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    Complaint to an airline

    Hi
    I would like to know if I have a case Herero complain about.
    I was to travel on a Pegasus airline from stansted airport to Cyprus.
    Just before boarding the flight at 1.30 pm a lady came up to me and said my carry on bag was too big, she suggested to throw away stuff or pay £45
    She said I am only allowed 8kg , I had 12kg and I reduced the carry on to 8kg and the others in my hand bag but she refused and said I need to have a total of 8kg including the hand bag.
    I then offered to pay the £45 and gave them my credit card, they entered the card details on their computer 3 times and said the card was not going through, i explained that's the only card I hard and I had used it to purchase my train tickets that morning to stansted and I had no problems with it.
    They then refused me from getting on the plane and I sat there and the plane left.
    I asked to be rebooked on another flight and they said I needed to come back the next day as no more flights that day. This was a terrible blow to my travel plans.
    I contacted my agent and got a flight to another airport in Cyprus same day and paid £150 cash .Went to cash point to withdraw cash lead by airport security.
    This 2nd flight didn't question or ask anything about my carry on luggage . I arrived safely the same day, but I had to pay for a taxi to drive me for over an hour to my actual destination from this 2nd airport in Cyprus.

    My questions are
    1. Can I claim compensation for £150 I paid and the streess caused to me
    2. Is it my fault that their system was not accepting my credit card , I asked to be billed or sent an invoice and they refused
    3. If they had let me on that flight with 4kg extra what damage would it have caused the flight.
    4 . I want to write directly to the chief executive of Pegasus but I can't see his email any where as I want to attach photos and receipts and for him to actually know what goes on in his business.
    5. The complaint system they have on their website is tick boxes and I can't attach my photos
    Sorry for the long post , what should I do, do I have a case here

    23 Comments

    No you dont have a case sorry.

    Was the second flight with the same company?
    What was the baggage allowance supposed to be?
    Edited by: "snoopy18" 6th Dec 2016

    Original Poster

    No the 2nd flight was s different company cobalt airline
    Even the security agent taking me to the cash point said cobalt airline are not strict on carrying ons
    Edited by: "choice4" 6th Dec 2016

    If you went throw the custom and baggage checks and they let you thro I don't see why the air hostess should say anything

    No case I'm afraid.

    Original Poster

    I don't even think she was an air hostess she was one of the ladies in the fluorescent jackets standing around just before you get on the flight when your passport and boarding pass are checked at c desk

    Original Poster

    Please those saying no case can you give reasons

    choice4

    I don't even think she was an air hostess she was one of the ladies in … I don't even think she was an air hostess she was one of the ladies in the fluorescent jackets standing around just before you get on the flight when your passport and boarding pass are checked at c desk


    Was your bag weighed earlier?

    Original Poster

    snoopy18

    Was your bag weighed earlier?



    No the bag was never weighed and when the lady stopped me to say my bag was overweight she just lifted it up she didn't have a scale so I asked what was the weight so she had to send someone to go and fing a scale and then come back to weigh it
    I also had a letter showing I had medications on me and she said to prove to her that the medication weighed all that.
    She made me throw some fruits away and still didn't let me on the plane

    flypgs.com/en/…les

    Their website clearly states ONE item of handbaggage 20x40x55cm and no more than 8kg may be carried....
    and that this amount cannot be added to (with or without additional payment)

    The airside staff (ladies in high vis jackets at the gate) will either be directly employed by the airline or working for a handling agent contracted by the airline and in either case will be working to Pegasus's instructions.

    If every passenger thinks they have divine right to flaunt baggage allowance then quite simply the flight is endangered. It will be fuelled and loaded based on actual weights of baggage and cargo in the hold plus "notional weight" of passengers and their hand luggage. Crudely put you get a cheap flight on the basis that the airline use less fuel to get a lighter aircraft in the air and keep it there.....They do their sums whichever way they want to keep a profit. Margins for lo-cost flights (or actually aviation generally these days) are tight enough for most to get picky about baggage cheats. I worked for an airline once that physically weighed every passenger at check-in!!

    The terms and conditions are clear so I doubt your complaint will be upheld. Perhaps if you had contacted the airline in advance they would have been more sympathetic about medications.

    I'm not sure what the Herero have to do with this but I would say you took a chance when taking an overweight back and got caught. Having to pay £150 extra is sad but thats life.

    Agreed with the rest of the comments. However, I do believe you can pursue the £150 cost and the taxi fare in Cyprus. You offered to pay the £45. If the issue isn't insufficient balance or any other issue to do with yourself, you can put the blame on the card machine or your credit card provider.

    Find out who is at fault regarding the card decline and pursue the compensation.
    Edited by: "Pagals" 6th Dec 2016

    Original Poster

    Thanks all I will still pursue my complaint because I saw others even carrying more than I had and they were not stopped, I took some photos showing others and their carry ons.
    Also i think the card didn't go through because of human error , I am not sure the guy entering the card details put it in correctly on the computer although he said he had tried 3 times.
    They said I have wasted their time so they wouldn't let me on , if the card details had gone through in their he last try they would have still let me on the flight.
    I think it all dependable on the person and home compassionate they are.
    How come the other airline with the same terms and conditions didn't even say a word about the carry on.
    I life all depends on who you meet on your way

    Please can someone give me the link of email for the CEO of Pegasus

    Why on earth did you need 12kg of stuff for a short haul flight?

    I flew to Auckland via Singapore a few days ago and barely needed the contents of my rucksack I carried on with me which included many medical supplies for my ileostomy bag.

    I agree with Ceres above . I would only add that if your only genuine complaint is that they may have entered your card details incorrectly and therefore it was their fault in some way, then the easiest way to check is to contact your bank/card provider who will be able to tell you the exact reason a card was declined. If they have no record of the transaction then it's fair to assume an error was made in processing.At least then you would have a comprehensive argument.

    If everybody had 4kg extra on their hand luggage then it would matter. Airlines use a fairly complicated formula for working out the weight of the plane before take off and if you add on an extra 3/4 of a ton from everyone having an extra 4 kg or more in their hand luggage, then that can seriously affect the performance of the aircraft.

    You've got no comeback on the airline, you failed to adhere to their terms and conditions before travel and that's your lookout. if you're too stupid to read the guidelines then you've only got yourself to blame

    paradise56

    If you went throw the custom and baggage checks and they let you thro I … If you went throw the custom and baggage checks and they let you thro I don't see why the air hostess should say anything



    Because the first place the actually airline staff can see the hand luggage is at the boarding on the plane.. Unless you decide to show them it when you put hold luggage in (but not everyone does that). Different airlines have different weight limits so how would customs and security know what it should be!

    as someone who has flown a lot with work, the things I have learned over the years if you are in business class or above you will get lots of help with issues, before, during and after a flight, anything else you may be lucky to get a response. if you don't follow the rules then you wont get any help at all.

    choice4

    Thanks all I will still pursue my complaint because I saw others even … Thanks all I will still pursue my complaint because I saw others even carrying more than I had and they were not stopped, I took some photos showing others and their carry ons.Also i think the card didn't go through because of human error , I am not sure the guy entering the card details put it in correctly on the computer although he said he had tried 3 times.They said I have wasted their time so they wouldn't let me on , if the card details had gone through in their he last try they would have still let me on the flight.I think it all dependable on the person and home compassionate they are.How come the other airline with the same terms and conditions didn't even say a word about the carry on.I life all depends on who you meet on your wayPlease can someone give me the link of email for the CEO of Pegasus


    The other airline has a higher cabin weight allowance so not the same terms at all.

    choice4

    Thanks all I will still pursue my complaint because I saw others even … Thanks all I will still pursue my complaint because I saw others even carrying more than I had and they were not stopped, I took some photos showing others and their carry ons.



    How do you know their baggage weighed more than yours? Even so, it makes no difference what others may/may not have carried on, you were the one that got caught not them. Put it down to being a lesson learnt.

    Unfortunately, you have been caught in the confusion that is modern air travel. Pegasus is a Turkish owned charter and low cost operator. As a lo-co they have a mission to extract the maximum amount of extra money they can from extras like baggage.
    I'm slightly surprised that they didn't let you board as it has the potential to delay a flight.
    I'm afraid you won't get anywhere with compensation, but you have added to the years of complaints about Pegasus airlines.

    Original Poster

    Well I spoke to my bank and there is no evidence of card decline or attempted transaction for £45
    So they will send me a letter to prove this and I would use it to make my complaint.
    I knew the man trying to take the card payment didn't know what he was doing
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