Tenerife

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

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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They offer stunning beaches, hiking trails and authentic Spanish culture away from the busier Canary Islands.

For decades, the Canary Islands have remained a beloved getaway for British holidaymakers. However, activists are now mobilising to highlight the damaging effects of over-tourism plaguing the sun-drenched Spanish archipelago.

Campaigners point to a severe shortage of local housing and environmental degradation driven by the thriving tourism sector on the most frequented islands: Tenerife, Fuerteventura, Gran Canaria and Lanzarote.

Yet amongst the eight islands, there exist lesser-known gems where mass tourism hasn’t taken hold – destinations equally as stunning but refreshingly unspoilt.

Here the Express explores the islands of La Gomera, El Hierro and La Palma.

Three alternatives in the Canary Islands

La Gomera

La Gomera ranks as the third-smallest amongst the archipelago’s eight principal islands, home to 22,361 residents. San Sebastián de La Gomera serves as its capital.

Katie, a travel blogger behind The World on my Necklace, shares what attracted her to this diminutive island. She said: “I read about La Gomera, one of the smallest islands in the archipelago.

“While Tenerife, Gran Canaria and Lanzarote have areas that are awash with generic package hotels and Irish bars — although even Tenerife has a lot of beauty away from the touristy stuff if you know where to look — La Gomera sounded like a more relaxed and authentic experience and the more I read, the more excited I was to visit.

“I was sold on this idyllic island paradise still untouched by the commercial tourism that steered me away from the larger islands.”

The petite volcanic island offers an abundance of hiking and cycling trails for visitors seeking a more energetic getaway. Its 100-kilometre coastline is dotted with spectacular beaches featuring dramatic black sands.

El Hierro

Known as Isla del Meridiano, the Meridian Island, El Hierro ranks as the second-smallest and most southwesterly of the Canary Islands. Home to just 11,659 residents, it spans 103.67 square miles.

It’s particularly renowned amongst diving aficionados and is progressing towards complete energy self-sufficiency using clean, renewable power sources.

Travel blogger Silvia shared her thoughts about the island on her website. She said: “Let me start with a clear message: el Hierro is the best hidden gem you will find in the Canary Islands. Given that it is the smallest island of them all, I figured there wasn’t that much to see… boy, was I wrong!”.

Visitors who venture there can anticipate hiking, diving and a culinary journey featuring numerous celebrated eateries.

La Palma

La Palma goes by the nickname La Isla Bonita — The Beautiful Island. Covering 273.48 square miles, it’s the fifth-largest of the eight principal Canary Islands, with 84,338 inhabitants.

The compact island is eager for tourists to discover its attractions. Its tourism website reads: “Home to incredible landscapes, imposing volcanoes, dense forests, unique beaches, and star scattered skies, the island of La Palma is rightfully named ‘La Isla Bonita’ (the Pretty Island).”

A safe destination, whose main attribute is its environmental quality, an unmistakable sign of healthy surroundings.”

Visitors to the sunny island of Tenerife have shared their experiences of the airport amid claims of three-hour queues, and while some have breezed through, others have found themselves facing long delays to the start of their holidays

Brits visiting the popular holiday island of Tenerife have reported ‘horrendous’ and long queues and issues getting through the airport, both when arriving and departing.

Unhappy holidaymakers have told the Mirror that they’ve been stuck in the automatic doors and made to queue outside on the tarmac, with elderly passengers kept waiting for two hours.

The issues partly stem from the newly introduced Entry/Exit System (EES), which Brits have had to use when travelling into EU countries since October 12, 2025. It seems to have led to long waits for passengers on the Spanish island. Local news outlet Canarian Weekly reports that only five of the 36 new eGates are in use in Tenerife South Airport.

When contacted about the issue, airport operator AENA stated that border control is the responsibility of Policía Nacional. The spokesperson said: “The European Commission determined that the Entry Exit System starts on October 12. Its implementation will be gradual over a period of 180 days, until April 10, when its deployment will be fully completed.”

Recent holidaymakers to Tenerife have had mixed experiences using the airport. Anne Ramsey, a frequent visitor to the island, said that when her party arrived on December 19 on an early morning flight from Glasgow Prestwick Airport, “we went straight through”.

However, a few weeks later on January 23, Anne arrived on a plane from Manchester and described the queues as ‘horrendous’. “They had to keep us on the transfer bus as the queue into the terminal was queuing outside, and there was nowhere for anyone else to go.”, she said.

Annie revealed the chaos outside the airport, saying: “People were getting stuck in the glass doors entering the terminal as they kept opening and shutting them in an attempt to control the passenger numbers.”

During this trip, Annie was accompanied by her 90-year-old mother, and said they “queued for nearly two hours.” At this point, it was term time, so the family lanes designed for groups with children under 12 were less busy, but Annie claims there was “no attempt to move people from the longer queue to the shorter one.”

She also faced technical difficulties, with eGates crashing, meaning passengers needed to wait until they were up and running again. However, her sister, who had arrived on the same date just two hours later, faced no queues.

Larry Hicken, a member of the popular Facebook group Tenerife Holiday Forum, shared two images showing long queues upon arrival at the airport. He said he landed at 4pm on January 26, but it wasn’t until 6.10pm he made it through border control.

However, a few people said they’d had positive experiences at the airport. Pip Jane Tolliss said she flew out on December 10, 2025, and had a smooth experience on arrival. Her fingerprints weren’t taken, but a photo was, and she got through in 10 minutes.

On the way back on January 3, she said it was busier, but “security moved quickly. Went through gate C and no machines just a small queue moving very quickly as just stamping passport.”

Pip admits that experiences at the airport can vary. “Having spoken to many people during our stay, it seems the experience can be very different from day to day. We were lucky, I guess!”

Representatives of the Policía Nacional España have been contacted for comment.

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