Pegasus Wrongly Charged Cabin Baggage Fee Despite Checked Baggage Allowance

On 23 July 2026 I was on the Pegasus Airlines flight from Istanbul Sabiha Gökçen to Basel, with a ticket issued in the name of Murat Y***. My ticket included 20 kg of checked baggage allowance. At the airport, despite having this checked baggage right, I was told due to a system error they would not take my suitcase into the aircraft hold and that I had to take it with me as cabin baggage. I complied with this request and took the bag with me. When I arrived at the boarding gate, the staff member at the gate told me in a harsh tone that I did not have cabin baggage allowance and that I had to pay for it. She demanded 5,443 TL from me and clearly stated that if I did not pay this amount she would not let me board the flight. Her attitude towards me was very rude and aggressive, which made me feel extremely uncomfortable and victimized. Around 09:40 I was forced to pay the 5,443 TL so that I could board the plane, and I was not given any document or receipt for this payment. After the flight I contacted Pegasus customer service via their system and explained the situation in detail. However, I was told that the transaction was correct and that there was no mistake, and my complaint was dismissed. I request that the unjustly collected 5,443 TL be refunded to me and that an investigation be initiated regarding both the system error that led to this situation and the rude and threatening behavior of the gate staff, and that a clear written explanation be provided to me.