Jo Knox travelled to Tenerife for a relaxing break, but was left with only the clothes on her back after a shuttle service booked through easyJet Holidays lost her suitcase on the way to the hotel
Jo was left ‘in tears’ over easyJet’s handling of the situation(Image: Jo Knox)
A holidaymaker who was left without her luggage on a ten-night trip to Tenerife has slammed easyJet Holidays’ response as ‘unhelpful’ and ‘rude’.
Jo Knox arrived on the winter sun island on January 13, eager to enjoy some sunshine, but her holiday turned into a nightmare when her case went missing from a Canaryshuttle service en-route to her hotel.
Jo, who was travelling in a party of four with her husband, sister-in-law, and brother-in-law, has taken easyJet Holidays to small claims court as she claims it left her thousands of pounds out of pocket.
When contacted for comment, easyJet declined to give a statement, with a spokesperson saying: “We’re sorry to hear about Joanne’s missing luggage on her recent holiday to Tenerife. Our team in resort worked hard to assist in resolving the situation as quickly as possible. As this matter is now subject to legal proceedings, it wouldn’t be appropriate to comment further at this time.”
However, Jo says that easyJet have only given her £231 in compensation for her lost baggage, and her travel insurance company will not cover the claim as she willingly handed her luggage to the shuttle bus driver before it went missing.
She said: “We landed into Tenerife South and collected four cases, one each. We walked up to the coach and the driver was there. He took my case off me. I’m always a bit paranoid when I go on holiday, so I always stand there and make sure my case is definitely on.”
Jo claims that when the cases were loaded, they were put on neatly, “like a box of matches”, but later she noticed the luggage had been moved. Jo’s brother-in-law took a photo on arrival to show family members the sunny weather, and managed to capture proof that Jo’s distinctive red suitcase had been loaded onto the shuttle bus.
“He said,’ I’ve got a picture here’.”, Jo recalled. “So he’d sent me it and it was timestamped 12.33pm. Now as we’d got on the coach my husband said we definitely departed that coach at 12.42pm because they have big clocks at the front like digital clocks and I noticed the time. But he said on this picture my case is facing the other way he said it’s like it’s been turned as if it’s easy to get off”.
Jo said the shuttle bus made a couple of stops before hers, and she saw passengers get off at their hotels but didn’t see anyone take her red case. However, a short while later when they reached their destination, Jo’s luggage was nowhere to be found.
“It definitely never came off that bus”, Jo claimed. “So, we immediately spoke to the driver, and when we’d got on the bus he was laughing and joking with us. He could speak broken English. But the minute we started questioning about my case, he shrugged his shoulders.”
“So my husband and my brother-in-law are bending down, trying to look under, you know, inside the cage. And he put his arm out and he’s like, no, no, no, no. And then literally the, the flap came down and he got on the coach and drove away.”
Heading to reception, Jo rang easyJet immediately, and claims they were less than helpful. Jo says she couldn’t recall the name of the coach company at the time and easyJet were unable to give her the information. She began to panic, as she was there for 10 nights, and all of her belongings including some medication was in her case.
The next morning, she headed to the airport and tried to speak to members of the Canaryshuttle team, where she was told to email the office. One airport worker who worked for another airline told Jo that as she booked a package through easyJet, it was the company’s responsibility to assist her.
Going back to the easyJet desk, Jo said she pled with a rep to help her out, only to be told the case had already been investigated and closed. She claims the rep told her, “The case is closed. Move away. There’s nothing we can do.”
However, later the rep got in touch with Jo and agreed to escort her to the police station. While Jo wanted to make a complaint about the driver, she claims that the rep said she’d known the driver for eight years and could “vouch for him”. She requested that the police look at CCTV around the coach stand, but says that the airport has not provided the data to police.
Instead of relaxing on a sunbed, Jo faced a dash around the island’s shops to try and get some items together for her holiday. She managed to get replacement diabetes medication from a local pharmacy, and bought some basics such as dresses and knickers to replace the lost items. She said easyJet initially offered €25 a day for three days, a maximum of €75, which is just over £65.
When claiming online with easyJet, she submitted 16 receipts and says eventually they paid 12 of them, with her compensation so far totalling £231. However, she has been left unable to claim any other expenses or resolve her case with easyJet customer services.
Jo sat down and itemised everything in her case, estimating the total value would be £2,712. She’s now submitted a claim to a small claims court to cover the cost of her luggage, as well as the cost of her holiday for her and her husband, and £500 for the “severe distress” caused.
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Jo’s sunshine break was ruined by the events: “It spoiled all our holidays, literally, I was just in tears. I just wanted to come home. And my husband sort of said, look, if it’s just me and you, yes, I get it. Let’s go home. But because it was [my in-laws’] first time in Tenerife and they’d been looking forward to this for so long, I begrudgingly stayed but I just wanted to come home in all honesty.”
She added that “all I want in an ideal world is just my case to turn up”.
ALSA who own Canaryshuttle have been contacted for comment.
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