Luggage And Stroller Damage Claim - Ajet

On 4 July 2025, I flew with AJET from Brussels to Cairo under PNR 2QBDZU. Upon receiving my baggage at Cairo Airport, I immediately saw that two of my items were damaged: my baby stroller was missing one wheel and my suitcase had a broken wheel. I informed an AJET agent from the Egyptian ground staff who was standing next to the baggage carousel in Cairo, at around 4 a.m. on 5 July 2025. I clearly stated that I would not leave the airport without the missing wheel or at least leaving my name and phone number for follow-up. Despite this, she told me that, as per company instructions, she could not issue a Property Irregularity Report (PIR), that there was “no such thing” to be done at the airport, and that I should go home and submit the complaint online instead. As a result, no PIR was opened at the airport despite the damage being detected and reported immediately, and well within one hour of landing. Together with my complaint, I have attached photos of the damaged stroller and suitcase taken inside Cairo Airport immediately upon retrieval, as well as our boarding passes and baggage tags. Because the stroller became unusable, we were forced to buy a temporary stroller in Egypt, and upon returning to Belgium we had to replace the ruined stroller with the exact same model. The stroller is valued at 230 euros, and I have attached the receipts for both the original stroller and the new replacement stroller. For the damaged suitcase, I estimate the residual value of the ruined item at 50 euros. In total, I request monetary compensation of 280 euros for the damaged baby stroller and suitcase. I first submitted my complaint online on 7 September 2025, as I was unable to prepare a detailed complaint during the very crowded summer period. I resubmitted the same complaint on 4 January 2026 and again on 6 June 2026. Each time, I received the same standard response that AJET was unable to fulfill my request because I had not notified the company within seven days of baggage collection. This answer does not reflect the actual events, as I informed AJET’s ground staff at Cairo Airport immediately after receiving my baggage and within one hour of landing, and it was their own agent who refused to open any report and instructed me to complain online later. In light of the above, I kindly request that AJET reconsider my case, take into account the evidence provided and the fact that I attempted to report the damage at the airport, and approve compensation of 280 euros for the stroller and suitcase without further delay. It is entirely clear that AJet employs calculated tactics to evade corporate responsibility. Your system is deliberately designed to create bureaucratic traps at the airport, providing your customer service with ready-made excuses to reject legitimate claims. Forcing a passenger into a Catch-22—where airport staff refuse to issue a report, and customer service later denies the claim due to the lack of that very report or timeline limitations—is a malicious practice. If this matter is not resolved fairly and immediately, I will make my case public across all international aviation watchdogs and consumer platforms to ensure the maximum number of travelers are aware of how AJet actively denies passenger rights.