How to Fill Out and Submit a Pegasus Airlines Compensation Claim Form

To file a Pegasus Airlines compensation claim, use the “Write to Us” form in the Help Center at flypgs.com, upload your booking and expense documents, and state clearly whether you are claiming under EU Regulation 261/2004 or Turkey’s SHY-PASSENGER regulation. Pegasus does not publish a dedicated compensation form; the general contact form is the official channel.¹ Which law applies, and how much you can claim, depends on where your disrupted flight departed.

Confirm You Have a Valid Claim

Pegasus is a Turkish carrier, so the regulation that covers your flight turns on the departure airport. Flights leaving an EU airport are covered by EU 261/2004 regardless of the airline’s nationality. Flights arriving in the EU on Pegasus from Turkey are not covered by EU 261, because that arrival-side protection only applies to EU-based carriers.² Flights departing Turkey fall under SHY-PASSENGER, which mirrors much of the EU framework.³

Three situations trigger a right to cash compensation under both regulations:

Arrival at your final destination three or more hours late.
Cancellation, unless Pegasus told you at least two weeks before departure or offered a rerouting that arrived close to your original schedule.⁴
Denied boarding due to overbooking, when you did not volunteer to give up your seat.⁴

Neither law requires compensation when the disruption is caused by extraordinary circumstances the airline could not have prevented, such as severe weather, air traffic control restrictions, security threats, or political instability.⁴ Technical faults and mechanical breakdowns do not qualify as extraordinary; the EU Court of Justice has held that maintenance problems are inherent to airline operations and remain the carrier’s responsibility.⁵ Crew scheduling problems fall into the same category. If Pegasus cites a “technical issue” as the reason to reject your claim, that alone is not a valid defense.

How Much to Claim

Compensation is based on the great-circle distance of your flight:

€250 for flights of 1,500 km or less.
€400 for intra-EU flights over 1,500 km and other flights between 1,500 km and 3,500 km.
€600 for flights exceeding 3,500 km.

Under SHY-PASSENGER, international flights use the same three brackets, converted to Turkish lira at the Central Bank rate on the day you bought the ticket. Domestic Turkish flights use a lower rate of €100 equivalent in lira.³ Pegasus can halve the payout if it rerouted you on a flight that arrived within two hours (short-haul), three hours (medium-haul), or four hours (long-haul) of your original arrival time.⁴

Documents to Have Ready

Gather everything before you open the form. A missing document will stall the claim or force you to resubmit.

Your PNR: the six-character alphanumeric booking reference from your confirmation email.
Flight number and date, exactly as shown on the original booking, not a rebooked itinerary.
Passenger names matching each passport precisely. A missing middle name or an abbreviated first name can trigger delays.
Banking details for payment. For cross-border transfers, Pegasus needs your IBAN and the SWIFT/BIC code; a domestic account number alone is not enough.
Boarding passes, digital or scanned. If you checked in online, download the PDF from your email or from “Manage My Booking.”
Receipts for any meals, hotel stays, or ground transport you paid for during the disruption. Clear scans or photos only; blurry files get bounced back.

Filling Out and Submitting the Form

Go to flypgs.com, open the Help Center, and click “Write to Us.”¹ Select the category that matches your disruption: flight delay, cancellation, or denied boarding. Enter your PNR, flight details, and passenger information exactly as they appear in your original booking.

In the free-text description, state plainly that you are claiming compensation under EU Regulation 261/2004 (if your flight departed an EU airport) or under SHY-PASSENGER (if it departed Turkey). Name the specific distance bracket and the euro amount you are owed. Precise language signals that you know the rules and narrows the airline’s room to fob you off with a generic reply.

Upload your supporting documents. PDF and JPEG are the safest formats. Before you submit, read every field again; the system generates a case reference number on the confirmation screen, and you will need that number for every follow-up and for any escalation later. Save the screen or screenshot it.

After You Submit

Pegasus sends updates by email, so check your spam folder. You can also track the case in the Help Center using your reference number. Neither EU 261 nor SHY-PASSENGER sets a hard legal deadline for the airline to reply. Several weeks is normal. A denial should identify the specific ground for rejection, usually a claim of extraordinary circumstances; a vague refusal without evidence is grounds for escalation.

Do not sit on a valid claim. SHY-PASSENGER gives you two years from the flight date to file. For EU 261 claims, the limit depends on the national law of the country where you would sue, and those windows range from one or two years up to six or ten. Filing within one year of the disruption keeps you inside every jurisdiction’s deadline.

If Pegasus Rejects or Ignores Your Claim

You have a regulator to turn to, and after the regulator, a court.

Flights Departing Turkey

Turkey’s Directorate General of Civil Aviation (SHGM) handles passenger complaints, but only after you have first tried the airline. If Pegasus does not respond within 10 days or the response is inadequate, file through the SHGM’s online portal at yh.shgm.gov.tr.⁶ You will need to upload the Pegasus reference number, your booking confirmation, a passport copy, and any correspondence with the airline.⁷ Phone and email complaints are not accepted. A legal representative filing on your behalf needs a notarized power of attorney in English or Turkish with an original signature.

Flights Departing the EU

Every EU member state has a National Enforcement Body that enforces Regulation 261/2004. File with the NEB in the country where your flight was scheduled to depart. The European Commission publishes a directory of every NEB on its transport site.⁸ Some NEBs can fine airlines directly; others only mediate.

Small Claims Court

If the regulator cannot resolve the case, small claims court in the country of departure is the final step. Filing fees are modest, and many EU small claims procedures do not require a lawyer. Because EU 261 amounts are fixed by statute, the legal question is usually narrow: was the delay long enough, and was it caused by extraordinary circumstances? Airlines without a real defense often settle once a court file lands rather than spend more on legal fees than the claim itself.

1
Pegasus Airlines. Help Center
2
European Union. Air Passenger Rights
3
Directorate General of Civil Aviation. SHY-PASSENGER Regulation
4
EUR-Lex. Regulation (EC) No 261/2004 of the European Parliament and of the Council
5
Mobility and Transport. Air Passenger Rights – European Case Law
6
Directorate General of Civil Aviation. Reporting
7
ECC Bulgaria. How to Contact the General Directorate of Civil Aviation in Turkey
8
Mobility and Transport. National Enforcement Bodies (NEB)