Pegasus Flight Missed Due to Absent Staff
On September 28, 2025, we experienced a serious issue on the Cologne–Izmir flight with an Ankara connection that we purchased from Pegasus Airlines for my daughter (PNR: 187TKV). Because there were no staff at the Pegasus desk at Cologne Airport, there was a four-minute delay at baggage drop and her bag was not accepted, even though the baggage fee had been paid and check-in was fully completed. Although the aircraft was delayed by 30 minutes, my daughter could not hand over her suitcase due to an absent employee who took no responsibility. She was told that if she left the suitcase she would have to pay a €500 penalty, so she did not leave it and therefore could not board. With police assistance she tried to reach an employee but was told, “You were 4 minutes late; there is nothing we can do,” and no help was provided on the puzzling pretext that “a button needs to be pressed from Istanbul.” Throughout this process there were still more than 30 minutes until departure. We were forced to buy a new ticket on another airline. We paid ₺3,500 for the original ticket and ₺3,750 for the new one. I request that Pegasus remedy this by refunding either the original ticket price or the cost of the new ticket.
