1 Jan, 2018 → by ClaimboUser102199
huge delays and poor customer service

1

Good Afternoon, I flew from Dalaman airport with Pegasus Airlines on the 10th August 2017 (PNR: JSXJQ9), I had a connecting flight in Istanbul to Doha. The flight was delayed at Dalaman and rather than communicate that I would miss the connecting flight, I was put on the delayed plane, landing with 40 minutes to get on the connecting flight. I ran as fast as I could, was told I had 'Missed my flight' by your ground representative (despite having 40 minutes to get on the plane) and when I asked what I do now, he gestured in the direction I should move in but gave me no directions. By this time I was fraught, crying in a country where there seemed to be no one that could communicate what I should be doing in the very short time frame that I had. I ran to passport control, was rudely dismissed and told to go to Pegasus desks, I ran and queued, eventually was allowed to get to the man at the desk who told me he was in charge of baggage allowance and no he couldn't help me, I tried to move along to the next desk and was met with the same level of hospitality. All I needed to know was where I should go. Neither would tell. By the time I found someone who could actually help me, my flight was gone. I now had to discover what I should do next. I found a help desk, watched many people push in front of me, unchecked by the staff. Eventually the desk cleared of all people and I was able to get to a representative. She tried to calm me down (the first representative for Pegasus who actually recognised how distraught I was). She told me my new flight would be 24 hours after the original intended flight. A whole 24 hours after I was supposed to be back in Doha. My suitcases apparently made the flight that I couldn't get on and I was told they would be waiting for me in Doha, I needed to find the baggage office at Hamad International. There was no wifi in the airport, I couldn't contact the people collecting me in Doha until I was FINALLY taken to a hotel that allowed me to contact everyone that would be affected by this delay. After my 24hour delay I reached the airport well within time and was seated onboard. We sat on the delayed plane for roughly 1.25 hours because apparently the traffic was heavy but we were 'ready to fly' (I saw the plane being refuelled under the wing I was sitting on, therefore found this hard to believe). Once I landed I made my way straight to the baggage office. They told me the bags were not there. I asked how this was possible when I had watched the Pegasus staff member at SAW airport, track the bag over the phone and tell me it had been placed on the original flight. The staff at Hamad International asked me to check the conveyor belt just in case. One bag had made the flight I was on (another miscommunication). The other hadn't. I went back to the baggage office. The men recognised how distressing the whole situation had been for me and went over and beyond the call of duty in tracking my lost suitcase. From the description I had given them, they were able to identify that the suitcase was in SAW airport and had lost its luggage tags. The only descriptor that didn't match was the weight (it was lighter by roughly 500g-1kg, indicating that things had been removed) but they were sure it was mine from what I said was inside. I was told to wait for the call and make the journey back to the airport to collect the lost baggage. I couldn't believe that I would have to use my time AND petrol chasing up Pegasus's continuous mistakes. It appeared all staff I dealt with in Dalaman and SAW airports KNEW I would be missing that connecting flight. If this was known before I boarded in Dalaman I could have either returned to where I had been staying in Fethiye OR made alternative arrangements to get home to Doha as close to the original plan as possible. Instead I was subjected to rude, ineffective staff, the standard of English was insufficient to communicate quickly and effectively and the miscommunications added stress to an already EXTREMELY stressful situation. There needs to be compensation for the time wasted, the additional cost to ME and the poor treatment I suffered at the hands of your ground staff in SAW airport.
Helpfull? 0 votes

Post your comment:



Do you want to help? Probably you've just been in a similar situation, know the solution and want to help? Perhaps you are just a kind person who has advice on the merits. Please write your comment — you can do a good breed.

If you are actual Representative of Pegasus Airlines you can contact the user using the comment form and help resolve the situation. The user can always mark his complaint as "resolved". Maintain your brand image, it is FREE.

Copyright © 2023 CLAIMBO.COM. All rights reserved.