Unpleasant and unprofessional check-in baggage reclaims

I am writing to formally express my dissatisfaction regarding the condition of my checked-in luggage upon arrival, as well as the unprofessional and unhelpful response I received at baggage claim.

Upon collecting my bag, I discovered that the handles had been severely damaged. This damage was not present prior to check-in, and it is clear that it occurred during handling by your staff or baggage systems. I immediately reported the issue to the baggage claim personnel, expecting assistance or at the very least, a basic apology. Instead, I was met with indifference and was told that unless I had travel insurance, nothing could be done. Additionally, I was informed that the airline does not cover handle damage, which I find both unreasonable and dismissive.

Not only was my property damaged under your care, but your staff failed to acknowledge the inconvenience or take any responsibility. This lack of accountability and poor customer service is unacceptable, and it reflects badly on your company’s commitment to passenger care.