Damaged Stroller And AJet’s Refusal To Provide Assistance
My wife and 3-year-old son were traveling for Umrah, and the first leg of their journey was the Istanbul-Ankara flight. We handed over our stroller at the aircraft door. Upon landing in Ankara for the connection to Jeddah, the stroller was returned to my wife. About 10 minutes after receiving it, she opened the stroller and discovered that the handle was broken. When she informed the staff on-site, she was told that damages must be reported immediately at the gate or via customer service. After landing in Jeddah, we searched for an official to report the issue at the airport but could not find anyone. We later learned that there is a 7-day window to file a formal claim. During this period, our priority was our son’s health as he suffered from a high fever, and amidst the distress, we forgot to file the application on time. When we finally contacted AJet, they first requested a Damage Property Report (DPR) from the airport. When we explained we didn't have one, they stated they could not help because the 7-day period had passed. Despite providing photos and a detailed account of the incident, they repeatedly refused to assist, hiding behind the 7-day policy. Even though a simple internal investigation would prove AJet’s responsibility for this damage, the airline chooses to hide behind legal technicalities, leaving a mother traveling with a child without any support. They broke a stroller that was entrusted to them in perfect condition and are now refusing to take responsibility. A corporate entity of this scale should resolve passenger grievances rather than avoiding accountability for its own mistakes.
