Turkish Airlines Damaged Baby Stroller
On my Turkish Airlines flight TK60 from Istanbul to Kuala Lumpur on April 15 at 01:40, despite having a pre-approved wheelchair reservation and a medical report, and despite clearly stating that I was traveling with an infant and this information being visible in your system, I was denied wheelchair assistance with the explanation that “we cannot take passengers with a baby.” As a result, I was forced to walk through the airport with my baby and belongings, and I was only able to bring my gate-delivered stroller and other items onto the aircraft with the help of another passenger. Inside the aircraft, in the area opposite the entrance door where the foldable cabin crew seats are located, I dismantled my stroller together with a member of the cabin crew and packed it into its bag. I was asked to take my baby out of the stroller, and after I did so, a member of the cabin crew placed the stroller in the overhead compartment. When I disembarked in Kuala Lumpur, the stroller was brought to me from the baggage area already opened, and the connecting part that should have been inside the bag was missing. It was suggested that the part might have been left at Istanbul Airport, but this is not possible, as the stroller was with me until boarding, which can be verified via camera footage if necessary. Although the cabin crew searched both the cargo hold and the aircraft, the missing part could not be found. I was left without a stroller with my 2‑month‑old baby and all my belongings. With the help of the airport staff in Malaysia, I was taken to a special passenger waiting area, where I had to wait for approximately 5 hours. During this entire period, I had no stroller, I was unable to move around freely, and I could not even go to get food, so I waited hungry. Later, I was taken to my next flight by buggy. I continued my journey in tears both at Istanbul Airport and in Kuala Lumpur, and due to the stress and distress I experienced, my milk supply decreased and my baby cried constantly from hunger. My stroller was brand new, had just been purchased, and was in perfect condition before the flight. Without the missing component, it is now completely unusable, and because this part is not sold separately, I am forced to buy a new stroller. I have already submitted the stroller invoice to Turkish Airlines. The cabin crew told me that the incident had been recorded, and while I was still at Kuala Lumpur Airport, within approximately one hour of disembarking, I reported the situation and a baggage irregularity report was created. Despite this, I was later informed that compensation would not be provided because I did not go to the baggage claim office. Considering the condition of the stroller and the fact that I was alone with my baby and all my belongings, it was physically impossible for me to go to the baggage office; I could not even leave my baby to get food. The missing part of my stroller was lost inside the aircraft, and this situation arose entirely due to negligence in the handling process. I request that the missing part of my stroller be urgently located and sent to me without delay. If the part cannot be found, I request a full refund of the amount on the invoice for my stroller, without any deduction. In addition, I request a prompt and written response that also takes into account the hardship, stress, and emotional distress I experienced during this journey.
Progress
On the April 15 flight at 01:40 from Istanbul to Kuala Lumpur, despite having a pre‑approved wheelchair reservation and the associated report, and also indicating that I was traveling with a baby – which was visible in the system – I was told “we cannot take you with a baby” and no assistance was provided, forcing me to walk with the baby. Only with the help of another passenger could I get my stroller and belongings onto the plane at the gate.
Inside the aircraft, in the area opposite the entrance where the flight attendants’ fold‑down seats are, I, together with a cabin crew member, disassembled my stroller to put it in a bag, closed it and placed it in the bag. I was asked to remove my baby from the stroller; after I took the baby out, the crew placed the bag in the overhead locker. When I got off the plane, my stroller had been taken from the luggage hold and was delivered opened, but the connecting piece that should have been inside the bag was missing. I was told it might have remained at Istanbul Airport, but that is impossible because the stroller was with me up to the aircraft and can be verified on camera if needed.
The cabin crew searched the cargo compartment and the interior of the plane but could not find the missing part. I was left stranded without a stroller, with my two‑month‑old baby and my belongings. With the help of Malaysia Airport staff I was taken to a special passenger lounge where I waited for about five hours; during that time, without a stroller, I had to stay hungry and could not even go to eat. Later I was taken to my connecting flight with a buggy. I had to continue my journey crying both at Istanbul Airport and in Kuala Lumpur. The stress and strain reduced my milk supply, and my baby kept crying because he was hungry.
I had just bought the stroller; it had no issues, and without the missing part it is unusable. Because the part is not sold separately, the stroller is completely unusable and I will have to purchase a new one. I have sent them the invoice. The cabin crew said the incident was reported. I also filed a baggage irregularity record while still at Kuala Lumpur Airport. Nevertheless, I was told that compensation would not be paid because I did not go to the baggage department later. However, while my stroller was in this condition, it was physically impossible for me to go to the baggage department with a baby and all my belongings; I was restricted to the point that I could not even go to eat.
A part of my stroller has disappeared inside the aircraft, and this is entirely due to negligence in the process. I request that the missing part be found immediately, and if it cannot be found, that the full invoice amount for a new stroller be paid to me. I expect a prompt written response, taking into account the hardship and the psychological and physical difficulties I have endured.
