On August 31, 2025, I flew on SunExpress flight XQ895 from Barcelona to Izmir. I handed over my American Tourister luggage in perfect condition, but when I collected it in Izmir, the wheel was broken.
At the airport, I immediately reported the issue and was told to file a claim. A record was created under Sun-09718518, and I was later asked to have the bag repaired and provide the repair invoice.
However, when I took the bag to the authorized store, Samsonite, their technical inspection confirmed in writing that the luggage cannot be repaired. I submitted this report to SunExpress, but instead of acknowledging the situation, they insisted on a repair invoice only. This ignores the fact that the bag is beyond repair.
The value of my luggage is approximately ₺9,750, yet I have not received any compensation. I also wasted time and resources traveling 60 km back and forth to the store, losing both money and billable hours as a consultant.
The facts are clear:
The bag was damaged while in SunExpress’s custody,
The authorized retailer confirmed in writing that it cannot be repaired,
SunExpress continues to demand a repair invoice instead of refunding the value.
As a consumer, I am entitled to have my damaged luggage either replaced or refunded. A third-party repair would compromise the bag’s durability, safety, and lifespan, making the “repair-only” solution both unfair and unlawful.
I demand that SunExpress reimburse me the full value of my American Tourister bag and resolve this issue without further delay.
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