Pegasus Airlines compensation: when you can claim for flights from Europe
Pegasus Airlines is the Turkish low-cost airline based at Istanbul Sabiha Gökçen Airport. We have already handled more than 350 Pegasus claims, mainly on flights to Istanbul from Bergamo, Madrid, Barcelona, Amsterdam and Brussels Charleroi. If your flight left a European airport and reached its final destination 3 hours or more late, was cancelled at short notice, or you were refused boarding, you could be owed €250, €400 or €600 per passenger.
There is one important limit. Pegasus is a Turkish airline, not an EU one, so Regulation (EC) No 261/2004 only applies to its flights departing from an airport in the EU, Iceland, Norway or Switzerland. An Amsterdam–Istanbul flight is covered; the Istanbul–Amsterdam return operated by Pegasus is not.
Delayed flight
Your Pegasus flight from Europe lands at your final destination at least 3 hours behind schedule.
3+ hours on arrivalCancelled flight
Pegasus told you less than two weeks before departure and did not offer a replacement with similar times.
Under 14 days' noticeDenied boarding
The flight was full and you were left behind, even though your documents were valid and you reached the gate on time.
Payable straight awayNo compensation
Flights departing from Turkey or other non-EU countries, and disruption caused by genuinely extraordinary events that Pegasus can prove.
Non-EU departure or extraordinary eventNot sure which side of the line your flight falls on? Enter the airports and the date and we will tell you in a couple of minutes. Check your Pegasus flight.
How much Pegasus pays: compensation on routes to Istanbul
The amount has nothing to do with your fare, whether you booked Light, Saver or Comfort. It depends only on the distance from your European departure airport to your final destination. From Madrid, Amsterdam or Bergamo that usually means €400.
| Distance | Example Pegasus routes | Compensation |
|---|---|---|
| Up to 1,500 km | Athens–Istanbul, Sofia–Istanbul | €250 |
| 1,500 to 3,500 km | Bergamo–Istanbul, Madrid–Istanbul, Barcelona–Istanbul, Amsterdam–Istanbul, Brussels Charleroi–Istanbul | €400 |
| Over 3,500 km | Bergamo–Dubai via Istanbul on a single booking | €600 |
Every passenger on the booking has their own claim. A family of four on a Barcelona–Istanbul flight that arrived 4 hours late could claim €1,600 from Pegasus, as children with their own seat are entitled to the same amount as adults.
Pegasus flight delayed: what to do to claim compensation
Delays account for around 7 in 10 of the Pegasus claims we handle. What counts is the moment the first aircraft door opens at Sabiha Gökçen or at your final destination, not the take-off time, so a flight that left 2 and a half hours late can still end up over the 3-hour mark. While you wait:
- Keep your boarding pass, either the mobile one in the Pegasus app or the paper one from the desk.
- Screenshot every Pegasus notification about the delay or a new departure time, with the date and time visible.
- Note the time you actually got off and photograph the arrivals board at Istanbul or wherever you landed.
- Ask the Pegasus desk for meal vouchers if the wait drags on, and keep receipts for anything you buy yourself.
- Don't settle for BolBol points or vouchers: compensation under the Regulation is owed in money.
Meals, drinks and hotels: the care Pegasus owes you
On flights leaving Europe, Pegasus must look after you at the airport even when the cause of the delay is extraordinary. If the new departure is the following day, that includes a hotel and transport to it.
| Flight distance | Care from |
|---|---|
| Up to 1,500 km (e.g. Athens–Istanbul) | 2 hours |
| 1,500 to 3,500 km (e.g. Amsterdam–Istanbul) | 3 hours |
| Over 3,500 km | 4 hours |
| Delay of more than 5 hours | You can choose not to travel and get your fare back |
Missed connection at Sabiha Gökçen
If you bought a single Pegasus ticket, for example Bergamo–Istanbul–Dubai, and the late first leg meant you reached Dubai 3 hours or more behind schedule, the claim is based on the full distance and can reach €600. With two separate bookings, the second flight departs from Turkey and is not covered. Read more on our page about Pegasus delayed flight compensation.
Pegasus flight cancelled: refund and compensation
Around 2 in 10 of the Pegasus claims we receive involve a cancellation. Taking the refund Pegasus offers does not end the matter: refund and compensation are separate rights.
Owed for any cancelled Pegasus flight departing from Europe: you choose between your money back and a later flight.
Added on top if you were told less than 14 days before departure and the replacement offered falls outside the time limits set by the Regulation.
| When Pegasus told you | Compensation |
|---|---|
| 14 days or more before departure | No, but you keep the right to a refund or rerouting |
| Between 13 and 7 days before | Yes, unless the replacement leaves no more than 2 hours earlier and arrives less than 4 hours late |
| Less than 7 days before | Yes, unless the replacement leaves no more than 1 hour earlier and arrives less than 2 hours late |
Schedule changes. If Pegasus moves your Madrid–Istanbul or Amsterdam–Istanbul flight by several hours shortly before departure, the change can be treated as a cancellation. Already had a refund? Find out whether compensation is due too. Full details on our page about Pegasus cancelled flight compensation.
Pegasus overbooking and denied boarding
About 9 in 100 of the Pegasus claims we handle come from passengers who were refused boarding. When a flight departing from the EU is oversold and you are left behind against your will, Pegasus must pay compensation on the spot, as well as rebooking you or refunding your ticket.
No compensation is due if boarding was refused for reasons on your side, such as an invalid passport or visa, reaching the gate after it closed, or baggage that did not meet the rules. Unsure which applies to you? Run a free check or read our guide to Pegasus overbooking and denied boarding.
Pegasus strikes: when compensation is due
If a Pegasus flight leaving Europe is cancelled or delayed because the airline's own pilots or cabin crew walk out, compensation is normally payable: the EU Court of Justice treats strikes by an airline's staff as part of its normal business (case C-28/20). Strikes by air traffic controllers or airport workers are different, because they are outside Pegasus's control, so compensation does not apply. Care and the choice of refund or new flight still apply.
Pegasus rejected your claim? The usual reasons
Pegasus rejections usually fall into a few categories. Here is how European case law views them.
Maintaining the fleet is part of an airline's ordinary job, so a fault does not normally get Pegasus off the hook. The exception is a hidden manufacturing defect reported by the manufacturer or the authorities.
EU Court of Justice, case C-549/07A strike by Pegasus staff does not rule out compensation; one by air traffic controllers or airport staff does.
EU Court of Justice, case C-28/20A knock-on delay built up over earlier rotations, perhaps on the way in from Istanbul, is not enough on its own. Pegasus has to show which extraordinary event started it.
These can excuse Pegasus, but only if they actually hit your flight. We check the weather and slot records for that day.
Outbound yes, return no: what the Regulation covers on Pegasus
Because Pegasus is a non-EU airline, Regulation 261/2004 only protects you in one direction.
- Covered: Pegasus flights leaving EU airports such as Amsterdam, Brussels Charleroi, Madrid, Barcelona, Lisbon or Bergamo
- Covered: flights leaving Iceland, Norway and Switzerland
- Covered: onward flights beyond Istanbul that are part of a single booking starting in Europe
- Not covered: return flights from Istanbul or other Turkish cities to Europe
- Not covered: domestic flights within Turkey and flights departing from other non-EU countries, such as Skopje–Istanbul
Flying from the UK? Pegasus flights departing from London Stansted fall under the UK's own version of the rules, which mirrors the EU Regulation but sets the amounts in pounds. The return from Istanbul to London is not covered.
BolBol points and vouchers: why cash is usually better
Pegasus may offer points from its BolBol loyalty programme or a voucher after a disruption. Under the Regulation, compensation is paid in money; a voucher only counts if you accept it in writing.
How to claim from Pegasus: on your own or with us
You can claim yourself, free of charge, through the "Write to Us" form in the help centre at flypgs.com. You will need your booking reference, flight number and the names of every passenger.
It costs nothing, but you deal with Pegasus customer services and handle any rejection. If that fails, you need to go to the national enforcement body of the country your flight departed from (the CAA for UK departures) or to court, at your own time and cost.
Fill in the form in a few minutes and sign online. We handle the claim, the letter before action and court proceedings with our own lawyers. You only pay if you get compensation: 25% + VAT. Legal costs are ours, even if the case is lost.
If Pegasus has already turned you down
Already used "Write to Us" and been rejected? You can still pass the claim to us. If the rejection is unfounded, we send Pegasus a formal letter before action.
Documents for your Pegasus claim
- Booking confirmation or boarding passA photo or a screenshot from the Pegasus app is fine.
- Passport or IDFor every passenger, including children.
- Messages from PegasusEmails, texts or app alerts about the delay, cancellation or time change, plus receipts for expenses.
Time limit for a Pegasus claim
The Regulation sets no deadline of its own: the limitation period is the one in the national law of the country where you bring the claim, as the EU Court of Justice confirmed in case C-139/11. That means a Pegasus flight from a few years ago may still qualify. Enter the date and we will check for you.
How long Pegasus compensation takes
Once you have signed, we deal with Pegasus for you. If the airline accepts the claim, payment usually arrives within a few weeks. If we need a letter before action or court proceedings, expect it to take a few months longer. We keep you posted by email and, as soon as Pegasus pays, transfer your share to your bank account.
Lost or damaged luggage on Pegasus
Lost, damaged or delayed bags are covered by the Montreal Convention rather than Regulation 261/2004, and that includes flights from Istanbul back to Europe. Fill in a Property Irregularity Report (PIR) at the baggage desk before leaving the arrivals hall, then write to Pegasus within 7 days for damage and within 21 days of delivery for a delayed bag.
Pegasus Airlines contact details and flight status
- Head office
- Pegasus Hava Taşımacılığı A.Ş., Kurtköy, Pendik, Istanbul, Turkey
- Main base
- Istanbul Sabiha Gökçen Airport
- Complaints
- "Write to Us" form in the help centre at flypgs.com
- Flight status
- Pegasus app or the help centre on the official website
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