SunExpress Damaged My Luggage on the Flight and Refused Liability

On August 27, 2025, my luggage was severely damaged on SunExpress flight XQ9229 from Gaziantep to Izmir. The wheel was broken, and the bottom of the suitcase was torn. We were traveling as a group of three, and although my baggage allowance was 45 kilograms, my luggage weighed only 26 kilograms. When I discovered the damage, my suitcase was not on the conveyor belt but in the SunExpress hold, where I received it in damaged condition. The staff there took photos and created a file, instructing me to apply through sunexpress.com within seven days. Later, I was informed that luggage weighing between 23 and 32 kilograms is considered heavy baggage and that liability is not accepted under a European Union provision related to occupational health and safety regulations. However, I was never informed about this rule at check-in or baggage claim, nor am I required to memorize such provisions. It is the responsibility of SunExpress employees to inform passengers. I refuse to accept SunExpress’s attempt to justify itself without providing prior notice, and I find this attitude of the employees unacceptable. I demand either a replacement for my suitcase, which I purchased in 2024 for approximately ₺1,500, or a full refund of its value. A damage report file numbered Sun-09718375 has been created.