Baggage Issue and Compensation Delay by Turkish Airlines
Dear THY Representative,
I noticed damage to my luggage during loading onto the service to Afyonkarahisar, which was difficult to detect at first glance, as seen in the photographs.
Because the Kütahya Zafer Regional Airport - Afyonkarahisar service operates only once a day, and the service departs immediately after the plane lands and luggage is delivered, I did not have time to share the situation with the airport staff.
I had shared these points with you previously.
Despite the maximum evaluation period for feedback being 21 days, THY exceeded this period and provided feedback to me on 17.11.2023, after a 2-month delay. The feedback is as follows:
"Dear ********,
We cannot evaluate compensation for your damaged luggage as there is no report recorded in the system.
Best regards,"
Now, I would like to ask THY officials the following questions:
1) According to your evaluation, at the beginning of the process, you did not request the addition of a baggage irregularity report to the system. How do you explain asking for this from me 2 months later?
2) At which stage, from the ticket purchase process to the luggage delivery process, did you inform me of the necessity to file a report at the airport for baggage irregularities?
3) Are the individuals evaluating the issue unaware that baggage irregularities may not only be visible at first glance (e.g., items being stolen from inside the luggage)?
4) Considering all these possibilities, I cannot comprehend how THY, a company with a market value of ₺340 billion, listed on the stock exchange, and a global industry leader employs staff who use cheap methods to avoid compensating for a damaged suitcase. I want you to know that I will choose another airline for all my future flights if an alternative is available.
5) If the issue is not resolved and communicated to me within 2 business days, I will escalate the matter to all senior management via email with the 'thy.com.tr' extension. I will also seek my rights through the Consumer Arbitration Committee, the General Directorate of Civil Aviation, and the judiciary.
Best regards,
