Pegasus

Stansted-Istanbul (SAW)
Istanbul (SAW) – Gatwick

Flight out delayed by about an hour, flight back on time.
Just an average budget flight. No frills expected and there were none. Staff weren’t especially friendly or unfriendly. I’d probably fly PGS again if it was significantly cheaper than the full service option.

Pegasus do not have an office anywhere in Europe, so whenever you want to sort anything with the airlines, the calls cost a fortune. The service is shocking, the staff have zero level of customer care. Not only they are helpless, but they are rude on the phone, raise their voice and do not care to listen.
They have changed our flight from the 28th of September at 13.20 to the 29th at 13.20. The member of stuff who’s changed it didn’t inform us of the change. so we have arrived to the airport on time to find out our flight isn’t taking place until another 24 hours. The only solution Pegasus has offered us is to wait in the Airport for 24 hours! What a service! They did not offer any assistance with taxi fairs (£120), hotel or covering the phone bill (I have spent over 3 hours on the phone with them). Furthermore, I was promised a call back from the agent who was dealing with the query within 10 minutes, who decided to go on a lunch break instead. His lunch lasted over an hour. Shocking!

I want to tell 2 of my extraordinarily bad experiences that happened in the last one year with Pegasus, in addition to their ever worsening service over the years. Please don’t travel with Pegasus if you don’t want to ruin your trip. I certainly won’t use them any more.
1) Over New Year’s Eve 2016, I was flying to Antalya/Turkey from UK, with a connecting flight in Istanbul. Due to a snow storm in Istanbul on Dec 30th, my flight to Antalya was cancelled following my arrival from UK. Pegasus Airlines took all passengers to a hotel by the airport and told us that a new flight will be scheduled for us the next morning and we will be picked up from the hotel. However, the next day they forgot us at the hotel and we were told at the airport that we had no record on their system. We could continue and finish the rest of the trip only through our own efforts.

2) They lost my luggage last week on a flight from Turkey to UK. Although I reported it as lost luggage at my arrival and received a file, an employee I talked today at the customer service told me that he did not see my luggage as lost luggage in their system. After 1 week they haven’t even registered it yet!

Pegasus Airlines check-in yesterday at Ben Gurion airport.

We were waiting patiently in line with 2 kids (5 & 7) for about an hour until it was finally our turn. We approach the counter and suddenly Melissa says her counter is now closed and we need to go somewhere else. We literally couldn’t believe our ears because she was checking everyone else in and even after the entire saga was over, she went ahead and checked in m a young couple just after us! There literally was no reason for this at all but she simply decided she wants to ruin our day. She didn’t want to listen or even cared that we had a flight very soon and now that her counter was closed, there was nothing we could do. We had to find a manager, some guy from security and plead with them to help issue our tickets, while her boss is behind security without any access. Then, after we finally got our tickets we told her we will file a complaint, to which she answered, “we will not be sending your luggage on that flight, you do whatever you want”. It was such a disgusting experience that after checked in we tried to talk to her supervisor and the response was “we don’t want to hear about it” or

Bad customer service.