How can I claim against Pegasus for a cancelled domestic flight Turkey (Istanbul) to Turkey (Dalaman

whalemoney

Hi I had a flight cancelled by Pegasus - no reason was ever given, all of us passengers were all just bussed off to a cheap hotel in Istanbul and picked up the next morning and given another flight.  So we lost a day of our holiday.  I've contacted Pegasus but I just get generic nonsense about how it could have been weather, technical issues etc, they still won't confirm the reason why they cancelled it, they're seemingly just winging it.

I've tried to make a claim on the CAA website but that only covers flights involving a EU country.  So my understanding is that Turkey to Turkey doesn't qualify.  Without the CAA I'm not sure what the next option available to me is.  Anybody have any ideas?

Other info that might be useful - the flight that was cancelled on me was actually the second flight that day.  The first flight was was Manchester to Istanbul, then I'd be getting the connecting flight Istanbul to Dalaman.  All flights were booked under the same booking with Pegasus, all paid for as a single payment.  It was;
Departure day: Manchester to Istanbul, Istanbul to Dalaman
Return day: Dalaman to Istanbul, Istanbul to Manchester

I was wondering if the above booking would make this eligible for a CAA claim as I'd effectively flown from Manchester to Dalaman just with Istanbul being a quick drop off.

bagand96

If it was all ticketed together on one booking reference then you may be able to claim, because the journey started in the UK. EU legislation is not relevant as neither the UK or Turkey are in the EU. 

The relevant legislation is the UK replacement for EC261 (pretty much exactly the same as EC261 - often referred to as "UK261" but not sure that's it's official designation?) 

Note that if it was a weather/ATC issue, or other extraordinary circumstance, then compensation won't be due. 

whalemoney

bagand96 said:

If it was all ticketed together on one booking reference then you may be able to claim, because the journey started in the UK. EU legislation is not relevant as neither the UK or Turkey are in the EU. 

The relevant legislation is the UK replacement for EC261 (pretty much exactly the same as EC261 - often referred to as "UK261" but not sure that's it's official designation?) 

Note that if it was a weather/ATC issue, or other extraordinary circumstance, then compensation won't be due. 

Thanks.  If it was weather/ATC then I'm assuming they'd have to provide evidence of what the exact problem was?  So far they're just copy and pasting that it could have been one of a bunch of reasons.  I don't consider this good enough.  If they cancel a flight then it isn't unreasonable to expect them to keep a proper reason documenting why the flight was cancelled.  

whalemoney

I've made a claim via the CAA website and CAA responded asking for evidence of my out of pocket expenses.  The problem is I don't have much evidence as we paid for everything in cash once we were there.  Do CAA not compensate for the loss of a day of the holiday?  I was under the impression that was what I was claiming for, not for out of pocket expenses.

onashoestring

A claim for lost day of your holiday would need to be on made on your travel insurance policy
. 

Did Pegasus pay for the hotel and your meals whilst you were waiting for the flight the next day ?  

Caz3121

Your claim for compensation (if applicable) is from the airline
have you checked any of the free flight checkers to confirm if any of them think you have a valid claim? the reason will have been coded by the airline so the information should be centrally held
have you been through this document? https://cdnp.flypgs.com/files/pdf/EN_yolcu_haklar__kart_.pdf
there is a UK telephone number for Passenger Rights and also a link to their complaints/contact form

whalemoney

onashoestring said:

A claim for lost day of your holiday would need to be on made on your travel insurance policy
. 

Did Pegasus pay for the hotel and your meals whilst you were waiting for the flight the next day ?  

I'm assuming Pegasus have a deal with Ibis as we didn't have to pay for the Ibis they sent us to. 

We weren't given any food and drink apart from an orange each, a f*in orange!  I don't consider that reasonable.

We'd took off from UK at about 2pm, so had basically nothing to eat or drink for 4 or so hours during the flight, then the flight gets cancelled, so we're queing at multiple Pegasus kiosks for about 2 hours, we're then crammed into a tiny coach to an Ibis in Istanbul and end up queuing at a hotel on our feet for for 2 hours with luggage under our arms whilst they take each persons passport, scan them then give us all room keys and one orange each.  So by the time we got into our room it was about half 12 midnight.  No food or drink during all that time apart from that orange.  No vending machines at the hotel and told theres no food as they hadn't expected a hundred or so Pegasus passengers to be checking in with no notice.  

whalemoney

Caz3121 said:

Your claim for compensation (if applicable) is from the airline
have you checked any of the free flight checkers to confirm if any of them think you have a valid claim? the reason will have been coded by the airline so the information should be centrally held
have you been through this document? https://cdnp.flypgs.com/files/pdf/EN_yolcu_haklar__kart_.pdf
there is a UK telephone number for Passenger Rights and also a link to their complaints/contact form

Thanks for the reply but I don't understand most of your comment. What are 'free flight checkers'?

I also don't understand what you mean by the information should be centrally held.  I've never been given a code.  Pegasus replies are really poorly worded, I'm assuming by a Turkish person using Google translate.  They've never provided me with a code, all they can say is force majeure but I want an exact reason.  They could just blame every cancellation on force majeure as it's a catch-all phrase that they could use to easily evade any liability without actually justifying themselves with a proper reason.

onashoestring

whalemoney said:

onashoestring said:

A claim for lost day of your holiday would need to be on made on your travel insurance policy
. 

Did Pegasus pay for the hotel and your meals whilst you were waiting for the flight the next day ?  

I'm assuming Pegasus have a deal with Ibis as we didn't have to pay for the Ibis they sent us to. 

We weren't given any food and drink apart from an orange each, a f*in orange!  I don't consider that reasonable.

We'd took off from UK at about 2pm, so had basically nothing to eat or drink for 4 or so hours during the flight, then the flight gets cancelled, so we're queing at multiple Pegasus kiosks for about 2 hours, we're then crammed into a tiny coach to an Ibis in Istanbul and end up queuing at a hotel on our feet for for 2 hours with luggage under our arms whilst they take each persons passport, scan them then give us all room keys and one orange each.  So by the time we got into our room it was about half 12 midnight.  No food or drink during all that time apart from that orange.  No vending machines at the hotel and told theres no food as they hadn't expected a hundred or so Pegasus passengers to be checking in with no notice.  

You are entitled to meals during this time -the airline has to provide them or pay back your reasonable expenses .  You would need to submit copies of your receipts to the airline to claim back these expenses. 

This is in addition to any compensation that you maybe due. 

Caz3121

whalemoney said:

Thanks for the reply but I don't understand most of your comment. What are 'free flight checkers'?

I also don't understand what you mean by the information should be centrally held.  I've never been given a code.  Pegasus replies are really poorly worded, I'm assuming by a Turkish person using Google translate.  They've never provided me with a code, all they can say is force majeure but I want an exact reason.  They could just blame every cancellation on force majeure as it's a catch-all phrase that they could use to easily evade any liability without actually justifying themselves with a proper reason.

there are companies like EUClaim and bottonline that have compensation checkers on their website (you don't need to commit to use the companies for claims) based on the reason the airline has logged for the delay / cancellation you may get a result like
"there is no compensation due and the delay/cancellation was due to circumstances outside the airline's control" (this could be weather related, ATC related etc)
or
"you could be entitled to compensation..."

whalemoney

Caz3121 said:

whalemoney said:

Thanks for the reply but I don't understand most of your comment. What are 'free flight checkers'?

I also don't understand what you mean by the information should be centrally held.  I've never been given a code.  Pegasus replies are really poorly worded, I'm assuming by a Turkish person using Google translate.  They've never provided me with a code, all they can say is force majeure but I want an exact reason.  They could just blame every cancellation on force majeure as it's a catch-all phrase that they could use to easily evade any liability without actually justifying themselves with a proper reason.

there are companies like EUClaim and bottonline that have compensation checkers on their website (you don't need to commit to use the companies for claims) based on the reason the airline has logged for the delay / cancellation you may get a result like
"there is no compensation due and the delay/cancellation was due to circumstances outside the airline's control" (this could be weather related, ATC related etc)
or
"you could be entitled to compensation..."

Thanks but how do I find out the reason/ code logged by the airline?  I was never given one and this information isn't available on the internet.