airBaltic Damaged My Suitcase and Ignored My Baggage Claim

I am writing to report a serious baggage damage issue that occurred during my journey with airBaltic and to express my disappointment regarding the lack of response to my claim.

I traveled with airBaltic on a return journey from Vilnius to Istanbul. My itinerary included flight BT342 from Vilnius to Riga and a connecting flight, BT711, from Riga to Istanbul.

When I collected my luggage at Istanbul Airport, I discovered that my suitcase had been severely damaged. The wheels were broken, the handle used for carrying and pulling the suitcase was damaged, and multiple parts of the suitcase body were cracked and broken. The damage was so extensive that the suitcase became practically unusable.

What makes this even more frustrating is that I had taken precautions before the journey by wrapping the suitcase in protective stretch film specifically to avoid damage during transportation. Despite these precautions, the suitcase was returned to me in a shattered condition.

Immediately after noticing the damage, I reported the incident at the airport and completed the required procedures. A baggage damage report was created under reference number ISTBT10219, and I was provided with the relevant documentation.

Following the instructions given to me, I sent a detailed email to airBaltic explaining the situation and attaching the information related to my claim. However, despite waiting for a response, I have not received any acknowledgment, update, or resolution from the airline.

I also contacted HAVAIST, which assisted with the initial reporting process. They informed me that further communication had to be made directly with airBaltic by email. Although I followed these instructions and sent the requested information, my messages have remained unanswered.

As a passenger, I entrusted my luggage to the airline in good condition and expected it to be transported safely. Receiving my suitcase in such a severely damaged state and then being ignored after filing a formal claim has caused significant inconvenience and frustration.

I respectfully request that airBaltic review baggage claim reference ISTBT10219, provide a written response regarding the status of my case, and compensate me for the damage caused to my suitcase. If repair is not possible, I request reimbursement for the value of the damaged luggage or the provision of a replacement suitcase of comparable size and quality.

I also expect a clear explanation as to why my previous communications have gone unanswered and that this matter be resolved without any further delay.