Pegasus Damaged My Luggage—Told to Fix It Myself

I flew internationally with Pegasus Airlines, and upon arrival, I found my suitcase wheel completely broken off—there wasn’t even a wheel left. I immediately reported the damage at Sarajevo Airport, and a damage report was issued.

When I contacted Pegasus customer service, I expected them to take responsibility, but their response was infuriating. They reviewed the photos of my damaged bag and claimed it qualified for repair. Instead of offering a replacement or compensation, they told me to find a repair shop, fix it myself, and submit an invoice for reimbursement. How am I supposed to repair a missing wheel? What exactly am I supposed to attach?

To make things worse, I live in a small town where there are no repair shops for this. If Pegasus knows a place that can fix a missing wheel, I’d love to hear it. Simply saying “Get it repaired, and we’ll cover it” is not a real solution.

Also, have Pegasus representatives ever actually seen how their staff handles luggage? If they did, they would understand why this is completely their fault. I demand proper compensation or a replacement for my suitcase immediately! This is not how you treat paying customers!