On November 19, 2023, during my flight from Podgorica to Istanbul Airport with Turkish Airlines, my suitcase was damaged.
I approached the Turkish Airlines desk at Istanbul Airport to inquire about the necessary procedure for my suitcase. They saw my suitcase and directed me to submit a complaint with photos through the baggage irregularity notification portal on Turkish Airlines' website without taking any action. This can be verified by the airport's camera recordings. Subsequently, on November 21, 2023, I submitted a request to Turkish Airlines' Baggage Irregularity Notification portal with photos of my ID, boarding pass, baggage tag, and the damaged area of my suitcase (request number: 2023267400).
During the request process, an invoice for the baggage is required; however, if the invoice is not available, there are fields to enter the purchase date and amount. I included this information in my request. A day or two later, I was asked for the purchase date and amount of my baggage again. I responded by stating that I had already provided this information on my request page. After that, there was no response for a long time. When I called Turkish Airlines Customer Service to inquire about the status, I was told that my request was being reviewed and that I would receive a response as soon as possible. On December 4, 2023, I received an email stating that the evaluation was complete. When I checked the baggage irregularity notification portal, there was no report recorded in the system, and I was informed that a report should have been filed at the airport beforehand.
However, as I mentioned, it can be seen from the camera recordings that I applied to the Turkish Airlines desk after landing. Despite the guidance from the staff at Istanbul Airport that my damage claim should be made online, the response from the baggage/irregularity portal and the damage to my intact baggage by Turkish Airlines have left me aggrieved. I request that my grievance be addressed.
Additionally, despite writing another message regarding this issue after the evaluation was completed, Turkish Airlines has remained unresponsive and has not bothered to reply. I will also forward my complaints about this to the relevant parties.
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