ETS Tur Negligence: Luggage Destroyed & Unsecured

I purchased a vacation package from ETS Tur for the dates July 13–18. On the return transfer to the airport, we arrived at around 17:20, extremely late, due to ETS Tur’s poorly organized and delayed transfer service. Because the flight was already at the final boarding stage, we were unable to check in our baggage. At that point, the ETS Tur staff accompanying us offered to take our luggage and send it to us via courier so that we would not miss our flight. Under intense stress, we rushed to catch the plane and barely managed to board, having to leave our suitcase behind with ETS Tur staff, trusting that it would be handled responsibly. When the luggage was finally delivered to us, we were shocked. Our suitcase was severely damaged, crushed, cracked and torn, and it had become completely unusable. In addition to this material damage, the most unacceptable part is that the suitcase was handed over to the courier without any protection. It was not wrapped in stretch film, nor was it placed in any protective packaging. The suitcase was sent exactly as it was, with its zippers fully exposed and accessible. This created a serious security risk, as it would have been very easy for anyone to open the zipper during transport and steal or tamper with our personal belongings. As a result, due to ETS Tur’s own operational failures, we were forced to travel without our luggage and then faced the destruction of the belongings we had entrusted to them, along with clear negligence regarding their security. I find this level of amateurism, negligence and lack of security completely unacceptable for a company that presents itself as corporate and experienced. I am attaching the photos of the damaged suitcase. I request that my grievance be resolved urgently and that the financial loss caused by my severely damaged luggage be fully compensated without further delay.