On our international flight with Turkish Airlines (THY) on 29.08.23 for our honeymoon, one of our suitcases was lost. After numerous discussions with the baggage irregularity unit, it was found and we were able to retrieve it from the airport 10 days later. Due to the inconvenience and necessary expenses we incurred during this period, we rightfully requested compensation. When the baggage irregularity unit did not respond for months, we took the matter to the Consumer Arbitration Committee and filed a claim. Coincidentally, on the day the Consumer Arbitration Committee requested a defense from THY (we learned of this date later from the timeline on the Consumer Arbitration Committee's page), THY offered us compensation far below what we had requested. Despite this being much less than our actual loss, we accepted it to avoid wasting more time with THY's frustrating processes, while reserving all our rights. Since the document they sent was a standard form, we verbally and in writing stated that our rights were reserved. Although the matter should have ended there, our application to the Consumer Arbitration Committee continued, and as a result, it ruled that THY should pay part of our loss due to the inconvenience. However, THY used the small payment they made as an excuse to claim the matter was closed with the customer and directly sued us, claiming the Consumer Arbitration Committee's decision was wrong. We were shocked to learn about this from the court summons that arrived at our home. Additionally, all our previous correspondence with THY was archived and made inaccessible to me. When I asked why, they stated that due to the court process, they could not share my own correspondence with me. On top of all this, we now face potential legal fees and attorney costs that are several times the symbolic amount THY paid us, which we accepted just to close the matter.
In conclusion, THY not only lost our luggage and delayed us for months during our honeymoon, but also sued us for seeking our rights, trying to make us pay much more than the compensation they provided. We find it very difficult to understand and accept that one of our country's most prestigious organizations prefers this behavior over providing quality service to its citizens. We present this situation to the public's judgment.
Note: You can find chronological information related to the situation in the attached image. All additional information and documents can be shared if needed.
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