Damaged Luggage and Poor Customer Service By Turkish Airlines
On September 6, 2025, at the end of my connecting Turkish Airlines flights TK2139 ESB–IST + TK1375 IST–Palermo, my baggage was delivered to me at Palermo Airport with its lock broken. I filed a report at the airport and a record was taken. I was contacted exactly 11 days after I submitted my damage claim. The authorities asked me to go to a repair shop to replace the lock and then present the invoice. However, I do not know where to have it repaired, and I am being asked to spend my valuable time and money on this process. Moreover, even if the luggage is repaired, it will not be as durable as before. During my one-week trip, I had to travel with damaged luggage, which caused me serious inconvenience. As Turkish Airlines is a Star Alliance member and an international brand, I expect it to place greater importance on customer satisfaction. I request a new suitcase of the same size. Otherwise, I will have no choice but to pursue legal action. This is the first time I have experienced such an issue. My file number is: 2025212809. I expect a prompt and permanent solution to this matter.
