denied boarding : 2- flight cancellations - Pegasus Airlines
denied boarding : 2- flight cancellations - Pegasus Airlines
denied boarding : 2- flight cancellations - Pegasus Airlines
You also want an ePaper? Increase the reach of your titles
YUMPU automatically turns print PDFs into web optimized ePapers that Google loves.
PEGASUS AIRLINES<br />
Dear <strong>Pegasus</strong> <strong>Airlines</strong> Guests, this brochure has been prepared to provide you detailed information<br />
on passenger rights in case of the <strong>flight</strong> irregularities.<br />
Thank you for your understanding.<br />
<strong>Pegasus</strong> <strong>Airlines</strong><br />
PEGASUS AIRLINES PASSENGER COMPENSATION AND WELFARE<br />
SERVICE SYSTEM<br />
That will be provided to our guests in case of the following irregularities:<br />
1. Denied Boarding on overbooked <strong>flight</strong>s (The situation in which guests are not<br />
accepted to the <strong>flight</strong> due to sales exceeding the capacity although they have a<br />
confirmed ticket and confirmed reservation in <strong>Pegasus</strong> <strong>Airlines</strong> Flights departing<br />
from Turkey or other countries)<br />
2. Flight Cancellations of <strong>Pegasus</strong> <strong>Airlines</strong> <strong>flight</strong>s departing from Turkey or other<br />
countries<br />
3. Long Delays, in <strong>Pegasus</strong> <strong>Airlines</strong> <strong>flight</strong>s departing from Turkey or other<br />
countries<br />
If you encounter a problem regarding your travel because of any of the above<br />
mentioned situations, in a <strong>flight</strong> that you have a confirmed reservation and a confirmed<br />
ticket in <strong>Pegasus</strong> <strong>Airlines</strong> Flights, departing from Turkey or other countries, you can<br />
benefit from the Passenger Compensation and Welfare Service System of <strong>Pegasus</strong><br />
<strong>Airlines</strong> on the condition that you apply to the counter within the check-in period. Our<br />
guests who have tickets with special discounts and free tickets can benefit from this<br />
service. Our disabled guests and child passengers travelling alone will be provided with<br />
the required special services by <strong>Pegasus</strong> <strong>Airlines</strong> staff or the handling agent on behalf of<br />
<strong>Pegasus</strong> <strong>Airlines</strong>.<br />
Our guests can contact us with their complaints about ‘Passenger Rights’:<br />
Turkey 0 850 250 0 737<br />
Germany 0 1805 333 737<br />
UK 0 845 0848 980<br />
France 00 33 170700737<br />
Italy 0039 0236042896<br />
Switzerland 0 901 110 737<br />
Lebanon 00 961 1 369 869<br />
Ukraine 00380 0800 505 510<br />
Georgia 00995 32 2 400 400<br />
Romania 00 40 21 307 91 75<br />
Other Countries 00 90 850 250 0 737<br />
E-Mail guest.relations@flypgs.com<br />
Mr.Ercan BEKOĞLU / Guest Relations Department<br />
E-mail: GUEST.RELATIONS@flypgs.com<br />
Tel: 00 90 212 692 7691<br />
Fax: 00 90 212 470 4454<br />
Postal Address: <strong>Pegasus</strong> Hava Tasımacılığı AS Basın Ekspres Caddesi No:2/A Halkalı-<br />
Küçükçekmece 34303 Istanbul Turkey<br />
1- DENIED BOARDING :<br />
Our guests are firstly asked if they would volunteer in the <strong>flight</strong>s with Denied Boarding<br />
risk. The <strong>Pegasus</strong> <strong>Airlines</strong> staff or handling agent on behalf of <strong>Pegasus</strong> <strong>Airlines</strong> at the<br />
airport will provide information to our guests who accept to be a volunteer.<br />
Instead of the <strong>flight</strong> with Denied Boarding (on the condition that there is an available seat)<br />
<strong>flight</strong>s to the final destination point within the possible shortest time or on some other<br />
date that the guest would prefer are arranged by <strong>Pegasus</strong> <strong>Airlines</strong> or competent tour<br />
operator. Moreover, mentioned services are provided free of charge (See TABLE 1).<br />
2- FLIGHT CANCELLATIONS:<br />
Instead of the cancelled <strong>flight</strong>, an alternative to the final destination point within the<br />
shortest time possible or on another date that the guest would prefer are arranged.<br />
Moreover, mentioned services are provided free of charge (See TABLE 1).<br />
Our guests who encounter Denied Boarding and Cancellation will be<br />
provided with Compensation in the amounts stated in the TABLE 2 below.<br />
EXCEPTIONS:<br />
No Compensation is paid in case of the irregularities due to extraordinary circumstances<br />
which could not have been avoided even if all reasonable measures had been taken.<br />
These extraordinary conditions are unstable political conditions, bad weather conditions<br />
(e.g. fog, snow, storm, ice...), unexpected security and safety risks and restrictions,<br />
strikes, airport matters, delays due to air traffic, air traffic restrictions, exceptional guest,<br />
baggage, aircraft, and airport security precautions.<br />
PGT-F-GO-051 Rev.No:00 Rev.Date:01.01.2012 PGT-F-GO-051 Rev.No:00 Rev.Date:01.01.2012
3- LONG DELAYS<br />
Flight length Conditions regarded as Long Delays<br />
according to Delay Time<br />
1<br />
Flights not exceeding 1500 km. and<br />
domestic <strong>flight</strong>s<br />
more than 2 hours<br />
2 Flights between 1500-3500 km. more than 3 hours<br />
3 Flights longer than 3500 km more than 4 hours<br />
No compensation is paid in the long delays.<br />
The services mentioned inTABLE 1 are provided free of charge;<br />
REFUND:<br />
In case of Denied <strong>boarding</strong>, cancellation and delays exceeding 5 hours, a refund of the<br />
ticket is made for the part of the <strong>flight</strong> which is not yet completed or for the whole <strong>flight</strong> if<br />
the completion of the <strong>flight</strong> does not serve to the purposes of the guest, even if there are<br />
parts of the <strong>flight</strong> completed. In this case, it should be ensured that the guest is returned<br />
to the departure point within the shortest possible time, upon the request of the guest.<br />
Note. Handling agent who is authorized by <strong>Pegasus</strong> <strong>Airlines</strong> will handle the service as<br />
listed above on behalf of <strong>Pegasus</strong> <strong>Airlines</strong>. Tour operator shall be involved in the<br />
arrangements if necessary. This information brochure is based on provisions of Turkish<br />
DGCA “Havayolu İle Seyahat Eden Yolcuların Haklarına Dair Yönetmeliği” and EC No<br />
261/2004 Regulation of the European Parliament and European Union Council.<br />
Table 1<br />
MEAL AND<br />
REFRESHMENTS<br />
Table 2<br />
Flight length<br />
after 2 hours delay<br />
up to 3 hours<br />
after 3 hours delay<br />
up to 5 hours<br />
after 5 hours delay<br />
or longer<br />
ACCOMMODATION One or more nights<br />
Compensation<br />
amount<br />
1 For Domestic Flights EUR 100<br />
2 For International Flights<br />
Flights not exceeding<br />
1500 km (1500km included)<br />
Flights between 1500 – 3500<br />
km ( 3500km included)<br />
Flights longer than 3500 km<br />
50% of the Compensation<br />
amount will be provided if<br />
the delay to final destination<br />
point complies with the<br />
below mentioned conditions<br />
EUR 250 Less than 2 hours<br />
PGT-F-GO-051 Rev.No:00 Rev.Date:01.01.2012 PGT-F-GO-051 Rev.No:00 Rev.Date:01.01.2012<br />
EUR 400<br />
Refreshment<br />
Refreshment and meal (breakfast, lunch or<br />
dinner)<br />
Refreshment and meal (breakfast, lunch or<br />
dinner) and additional refreshment and meal<br />
(breakfast, lunch or dinner)<br />
Accommodation for one or more nights in a hotel<br />
(including transportation), if required<br />
Transport between airport and place of accommodation<br />
TRANSPORTATION<br />
2 Telephone calls, fax/telex/email possibilities are provided.<br />
Less than 3 hours<br />
EUR 600 Less than 4 hours