Pegasus Airlines Broke My Suitcase Handle on My Flight and Refused to Compensate
Initial complaint on 16.10.2024: During my flight from Baku to Izmir on 15.10.2024, flight number PC1791, one handle of my suitcase was completely broken and rendered unusable, and the other was similarly damaged. After I collected my luggage, I went to the relevant office where a photo of the damage was taken, and my contact details were recorded with a promise that I would be contacted and compensated. However, it has now been 2 business days, and I still haven’t heard from anyone.
Update on 17.10.2024: Today, I received a response from Pegasus, and frankly, it's shocking. Apparently, in their opinion, my suitcase wasn’t of "sufficient quality" or they considered completely ripping off a handle and rendering it unusable as just a "minor scratch"! They gave a new suitcase to the passenger sitting next to me, who complained about a similar issue, but, they’ve unfairly decided I’m not entitled to compensation. If I hadn’t witnessed this disparity myself, I would have just accepted it. My suitcase now looks like it was intentionally destroyed. We’re talking about a handle secured with steel straps and Allen screws—the type you claim isn’t "high quality." How could such a well-protected 10kg suitcase sustain this kind of damage? And yet, you’re placing the blame on the quality of the suitcase—unbelievable. Furthermore, if I wasn’t eligible for compensation, why did the Pegasus staff at the airport tell me they would resolve the issue? They could’ve easily dismissed me right there, but they didn’t.
Moving forward, please provide a list of "high-quality" suitcase brands that you deem acceptable—perhaps something like "diamond-encrusted, gold-leaf" luggage—so we can either buy those or avoid flying with your airline altogether!
