Pegasus Refund still waiting after 2 months, anything I can do?

Hi,

TLDR: Pegasus haven’t processed a refund for delayed bags, been two months now, any other action I can take or do I just have to wait

Long Version:

Took a Pegasus flight where our bags were delayed, we got an FIR report and also filed it with our travel insurance, Pegasus then told us to buy essentials and will refund us, insurance also agreed that was the best solution for the airline to refund us rather than them

Proceed to file the receipts and Pegasus agreed to refund us the full amount, asked us for bank details and said the refund payment is processing.

It’s now coming up to 2 months since the refund payment processing email and we still haven’t received our refund, we’ve called Pegasus multiple times and the response is the same, “We have emailed the finance department and are waiting for a reply and will let you know as soon. As possible, international payments can take up to 21 working days”.

It’s past the 21 working days timeline and they say finance department should get back to them within 2-5days which after multiple calls back and forth it’s been way past that too.

There’s apparently no way to get in contact with the finance department except with email and the customer service reps that I have talked to have said it’s been escalated 3 times now and that there’s no point escalating again and to just wait

Is there any other action I can take or do I have to just wait it out. It sucks that they ruined our holiday already by delaying our bags by 3 days on a 5 day holiday, now as they have agreed to refund us our travel insurance say they are not liable, if at least they refused to refund us we could have got our amount instantly covered by our travel insurance. Just doesn’t make sense why they would agree to something and then not go ahead with it

Will try and answer any follow up questions people how