Air Arabia Refuses to Cover Damaged Luggage Despite Airport Report

On December 16, 2025, I flew from Istanbul Airport to Bangkok with Air Arabia, with a layover in Sharjah. When I arrived in Bangkok and collected my luggage, I noticed that one of the wheels on my suitcase was broken. I immediately went to the Air Arabia baggage service desk at Bangkok Airport and reported the issue to both a male and a female staff member on duty.

The staff members told me that there was no need to file a physical damage report at the airport and that submitting an online report would be sufficient. In fact, we completed the online report together at the airport, following their instructions. Despite this, Air Arabia later informed me that they would not compensate for the damage because no physical report was created at the airport. Since the online report was filled out under the guidance and supervision of authorized staff, I do not accept this justification.

I am requesting that this grievance be resolved and that my loss be compensated in an appropriate manner, whether through repair, replacement, or a refund, regarding my damaged suitcase.