Pegasus Live Support Fails to Resolve Baggage Purchase Issue

I experienced a serious inconvenience with Pegasus Airlines before my April 27 Eindhoven–Istanbul flight. As a BolBol member, I wanted to use my accumulated BolPoints to purchase additional cabin baggage. However, for about a week, I repeatedly tried on different devices, but the system consistently returned errors. When I contacted live support, no solution was offered, and I was simply told to purchase the baggage by paying a fee. This made me question the purpose of the BolPoints system.

After check-in, I tried again, but the process still failed. I was then forced to make a paid purchase. However, although the fee was charged to my card, the cabin baggage was not added to my account. In other words, I paid for a service but did not receive it. When I contacted live support again, I was told that baggage cannot be added after check-in. However, Pegasus’ own website states that this is possible. When I pointed out this contradiction, I was advised to try a different card, but I encountered the same error with multiple cards. The representatives lacked knowledge and provided inconsistent and contradictory information throughout the process.

Since the issue remained unresolved, I called customer service from abroad. The first representative blamed my card and ended the call. The second representative blamed the bank. However, I was able to complete the transaction and add baggage successfully over the phone using the same card, which clearly shows that the issue was not with my bank but with Pegasus’ system.

In summary, I was unable to use my BolPoints, received inconsistent and inadequate support, and although my card was charged, the service was not properly or timely delivered. I request that my inconvenience be resolved and that necessary improvements be made to prevent similar issues in the future.