AJet Refused My Damaged Baggage Claim Just Because I Stepped Past Customs
On May 1, 2025, I flew from Düsseldorf to Sabiha Gökçen with AJet, and upon arrival, I discovered that my brand-new suitcase was damaged—as clearly shown in the attached photo. The damage wasn’t immediately visible, so I only noticed it after stepping slightly past customs inside the airport.
I immediately turned around and informed airport security, who kindly called an AJet staff member. After explaining the situation, I was told I could submit my complaint online within a week. I even visited the lost & found office, and they repeated that I should file my damage report online within the specified timeframe.
However, AJet later rejected my claim, stating that because I had passed through customs—even if only a few meters—they would no longer process the complaint. That’s absolutely ridiculous. Does being 50 meters outside the customs zone invalidate my right to report a valid issue?
It’s even more frustrating to see countless similar complaints online about AJet's refusal to address damaged luggage, and sadly, I’m now one of them. Their customer service responses are dismissive and feel like mockery, not support. If you're not going to help people with broken baggage, then stop pretending you will.
AJet, I’m asking you to take accountability and resolve my claim properly. I followed your instructions, and now I’m being punished for doing exactly what your staff told me to do.
