Pegasus Staff's Poor Guidance and Delays Made Me Miss My Flight with My Pet
On February 3, 2025, at 09:00, I arrived at Sabiha Gökçen Airport for my flight to Samsun, 1 hour and 15 minutes before departure. I used the Pegasus self-check-in kiosks to speed up the process, but since I had my pet with me, I was directed to the check-in counter. When I approached a Pegasus Airlines staff member to ask for the location of the counters, they were dismissive and provided vague directions, simply pointing to the left. This caused a significant delay. Upon reaching the counters, I faced confusion due to crowding and disorganized lines. Despite explaining that my flight time was approaching and requesting assistance, I was met with harsh responses. I was eventually told I needed to go to the E11 counter in the international departures area. Even though I had my luggage, pet, and child with me, the staff showed no understanding and instructed me to "get in line and ask others to let you pass." Another staff member was more helpful, advising me to move to the front due to the time. However, the same dismissive female staff member caused further delays. When I mentioned the urgency, she reluctantly pointed toward the counters. Finally, at the counter, the staff checked my ID and pet passport and stated that with only 40 minutes left, the process could not be completed and dismissed me. There was still ample time to board, and had I been properly guided and supported, I could have caught my flight. After this ordeal, I was directed to the sales office, where I was told that my ticket was no longer valid and that the price of a new ticket would continue to increase with each passing minute. Another airline informed me that check-in procedures could be completed up to 45 minutes before departure. Due to misinformation, neglect, delays, and rude behavior, I missed my flight and was forced to pay extra for a new ticket. If the staff had handled the situation more professionally, I would not have missed my flight or faced this inconvenience. I request that these negative experiences be reviewed, that my grievance be addressed, and that necessary actions be taken regarding the staff to prevent similar issues in the future.
