denied boarding : 2- flight cancellations - Pegasus Airlines

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