✅ Verified Review
| Cologne to Tehran via Istanbul. This is the first time my husband and I flew Pegasus Airlines and we think we will not fly them anymore ever again. The customer service was below average, the seats are tight and we are having problem with our inclusive meal in every sector of our flight. We have bought the Advantage package, which includes 30 kg luggage, seat selection and Sandwich + Beverage. None of the flight sector accepted our claiming of food because they said it was not shown in their list and we should have book it in advance online. But there was no function or page online that allows us to choose our sandwich. The crew does not even know what is included in the Package, seems like their knowledge our company's products is limited. I wrote an email to the customer service to solve this issue one week before our flight back to Cologne as there is no Pegasus office in Tehran. Unfortunately, they only reply my email today, which is 2 days after my return flight! The customer service just wrote a short 2 sentences email and told me that no food to be served on Tehran flight. But the whole case was not just Tehran, it was all the sectors! I have attached the booking page screen shot here, there was no where mentioning that we food was not included in Tehran flight which is what they are claiming, not even in our printed itinerary! The sandwich does not cost much of money and we are not petty about a sandwich, but the fact is we have paid for it and they should offer us the service that we have paid for! Below are the summaries of our flight experience with Pegasus: Cologne to Istanbul
: Flight delayed due to the coup crisis in Istanbul (our bad luck!) but the ground staff handled the situation well. The crew on board were OK, the legroom is acceptable at this point. No food can be claimed according to crew as they don't have us in their list. Istanbul to Tehran
: Crews were rude and unfriendly. Narrow legroom and seats are tight. No food can be claimed again. Tehran to Istanbul
: Crews were OK. Narrow legroom and seats are tight. The representative from Tehran took our name and said she will settle the food problem for us, but when we were on board, no food can be claimed again. Istanbul to Cologne
: Crews were OK. Narrow legroom and seats are tight. No food can be claimed again. There was a little girl sitting behind us and has been kicking our seat from the back for like 4 hours and she wouldn't stop even we complained to the mother and the stewardess even talked to the mother. The mother didn't care at all! This is the worst flight sector ever. We had the same problem with little kids behind us when we flew Turkish Airlines from Istanbul back to Frankfurt last year. I don't think this is the right was of operating an airline. Pegasus should consider changing their online system to be more user friendly and retrain their staff and crews about the products of the company.