I Face Damaged Garamond Suitcase Issue on XQ9193 Diyarbakır–Izmir SunExpress Flight

On August 13, 2025, I flew from Diyarbakır to Izmir on SunExpress flight XQ9193. Upon collecting my luggage, I immediately noticed that my large purple Garamond suitcase (number 161) had been damaged. I reported the issue at the airport, but the staff told me that filing an online claim would be sufficient. I did so right away, attaching photos and a copy of my ID.

Later, my claim (file no: SUN-09696654) was rejected because I had not provided a PIR damage report issued at the airport. However, I was never informed of the need for such a document, nor was I offered the chance to obtain one. I even stated in my claim that I had not gone to the lost and found office and therefore did not have any paperwork. The company simply responded that my case could not proceed without this missing document, effectively leaving me without a solution.

This is not the first time I have faced this problem—another airline previously dismissed a similar claim under the same reasoning. My suitcase is old, so I do not have the original receipt, but its estimated value is around ₺2,000. I paid only for my ticket and did not purchase additional baggage allowance.

I am requesting that SunExpress reconsider my case and provide fair compensation for my damaged suitcase, especially since the lack of a PIR report was due to incomplete guidance from airport staff, not negligence on my part. Passengers should not be penalized for procedural oversights when clear damage is evident.