Passenger Rights

On an overbooked flight, a situation where passengers are not allowed to board a flight due to sales exceeding the capacity even though they have a confirmed ticket and confirmed reservation on a Pegasus Airlines Flight departing from an EU country.

Cancellations of Pegasus Airlines flights departing from EU countries.

Long delays to Pegasus Airlines flights departing from EU countries.

If you should come across one of the above situations with a flight where you have a confirmed reservation and confirmed ticket on a Pegasus Airlines flight departing from an EU country, you are eligible for Pegasus Airlines’ Passenger Compensation and Care Service System as long as you go to the ticket counter during the checking in period.

Passengers who bought tickets at a special discount price or free tickets are not eligible for this service. Our disabled passengers and minors travelling alone will be provided with the required special services by Pegasus Airlines staff or handling agents on our behalf.

Our passengers can contact us with their complaints concerning passenger rights:

We first ask our passengers if they wish to volunteer for Denied Boarding. Pegasus Airlines staff or handling agents on our behalf at the airport will provide the necessary information to those passengers who accept.

We then offer (as long as there are seats available) another flight to the final destination at a later time or date. Passengers may choose whichever they prefer and a Pegasus Airlines or a competent tour operator will arrange the change.

Also, the services mentioned below are provided free of charge:

• Food and refreshments appropriate for the waiting period
• Accommodation for one or more nights in a hotel (including transfers) if required
• Telephone calls, fax, telex or email services

Arrangements will be made accordingly if passengers decide whether they prefer a flight at a later time or date to the final destination.

Also, the services mentioned below are provided free of charge:

• Food and refreshments appropriate for the waiting period
• Accommodation for one or more nights in a hotel (including transfers) if required
• Telephone calls, fax, telex or email services

Arrangements will be made accordingly if passengers decide whether they prefer a flight at a later time or date to the final destination.

No Compensation will be paid if the irregularities are due to extraordinary circumstances that could not have been avoided even if all reasonable measures had been taken. These extraordinary conditions include, but are not limited to: unstable political conditions, bad weather conditions (fog, snow, storms, high winds, etc.), unexpected security or safety risks and restrictions, strikes, airport issues, delays due to air traffic control, air traffic restrictions, exceptional passenger issues, baggage, aircraft or airport security precautions.

No compensation will paid for long delays. The below mentioned services are provided free of charge:

• Food and refreshments appropriate for the waiting period
• Telephone calls, fax, telex or email services

In case of denied boarding, cancellation or delays exceeding five hours, a refund of the ticket is made for the part of the flight that is not yet completed or for the whole flight if the completion of the flight does not serve the purposes of the passenger, even if parts of the flight have been completed.

In this case, the return of the passenger to the departure point is provided at the earliest time possible upon the passenger's request. A handling agent authorized by Pegasus Airlines will provide services listed above on behalf of Pegasus Airlines. Tour operator may be involved in the arrangements if necessary.

This information brochure is based on the provisions of the EC No 261/2004 Regulation of the European Parliament and EU Council.