Flynas Staff Tried to Prevent Me From Filing a Baggage Damage Report

On January 13, 2026, I traveled from Madinah to Istanbul Sabiha Gökçen Airport on Flynas flight XY795. When I collected my checked baggage upon arrival, I discovered that the wheel assembly of my suitcase had been completely torn off and the suitcase had suffered serious damage.

I immediately reported the damage to the airport staff. However, the first female employee I spoke with made the reporting process unnecessarily difficult. Instead of documenting the damage, she repeatedly told me to leave the airport and submit a complaint later. She appeared unwilling to process the report properly.

I knew that if I left the airport without documenting the damage, it could affect my ability to pursue a claim. For this reason, I insisted that a report be created. Customs officers present at the airport also informed the employee that she could not simply refuse to process the claim.

Afterward, I was given a form and told that it had to be completed in English or Arabic and that Turkish would not be accepted. Since I do not speak either language, I asked nearby international passengers for assistance. However, the employee even prevented them from helping me complete the form, stating that it was not allowed.

At that point, I made it clear that I would not leave the airport until the matter was properly documented. Only then was a damage report finally prepared. I was also given another form and instructed to complete it at home and send it through WhatsApp.

After returning home, I filled out the requested form and sent it to the WhatsApp number provided. However, instead of receiving assistance, I was informed that they did not handle the continuation of the process and that any further questions should be directed to Flynas by email. As a result, no meaningful progress was made, and I was left without a solution.

This experience was extremely frustrating because the process was unnecessarily complicated from the beginning, and responsibility was repeatedly shifted elsewhere instead of providing proper support. I request that Flynas thoroughly review case reference XY0593****36 and provide a clear written response regarding the status of my claim.

The damaged suitcase is a Polo-brand suitcase that originally cost approximately ₺2,000. Based on current market prices, I estimate that replacing it with a suitcase of similar quality would cost at least ₺3,500 today.

I respectfully request compensation for the damage caused to my luggage and reimbursement for the financial loss resulting from the destruction of my suitcase. I also ask that Flynas take into account the unnecessary difficulties I faced during the reporting process and provide fair compensation for the inconvenience and poor customer service experienced throughout this case.

I expect a prompt investigation, a written explanation, and a fair resolution of my claim.