Emirates Returned 2 of My 3 Suitcases Severely Damaged — I Refuse to Accept a Repair

I expected far better from Emirates, but I’m deeply disappointed. We checked in three suitcases in perfect condition. By the end of our trip, two of them were returned completely broken. At Istanbul Airport, we were sent to Çelebi, the ground services company Emirates works with. The woman handling the claim was incredibly rude and dismissive. She told us they don’t replace damaged luggage and that we’d need to get a repair quote ourselves, then file for reimbursement. This is unacceptable.

The suitcases are beyond repair—dented, cracked, and unusable. We entrusted Emirates with our belongings in flawless condition, and this is how we got them back? How can anyone feel safe traveling again with glued-up bags? We were already traveling with our elderly mother, and this added stress and inconvenience was the last thing we needed.

This isn’t just poor customer service—it’s an outright refusal to take responsibility. Emirates usually pays attention to detail, which makes this careless handling all the more shocking. A proper airline shouldn’t expect passengers to travel again with patched-up luggage. I demand a full replacement for both damaged bags. This needs to be resolved promptly.