Flight Cancellation

MSher

I would like to inquire about my case with Pegasus Airlines.

I had a connecting flight from Chisinau to Erbil with a transit in Istanbul Sabiha on 29/08/2025. The first segment was from Chisinau to Istanbul. Unfortunately, I could not travel to Moldova due to a visa issue.

On 29/08/2025, I was already in Istanbul and went to the Pegasus office at Sabiha Airport to ask about the possibility of canceling only the first segment of my flight. The lady at the Pegasus office confirmed several times that it was possible. However, when she proceeded with the request, she informed me that both flights were cancelled, as the system could not cancel just one segment.

I explained that I did not want the second flight to be cancelled, but she said it was not her fault. After a long discussion, I had no option but to pay $300 to buy a new ticket.

Later, I contacted Pegasus Customer Service, but they responded that the cancellation was made “as per my agreement,” which is not true, as I never agreed to cancel both flights. This was their final decision after more than two months of communication.

Could you please advise if there is any further action I can take, or any legal procedure available to recover my rights in this case?

eskbanker

It's normal for airlines to cancel subsequent legs of a booking if the first isn't taken, but obviously they should have informed you of this when discussing.  Check the Ts & Cs of your booking, where any dispute escalation procedures will also be outlined - as it's a Turkish airline and your routing didn't involve the UK or EU, your rights will be governed by the airline terms, plus those of the relevant local aviation regulator, and likewise you'd probably need to take any legal action in the Turkish courts, so it's unlikely that there'll be much knowledge of such on here.

Caz3121

this was probably a terminology issue with the request - you had a ticket from Chisinau to Erbil, this happened to have a transit in Istanbul but was priced as a single journey from Chisinau to Erbi rather than from Chisinau to Istanbul and Istanbul to Erbi. What you wanted to do (assuming the fare rules allowed it) was to change your ticket from Chisinau to Erbi to be from Istanbul to Erbi rather than mentioning cancelling.
They should have advised that cancelling was not possible for one segment and dealt with it as a change

MSher

Thank you for your comments
I was quite sure that it would not be possible to cancel only one leg of my flight. However, before leaving the airport, I noticed the Pegasus Airlines office and decided to ask. When I inquired, the staff informed me that it is indeed possible. That is why a agreed. Therefore, the airline should take responsibility for the mistake made by their employees, but unfortunately, they did not.

eskbanker

MSher said:

Thank you for your comments
I was quite sure that it would not be possible to cancel only one leg of my flight. However, before leaving the airport, I noticed the Pegasus Airlines office and decided to ask. When I inquired, the staff informed me that it is indeed possible. That is why a agreed. Therefore, the airline should take responsibility for the mistake made by their employees, but unfortunately, they did not.

An understandable position but if the airline is now uncooperative and has given a negative final response then, as above, you'd need to escalate elsewhere if wishing to pursue the matter.

However, if you ultimately ended up paying for a ticket that you'd have had to buy anyway then it may be challenging to make any claim stick?  In other words, what would you have done if you hadn't had the conversation in the airline's office?