and with the damage we have suffered.