SunExpress Airlines Luggage Damage and Inadequate Compensation

On May 19, 2024, I flew with SunExpress from Kayseri to Antalya. To protect my luggage, I paid a fee at the airport to have it wrapped. Despite this, when I picked up my suitcase at Antalya Airport, I discovered it was broken. I filed a report at the airport and was given a paper instructing me to follow up within a week.

I submitted a claim through the SunExpress website, including photos of my wrapped and damaged luggage (an American Tourister), and all other requested evidence. During the process, they asked for the purchase receipt for my luggage, but since it was bought about two years ago, I no longer had it. After researching online, I found that the current price for the same brand and model is ₺6000, which I included in my claim.

However, the compensation from the claims department was only ₺1020, which they stated was the equivalent value. I contacted the call center but could not reach the baggage department. The representatives from other departments said they couldn't assist with my issue.

Given that SunExpress currently sells a cabin-sized, hard-shell American Tourister suitcase for ₺1000, the compensation amount they offered feels like an insult. I will pursue all my rights until this issue is resolved. I can’t believe a company like SunExpress would handle such a situation so poorly. This experience makes me reconsider ever flying with SunExpress again. Please don't respond with a generic answer. My damage report file number is Sun-08957731.