A TUI customer was left fuming after forking out £4,000 on a family holiday to Turkey - only to end up spending the entire trip without one of the cases, she claims.
Nicola Wilsher says she travelled from Manchester Airport to Turkey to discover her daughter Kaela's bag was still at the UK travel hub.
The 49-year-old from Sheffield, South Yorkshire flew out to Antalya with her family for eight days and quickly realised her 18-year-old daughter's suitcase was missing, she claims.
Nicola says she ended up having to spend an extra €500 on clothes and essentials for Kaela.
The missing suitcase also contained antibiotics that Kaela was put on for a water infection.
Childminder Nicola claims after complaining to TUI about the lost case she was given £75 from the holiday company.
She took to Facebook whilst on holiday to vent about the incident, writing: "I've never felt so angry or so uncared for on holiday before. I get sent emails and text messages all day long, telling me you're here to help 24/7.
"Well, after four days with no luggage, your hotel has told us she's just the representative in the hotel and can't help, wtf.
"She even told us to switch on our data roaming and use our own phones to call TUI UK as she can't.
"We've been offered £25 a day. What the hell can you buy for £25 when you have nothing? Especially, when we have to wait up to 14 days to receive it.
"I'm never booking with TUI again, this is our third holiday with you this year and it's cost us thousands to come away - now we are being told to sort this out ourselves.
"We checked our cases in with a TUI rep at Manchester Airport, so you have lost them, not us.
"And now no one wants to help. You have desks at Manchester and Antalya airport, so why can't someone just go and look?
"Cases don't just disappear. I was alcohol free until this holiday. This is not funny anymore, this service is just not acceptable."
After returning back to the UK, she wrote of the bag: "Kaela's was sat at Manchester Airport when we landed back."
Speaking this week, Nicola said: "The suitcase was my 18-year-old daughter's case. Everything was in it - her make up, all new clothes, straighteners, hairdryer - everything an 18-year-girl does not want to lose.
"She was even on antibiotics for a water infection, which were in this case too.
"I'm not blaming TUI for losing the case, but they did not help us at all, and we were constantly told lies by the staff on the phone.
"The rep in our hotel was useless and in the end, told me to switch my phone on and do it myself.
"We feel totally let down by them in a foreign country and my daughter's case did not turn up for the whole week we were there.
"When you spend over £4,000 on a week's holiday and you book with a large company you expect help and we just didn't get it.
"I logged a complaint a few times on the app like they tell you to while we were in Turkey but these still have not been responded to."
A spokesperson for TUI said: "We completely understand the frustration of Ms Wilsher and will be investigating this further with our baggage handlers to find out what caused the issue.
"Our teams worked quickly to provide Ms Wilsher with funds to purchase essential items while in resort. We advise customers to keep all necessary items, such as medication, in their hand luggage.
"We’re pleased that Ms Wilsher has now been reunited with her luggage, and we’ve provided her with a TUI voucher as a gesture of goodwill."
