Pegasus "full refund" isn't a full refund

urban469

I bought a Flex ticket on Pegasus which is advertised as "refund/reissue without penalty". When I actually requested the refund, they charged me a £9 "service charge".

They're now claiming that the service charge is mentioned in the Ts&Cs (I don't see it). Even if it is, this is misleading advertising isn't it? What should I do next?

bradders1983

urban469 wrote: »

I bought a Flex ticket on Pegasus which is advertised as "refund/reissue without penalty". When I actually requested the refund, they charged me a £9 "service charge".

They're now claiming that the service charge is mentioned in the Ts&Cs (I don't see it). Even if it is, this is misleading advertising isn't it? What should I do next?

Well I can see it... Section 3.2.1.f

https://www.flypgs.com/en/useful-info/info-about-flights/general-rules#2009

Pegasus Flex (Flexible Ticket Change Option): Pegasus Flex is sold as a separate product during the booking of the Ticket and provides flexibility to the Passengers, allowing them flexibility to carry out changes to their Ticket for Scheduled Flights without penalty, subject to the terms and conditions set out in this paragraph. Pegasus Flex does not grant any rights for Ticket cancellation or refund. Pegasus Flex product cannot be purchased as a standalone product after the Ticket is issued. Pegasus Flex is available for sale with the Ticket until six hours before departure time. With Pegasus Flex, Passengers can change their Tickets to another Scheduled Flight on any other route without penalty. Pegasus Flex can be exercised for any Ticket changes until two hours before departure time. If any Ticket change is made within two hours before departure time, the Ticket change rules valid for the Ticket fare class will apply and the Pegasus Flex product will be transferred to the new Ticket. Pegasus Flex will no longer apply once the Ticket is changed to an open-ended Ticket. If the Transportation Fare for the new Scheduled Flight is higher than the Transportation Fee for the former Scheduled Flight, the difference will be charged to the Passenger. As the product allows Ticket changes without penalty, the difference between a higher total Transportation Fare for the initial Scheduled Flight and the lower total Transportation Fare for the new Scheduled Flight will not be refunded. In case of any change in the price for the Pegasus Flex product for the former and the new flight, the difference is either charged or refunded to the Passenger. If Ticket change transaction is carried out through the Pegasus Call Center or Travel Agents, a service fee specific for this transaction will be charged.

urban469

But it wasn't done through the call centre or a travel agent. I did it myself on the website.

bradders1983

In which case then I have no idea.

Caz3121

is the non-refundable service charge not charged when you make the original booking

urban469

No idea - I can't see any mention of a non refundable service charge anywhere in the T&Cs.