Thai Airways – Baggage handling issue

I’m extremely disappointed with how Thai Airways handles checked-in luggage. My family and I recently traveled to Japan, and during our arrival in Tokyo, I noticed cracks on my luggage. To avoid the hassle of dealing with a claim during the trip, I decided to purchase a new aluminum suitcase.
However, on our return flight from Osaka to Perth, my brand-new luggage was severely damaged — it had a big dent and one wheel was completely broken off. I was shocked by how frequently Thai Airways damages luggage. To make matters worse, my parents, who were flying Thai Airways back to Malaysia, also experienced luggage damage, including missing wheels, cracks, and holes. This makes me believe that Thai Airways has a serious issue with baggage handling, as these incidents happened in different destinations.

I immediately lodged a claim online on the day I arrived, but over a week has passed, and I have yet to receive any response. Perth Airport offered to take my bag to their repair shop, but the repair shop couldn’t source a replacement wheel. Instead, they offered me $150 as compensation and they'll take the damaged luggage. This is unacceptable, considering my new luggage bought in Japan and cost me $350 on sale (originally priced at nearly $1,000), and I can’t easily find the same specifications in Australia.

I then attempted to call Thai Airways' Customer Relations / Baggage Claim' phone number, only to be told that they do not handle baggage claims and that I should email instead. Unfortunately, the email follow-up has been completely unhelpful, as they still haven’t responded over a week.

This will be my first and last time flying with Thai Airways. Their baggage handling is terrible, and their customer service is completely unresponsive when it comes to resolving issues. A truly disappointing experience!

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