The airline considers each illness request individually. Much depends on the diagnosis and the documents you provide.

In some cases, instead of a refund, Pegasus Airlines may offer a ticket exchange.

When the airline may consider a request

As a rule, a positive decision is possible for serious illnesses, for example:

  • cardiovascular diseases;

  • hypertension;

  • heart attack;

  • brain diseases;

  • passenger in intensive care.

In some cases, a request may be considered for other reasons. For example, in the event of a serious illness of a close relative or circumstances related to the pregnancy of the passenger or their spouse. 

The final decision in any case rests with the airline.

What documents are needed

A medical document must be attached to the request, indicating: 

  • diagnosis;

  • doctor's signature;

  • medical institution details;

  • the period of illness must include your ticket's departure date. 

The document must contain an original signature and stamp. 

It is better to attach certificates issued in printed form. Handwritten conclusions may be rejected by the airline.

Pegasus Airlines accepts documents in English or Turkish.

If the certificate is issued in Russian, a translation into one of these languages will be required. Translation of stamps is not required — the airline accepts documents with stamps in Russian.

After reviewing the documents, Pegasus Airlines may: 

  • approve an involuntary refund or offer a ticket exchange without penalty;

  • offer a refund or exchange according to fare rules .

We will inform you of the airline's decision as soon as we receive it.

How to submit a request 

To create a request for an involuntary refund due to illness, open the order in your personal account → click “Return ticket” in the app or “Process refund” on the website → select the desired flight and the reason “Involuntary refund”. 

When creating a request, you can remove yourself from the flight — if you are absolutely sure you will not fly. Please note: once seats are removed, they cannot be restored, and the ticket will become invalid. 

If you already have medical documents, attach them to the request. 

After submitting the application, you will receive an automatic email — please read it carefully.  All responses and updates regarding the request will come to this same correspondence — nothing will be lost.