Looking for advice on the Turkish DGCA (SHGM) complaint process.
Long story short, Pegasus denied us boarding in Nov 2025 claiming we didn’t have a valid Austrian visa. We absolutely did. Complaining directly to Pegasus went nowhere.
So I filed a complaint through SHGM with all documentation.
A few weeks later, the case was marked “closed by the business” and Pegasus basically repeated the same incorrect explanation I was disputing in the first place.
I re-filed and specifically asked for the Directorate General to review it instead of the airline. That one was closed too, labeled as a duplicate.
Is this how SHGM normally works? It seems pointless if the airline can just close the case themselves.
Has anyone successfully escalated beyond the airline through SHGM? Trying to avoid mailing documents internationally from Australia if possible.
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