Air Serbia Broke My Suitcase Wheel on Flight JU423 and Refused Compensation

On July 9, 2025, during my Air Serbia flight JU423, the wheel of my large Gabol Travel suitcase was broken. The incident occurred at Nikola Tesla Airport, and I noticed the damage the moment I picked up my luggage. Before leaving the airport, I filled out the necessary forms and contacted Air Serbia via the email address they provided. My case number is b24189.

I purchased my suitcase in 2023 at the Promenada Mall in Novi Sad for about $95, and I was only able to use it twice. Because the wheel broke at the very beginning of my trip, I had to drag the suitcase all the way from the airport to Novi Sad. Throughout my vacation, I kept emailing them, hoping they would provide a solution before my return flight, but they offered no assistance whatsoever. I also had to travel back with the same damaged suitcase. On top of that, the disrespectful and unruly behavior of the flight staff during service made the situation even worse.

I was only able to communicate with Air Serbia by email. Calling the Serbian phone number they provided from Turkey and paying for the remaining wheels myself was not an acceptable solution for me. On August 22, they finally responded and told me that, according to company policy, such damages are not covered and no compensation would be given. This approach goes against both business ethics and basic fairness.

I request that the cost of my suitcase be reimbursed and that I receive an apology for the inconvenience I experienced. A company that values customer satisfaction should resolve issues like this instead of ignoring them.