Dear Pegasus Representatives,
On September 17, 2025, I experienced serious inconvenience on your PC2281 Dalaman – Istanbul Sabiha Gökçen flight.
Although I have traveled many times with the same cabin-size suitcase—purchased and sold as cabin-compatible—your staff refused to allow me to bring it onboard. They claimed that the bag did not meet the size requirements and demanded an additional ₺1,000 fee, even though my ticket clearly included 15 kg of checked baggage plus one cabin bag allowance.
At the first checkpoint, my bag was weighed and confirmed to be under 8 kg, and no warnings about size were provided. There was also no available measurement tool for passengers to verify luggage dimensions. If there had been a real issue with size, the staff at the first checkpoint should have directed me to check it in immediately. Instead, I was informed only at the second checkpoint near the boarding gate, when it was already too late to resolve the matter fairly.
When I raised objections, the staff member O** C** Ç**** identified himself as the only authority on-site and responded with dismissive remarks such as “you can leave the bag and board without it” or “you can abandon it here”. His unprofessional tone and lack of assistance disturbed not only me but also the passengers around us.
Despite my valid explanation that my ticket already included 15 kg checked baggage rights, I was forced to pay ₺1,000. I request a clear explanation: what was this fee for, given that I had already paid for baggage services with my ticket?
This practice reflects:
Lack of clear passenger communication
Unjust financial burden on customers
Non-transparent process management
Therefore, I formally request a refund of the ₺1,000 fee and a fair review of this incident. Should Pegasus fail to resolve this matter, I will escalate my case to the Consumer Arbitration Board and relevant authorities.
PNR Number: 13Y3PG
Flight Date: September 17, 2025, Wednesday, 12:15 PM DLM–SAW
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