After completing my THY flight from Algeria to Istanbul on 30.08.2023, I noticed my luggage was broken when I collected it and went to the THY office.
The counter staff informed me that they did not have the same type of luggage and that if I filled out a form and applied online, they would deliver the luggage to my home. ISTTK18404 - File No: 2023197468
Believing that such a large company like THY could have this kind of procedure, I thanked the staff and left the office.
I filled out all the information on the form completely and submitted my request to them. Two weeks later, I received a dismissive email. When I responded to this, they asked me what my request was and offered to pay for the broken luggage, asking for my claim. I informed them that I was requesting the market price for a standard suitcase.
Despite two months passing since these dialogues, the last email I received asked me to take the suitcase to a repair shop, send them the invoice after the repair, and if it could not be repaired, to get a letter from an authorized luggage repair company stating that it could not be repaired and share it with them again.
Now, my question is this: I am the one who suffered damage thanks to my THY ticket, for which I paid a lot of money compared to standard companies, and THY is the one who broke my luggage.
Instead of taking care of its customers, THY is directing its customers, causing time and financial loss.
Is it my fault for choosing THY in this situation?
Am I the one who should be putting in the effort to resolve this ridiculous situation as soon as possible?
Believing that a company like THY, which advocates for corporate professionalism and employs thousands of people, will find a quick solution, I am renewing my request.
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