Pegasus Airlines

Customer Reviews

2 star Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 348 reviews
4/10
2 star Skytrax Rating
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1/10

"Worst ground staff service"

(Philippines)

Trip Verified | Ground staff comprehension skills are so low. I had an approval from my destination country that mentions “exempted from quarantine”, the ground staff were insisting for me to have hotel quarantine and held me for more than 30mins! They tried calling for other colleagues and was unsure of what they are doing. I ended up going back on the line without even a proper explanation. Worst ground staff service ever.
AircraftA320
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteTbilisi to Doha via Istanbul
Date FlownAugust 2021
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
3/10

"three days for delivery of my luggage"

(Netherlands)

Trip Verified | Preflight and during were fine, average what you expect from a budget airline. Upon arriving in Istanbul, I found out my luggage wasn't there. Because another flight came in in 2 days, I had to wait three days for delivery of my luggage. Customer service and communication were okay. Contact couldn't be done through email though. Pegasus Airlines' desk at the airport told me it was the mistake of the luggage handling company at the airport I was flying from. However, the luggage handling company told me it was the other way around. To save time I didn't take it to 'court'.
AircraftA321
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteAmsterdam to Istanbul
Date FlownMarch 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
2/10

"the poorest communication management system"

(Qatar)

Trip Verified | Such a disastrous airline with the poorest communication management system. I was supposed to fly from Doha to Tiblisi via Istanbul this morning but they did not allow me to check in as I didn’t carry a PCR test which was earlier informed as not required as I am fully vaccinated. There was no communication from the airlines about the latest requirement set by them and they surprised me at the counter and behaved so rudely towards me. Their website wasn’t updated and moreover their customer service rep confirmed that PCR is not required if your final destination is Georgia as I’m vaccinated. They made a huge chaos in my life and were not even ready to accept their fault. When I raised it as a concern they blamed me for not calling them or checking with them about the requirements whereas their website has outdated information and their so called customer service representative also provided false information. Who will compensate me for the time and money I spent during the whole chaos? Such a useless airlines and customer support.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteDoha to Tiblisi via Turkey
Date FlownJuly 2021
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

" I was not permitted to board"

(Ukraine)

Trip Verified | Using the services of Pegasus Airlines - you do it at your own risk. I was able to make sure of this a few days ago, when from Istanbul, where I was in transit, I was not permitted to board on the flight to Manchester. According to UK regulations, the arriving in the country must fill out a form and pay for a COVID home test kit, for self-control after arrival. However, for some categories there is a formal exception to the rule. When boarding the flight, I presented all the necessary documents confirming that an exception to the general rule applies to me. However, the airline employees refused to let me on the flight due to the lack of the mentioned COVID home test kit. When the situation cleared up, my plane had already departed. I was not offered any compensation or a replacement ticket, the manager behaved rudely. I do not recommend using the services of this airline.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLviv to Manchester via Istanbul
Date FlownMay 2021
Ground Service 12345
Value For Money 12345
no
1/10

"luggage didn't arrive with me"

(Spain)

Not Verified | Worst airline!! not recommended at all!! not responsible! worst experience. My luggage didn't arrive with me, it went to Dusseldorf instead of Barcelona. I had to wait 5 days to have my luggage. I had to take the optima ticket and to pay extra baggage in order to carry all these stuff and at the end everything went into the garbage because of their irresponsibility.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteBeirut to Barcelona
Date FlownApril 2021
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"I did not need a pet passport"

(Italy)

Trip Verified | They told me I cannot enter the plane with my pet even though I confirmed with their airline prior to the flight and with a vet which papers I would need. It even says on their website that I did not need a pet passport, that only flights to the EU require this. They admitted it was wrong, but they didn't do anything about it. No refund or anything. I had to speak to 10 employees and all of them were unprofessional and rude.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteIstanbul to Hurghada
Date FlownApril 2021
Ground Service 12345
Value For Money 12345
no
1/10

"tickets are burned and there is no refund"

(Turkey)

Trip Verified | Got to check in when it was still open. Tickets were bought with Turkish Residency card and were not matching with the HED code. For 20 mins staff were rejecting any try to fix the issue as we had a valid HES codes for each passenger. Because the system didn't recognise it they didn't allow us to go on board and I was left with two kids in airport. Immediately checked with management they said your tickets are burned and there is no refund, when the plane still didn't take off. Later the staff advised actually you supposed to link your HES code in a different way, after the flight is gone. This is unacceptable. Rude staff have us so much of stress and caused us money loss.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteAntalya to Istanbul
Date FlownMarch 2021
Ground Service 12345
Value For Money 12345
no
1/10

"staff were terribly unprofessional and unhelpful"

(Germany)

Not Verified | Was on my way back from Istanbul to Berlin, only to get denied boarding at the last minute with a group of some other passengers. The reason: you need to present a PCR test to fly to Germany with Pegasus specifically. The test was not required by German officials (we all called and even double checked with the health ministry). We were not even informed about this by the airline when we bought the ticket. We of course got several commercial emails to buy additional services but nothing about a required test. The staff were terribly unprofessional and unhelpful. Some even rude. We were there confused for hours trying to figure out what should we do. They took our passports(!) and disappeared for at least 1 hour leaving us confused in the international area of the airport. First saying we could book another flight, and then after wasting 4 hours of our time arguing with several incompetent employees who barely spoke English, turned out we had to re-enter the country, buy new tickets, do an unnecessary corona test, book a hotel for a night and return to Germany the next day. Terrible experience.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteIstanbul Sabiha Gokcen to Berlin
Date FlownOctober 2020
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"the young cabin crew started screaming"

(Netherlands)

Trip Verified | Flight from Istanbul to Amsterdam. Flight number: WZ72JB - PC1253. I was after surgery, I tried to pay for water with my Netherlands card. Of course it is a problem if you don't have a visa. I needed to drink my pills after surgery but I couldn't pay so I didn't get any water. I thought I get could get one cup for free (I saw the cabin crew drinking from big bottles) but no. I felt very bad during the flight but nobody came to me. On landing people started to pick up their stuff, the young cabin crew started screaming that they must sit. It was not professional! Terrible service! I flight all the time and have never met people like on this flight. Also baggage! Before my flight I bought extra baggage - 20 kg - 15e but I didn't get any confirmation to my email or to my electronic ticket. Of course I had paid but there was a problem between the bank and Pegasus so I paid double because I had to buy my 20kg again at the airport.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
Routeİstanbul to Amsterdam
Date FlownFebruary 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"never informed of the rule by email"

(Netherlands)

Trip Verified | Worst airline ever, I paid for extra baggage and on the way back the check in service told me that they will charge me extra because they wont count the sum weight of my two baggage which is by the way less than the extra that i paid for. I even called their customer service before my flight and asked them if they will calculate both baggage together and they said YES on the check in they wanted me to pay extra and said a new rule was made one day before my flight date. I was never informed of the rule by email or message or any way. So not reliable at all, even in their own rules.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteAmsterdam to Beirut via Istanbul
Date FlownFebruary 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no