Turkish Airlines Damaged My American Tourister Luggage and Refused Compensation

Hello,

In November 2022, I flew from Bogota to Istanbul with THY. When I retrieved my luggage at Esenboga Airport, I found that the zippers of my high-quality American Tourister suitcase, which was less than two years old, were torn off and one of the wheels was broken. A report was filed with the damaged baggage support service at the airport, and I was given a very cheap and low-quality suitcase in return. Since November 2022, I have traveled the same route twice more, and each time, my luggage was similarly damaged. The cheap and low-quality suitcase they provided started to break after every second flight. Most recently, on my flight from Panama to Ankara on 03.07.2023, I faced the same issue, and this time I was not given a replacement suitcase. I was instructed to file a complaint through their baggage services section on their website.

Since 03.07.2023, I have been in constant communication with them. I requested a replacement American Tourister suitcase or compensation of ₺6000, which is the current value, but I am being constantly stalled. This morning, I received a response stating that they could no longer assist me with this issue.

I am very close to achieving elite status with THY, and I always choose to fly with them, but this approach is completely unacceptable. I am in a difficult situation and I want this issue to be resolved promptly in a manner that will satisfy me. Otherwise, I am considering not flying with THY again.

Tracking No: 2023133125
File Reference No: ddp ESBTK79256