On September 11, 2025, I traveled on a connecting route from Ankara to Istanbul with a* and then from Istanbul Sabiha Gökçen to Düsseldorf on Pegasus flight PC1005. I purchased my ticket through a travel agency. While my first flight included a hand luggage allowance, my Pegasus flight apparently did not. I was unaware of this, and during check-in, no Pegasus staff informed me of such a restriction.
At the Istanbul Sabiha Gökçen international boarding gate, a Pegasus staff member named C* stopped me, claiming I had no right to bring hand luggage. He insisted that unless I paid €50, I would not be allowed to board. His attitude was extremely rude and threatening, even saying: “If you don’t pay, I’ll close the gate—go complain wherever you want.”
My bag weighed only 6 kg and measured 45x30x20 cm, which falls within Pegasus’s published cabin baggage limits. Without weighing or properly checking, he charged my credit card €52 without issuing a receipt or invoice. I was told the receipt would be emailed, but I never received it.
According to Pegasus’s own rules, €50 should only be charged if baggage exceeds the cabin allowance, which mine clearly did not. To make matters worse, my entire round-trip ticket cost €95, meaning the extra €52 fee was not only disproportionate but completely unjustified.
I later contacted the Pegasus customer service center, but I received no satisfactory explanation. I now demand:
A full refund of the €52 fee unfairly charged,
Disciplinary action against the staff member involved,
A formal apology for the disrespectful treatment and arbitrary practice.
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