Mango denies accountability for serious damage

I flew with Mango Airlines to Zanzibar.<br> <br> On my return serious damage was done to my suitcase. The wheel with the whole mechanism it is attached to and the *****s were completely ripped out. The material of the suitcase that was attached to this mechanism has been torn too. I can't use it at anymore.<br> <br> The only way this is possible is through malicious intent or gross negligence, which I believe they should be accountable for. I agree that damage to wheels and other parts of the suitcase due to normal handling and wear and team is not their fault - but this is more than that. <br> <br> They keep referring me to their terms and conditions and the fact that they don't cover \wheels\", but the circumstances here are different<br> 1) Damage is more extensive than just the wheel<br> 2) Clear gross negligence and/or malicious intent<br> <br> I immediately followed up with Mango at the counter when I got my suitcase. I got a reference number. However they just keep referring me to the terms and conditions and say they don't cover wheels.<br> <br> I had to follow up 4 times to ask for a clearer answer and they still have not addressed the problem.<br> <br> This has been a frustrating experience.<br> "