Pegasus Customer Care: A Complete, Professional Guide

Official Contact Channels and Where to Start

The fastest and most reliable way to reach Pegasus customer care is through the official website and app. Start at the “Contact” hub: https://www.flypgs.com/en/contact. For formal service requests (refunds, feedback, complaints, lost baggage cases), use the dedicated form: https://www.flypgs.com/en/feedback. These routes create a trackable case ID and are prioritized by the airline’s back-office teams.

Pegasus’ main hub is Istanbul Sabiha Gökçen (SAW), and the corporate headquarters address for formal correspondence is: Aeropark, Yenişehir Mah., Osmanlı Bulvarı No:11/A, 34912 Kurtköy, Pendik, Istanbul, Türkiye. Use this address for physical mail related to legal notices or documents, but raise your service request online first so you receive a reference number.

For urgent, travel-day issues (same-day schedule changes, missed connections, airport rebooking), the quickest resolution is usually at the airport with ground staff or via the in-app chat—both operate 24/7 around flight banks. Non-urgent items (invoice corrections, retroactive miles, feedback) are better handled via the online forms to avoid phone queues.

What to Have Ready Before You Contact

Having complete, accurate data speeds up resolution and reduces back-and-forth. Keep your 6-character PNR (booking code), passenger names exactly as on the ticket, and your 13-digit e-ticket or receipt number at hand. If your case concerns payment, note the last 4 digits of the payment card, the authorization date, and the charged amount in the transaction currency.

For service disruptions or baggage issues, documentation is critical. Photograph tags, boarding passes, and receipts. Create a simple timeline with dates and times (local time at the airport). If you filed a PIR (Property Irregularity Report) at the airport, keep the PIR reference (often 5–10 characters) visible in your message to customer care.

• PNR and e-ticket: 6-character PNR (letters/numbers), e-ticket or receipt number (13 digits)
• Passenger details: exact name spelling, date of birth for minors, contact phone and email used for booking
• Flight details: flight number (PCxxxx), dates, origin/destination, check-in/boarding times
• Payment proof: transaction date, amount, card last 4 digits or bank transfer reference
• Baggage docs: bag tag number(s), PIR reference, photos of damage, receipts for essentials
• Evidence: screenshots of app/website errors, confirmation emails, vouchers, and any prior case IDs

Manage Your Booking Without Waiting

Most changes can be done in minutes via “Manage Booking”: https://www.flypgs.com/en/manage-booking. With your PNR and surname, you can add baggage, select seats, update contact details, add sports equipment or pets (if permitted), and request changes within your fare rules. The Pegasus Mobile App (iOS/Android) mirrors these functions and adds push notifications for gate changes and disruption alerts.

Change and refund eligibility depend on your fare family and the time left before departure. As a rule of thumb, changes become more restrictive once online check-in is open and seats are assigned. If the website/app shows a priced change, that cost reflects both the fare difference and any applicable change fee—confirm on-screen totals before paying. If you are forced to rebook due to a schedule change initiated by the airline, capture the message showing “involuntary change” to support fee waivers.

Always reconfirm details after any modification: flight number, date, departure time, terminal, baggage allowance, and ancillary services. If you do not receive a new confirmation email within a few minutes, check spam and then retrieve the itinerary through Manage Booking to ensure the change is finalized.

Baggage Problems: Reporting, Deadlines, Compensation

Report missing or damaged baggage immediately at arrival, before leaving the baggage hall, and obtain a PIR (Property Irregularity Report). This document is mandatory for follow-up claims. If you left the airport without reporting, contact the arrival airport’s lost-and-found/ground handler the same day and raise a case through https://www.flypgs.com/en/feedback with the PIR or a detailed incident description.

Time limits under the Montreal Convention are strict: for damaged baggage, submit a written claim within 7 days of receiving your bag; for delayed baggage, submit within 21 days from the date the bag is delivered; for lost baggage, you can claim after 21 days or once the airline confirms the bag is considered lost. Keep receipts for essential items bought during delay—reasonable, itemized purchases are typically considered.

Compensation for baggage issues is capped at approximately 1,288 Special Drawing Rights (SDR) per passenger (about EUR 1,600 depending on exchange rates). If you travel with high-value items, consider purchasing additional insurance. For sports equipment or special items, ensure they are declared and accepted in advance via Manage Booking to avoid disputes.

Delays, Cancellations, and Passenger Rights

For flights departing the EU/EEA/UK, Regulation EC 261/2004 (and the UK equivalent) may apply. If eligible, compensation is typically EUR 250 for flights up to 1,500 km, EUR 400 for flights between 1,500–3,500 km, and EUR 600 for flights over 3,500 km when the delay on arrival is 3 hours or more and the cause is within the airline’s control (not weather or air traffic control restrictions). Rerouting or refunds are also offered in case of cancellations.

Care and assistance—meals, refreshments, and communication—must be provided after a reasonable waiting time, commonly 2–4 hours depending on flight length. Keep receipts if instructed to self-purchase. If you accept rerouting, monitor updated itineraries in the app and confirm any interchange airports, visa requirements, and minimum connection times.

For flights not covered by EU/UK rules (e.g., domestic Türkiye segments), Turkish passenger rights under SHY-Passenger apply. Refer to the Directorate General of Civil Aviation (SHGM): https://shgm.gov.tr for current obligations and complaint channels. When in doubt, file via Pegasus’ feedback form first, then escalate to the national enforcement body of the departure country if you believe the decision is incorrect.

Payments, Refunds, Invoices, and Proof of Travel

Refunds, when permitted by fare rules or due to involuntary changes, are returned to the original form of payment. Processing time varies by bank, but 7–14 business days is typical once the airline approves the transaction. If you used mixed payment (card plus voucher/points), expect separate refunds for each component.

For immediate proof of purchase or travel, retrieve your itinerary/receipt in Manage Booking. If you require a tax invoice or a company invoice, request it within the time window set by Turkish e-invoicing rules or your local tax requirements. Include your tax ID and exact billing name to avoid re-issuance delays.

If a payment error occurs (duplicate charge or failure after authorization), take screenshots, note the authorization code if visible, and contact customer care through the feedback form with the exact timestamp and amount. Your bank statement line items and the Pegasus case ID help reconcile the transaction faster.

Reaching a Human Fast: Practical Tactics

Call and chat volumes spike around morning and late-evening departures. If your issue is not flight-day critical, contact between 03:00–06:00 Turkey time (TRT, UTC+3) for shorter queues. When calling, have a concise, one-sentence summary ready (“I need to add 1 bag to PC1234 on 28 Oct, PNR ABC123”), followed by the data points listed above.

For disruption days, use multiple channels in parallel: in-app chat, the website feedback form, and airport counters if you are at the airport. Keep all case IDs; if an agent promises a waiver or refund, ask for the note to be added to your PNR and request confirmation via email.

• Use the app/website first; only call if the self-service path errors out or you need a waiver
• Escalate politely with specifics: “case ID, timestamps, screenshots,” and propose a resolution
• If rebooking is needed, offer 2–3 acceptable alternative flights to speed up agent handling
• Document everything: names (or ID) of agents, time of chat/call, and any promised amounts
• After resolution, verify your new confirmation and check in again if your flight changed

Escalation and Regulatory Contacts

If you are unsatisfied after Pegasus’ final response, escalate to the appropriate national enforcement body. For EU departures, consult the list of National Enforcement Bodies via your departure country’s civil aviation authority website. For UK departures, see the CAA guidance: https://www.caa.co.uk/passengers/resolving-travel-problems. For Türkiye, refer to SHGM: https://shgm.gov.tr and the consumer complaint channels provided there.

When escalating, submit your full dossier: original booking confirmation, timeline, PIR (if baggage), case ID(s), correspondence, receipts, and a clear statement of what you are seeking (refund amount, compensation under EU261/UK261, reimbursement for expenses, or correction of records). Most authorities expect that you first attempted resolution with the airline; include the date of Pegasus’ final reply.

Finally, always use official Pegasus domains for forms and payments: https://www.flypgs.com. Avoid third-party links in unsolicited emails or social messages. For updates during your trip, enable notifications in the Pegasus app so schedule changes or gate moves reach you in real time.

Can you get a refund from Pegasus?

Refunds for cancelled flights, and for Pegasus Airlines flights that connect to or from the cancelled flight on the same day, are refunded in full with no deductions and can be requested up until the expiry date of the ticket.

Is Pegasus owned by Turkish Airlines?

About. Originally founded in Dec-1989, Pegasus Airlines is a Turkish low cost carrier. It operates a network of domestic and international air services alongside its affiliate airlines. Pegasus Airlines is owned by Turkish private equity firm Esas Holding AS.

Does Pegasus pay compensation?

In addition to your compensation for the flight delay, Pegasus Airlines must also cover any additional expenses for food, drinks, transport and accommodation that you might have had while waiting for your new flight. We are happy to help you get reimbursed for your additional costs, too.

Can I change my flight on Pegasus?

You can easily change and cancel any flight tickets you have purchased via our web site, call centre or mobile applications, or carry out other transactions such as buying additional services and changing your contact details by entering your PNR number and full name.