AJet Refused My Damaged Baggage Claim

On 30 November 2025, I travelled with AJet from Moscow to Amsterdam via Sabiha Gökçen Airport on flights VF276 and VF1. I collected my checked baggage at Amsterdam Airport and only noticed at my home in Amsterdam, shortly after arrival by taxi, that my brand-new Heys suitcase (Tie-Dye Blue Fashion Spinner 21-inch, approximately valued at €149) was damaged. The damage was not immediately visible at the baggage belt, which is why I only discovered it at home. Right after noticing the damage, I called AJet’s hotline and asked what I should do. I was clearly told that there was no point in returning to the airport since I had already passed customs, and that I could request compensation by filling out the form online. I followed these instructions exactly and submitted my claim through the online system. Despite this, AJet later rejected my claim, stating that it was invalid because I did not have a reference number from the Lost and Found office. This is extremely unfair, as I acted in full accordance with the guidance given by AJet staff on the phone. I am now being penalised for trusting and following the airline’s own instructions. I am also aware of many similar complaints online about AJet refusing to take responsibility for damaged luggage, which makes this experience even more disappointing. The responses I received from customer service felt dismissive and unhelpful, rather than supportive and solution-oriented. I request that AJet take responsibility for the damage caused to my suitcase and compensate me with a full refund of €149, corresponding to the value of the Heys suitcase. I expect my claim to be reassessed based on the information above and the fact that I complied with the directions given by AJet’s own hotline.