This is a pretty long and horrible story but please take the time to read,it's worth it. Our son, who has autism had a specialist appointment in Dublin, now we have all been working together for years to give him more and more independence, it's taken years of work from him and finally he asked can he go himself, we were delighted, drop him to the bus, bus to Dublin, his aunt (my sister) meets him at the other end, great. Checked aircoach reviews, very good and although very nervous, we were excited also. Trip up great, everything perfect, had his specialist appointment, great, went to the zoo, went for dinner, fierce excitement, all obviously with his aunty. They both went to get the coach back and everything went great, he called me a few times on his way back to Cork and I was waiting at the drop off point,seen the bus pull in and he called me to see if I was there when the bus stopped. Telling us all his stories about his adventure in Dublin, the zoo, everything, next day he wanted to show us all the photo's he took of the animals and all the photos of Dublin. No phone, 100% not the fault of aircoach, but this is where it gets interesting, he called them himself and spoke to a member of staff and they actually found his very specific phone and his very specific phone case, crises avoided! and also a lesson learned so, it may sound strange but in a way I was happy that he learned a lesson of responsibility and sometimes things happen but its not the end of the world, previously he would have reverted, anybody with an autistic person in their lives or understands autism will understand what I mean, but everyone was so helpful to him and he fixed the problem himself. Proud as punch, but he lost the reference number, all of a sudden aircoach had no record of any such phone being reported in lost property (emails to prove this), asking to to prove that he called and that he did not make this up, but he did call but we could not find the call log, maybe/probably he used the landline, old phone not digital. I spoke with them on the phone, through email and nothing, no record. You know this saying "if your mother can't find it, it is lost forever" my wife found the reference number a day or two later but he had started to go back into himself by then. Magically the phone that did not exist suddenly appeared in the lost property after the reference number was found. GREAT NEWS! Ordered a courier, delivered some days later, it was like Christmas morning in our house, opened up the well sealed not tampered with package, it was a struggle to open it was so well packaged. He took it out and said "dad, this isn't my phone", I looked, yes it is I thought, its 100% his case, very unusual and a slight bit of wear and tear because of how he holds it. Somebody had taken his very expensive phone (its not about money) and replaced it with a non functioning cracked,broken Samsung phone and put it into his case and sent it back. Distraught is not the word. I am his father and I always have the answer's for him or at least we try, sometimes you try to have the answers but this I had no answer to tell him. I contacted aircoach on numerous occasions, and I am a very calm person, I need to be in front of my son because if he see's me or my wife angry or upset, he is triggered, the same as any child although he is not a child anymore he does get very emotional. I asked politely could I please speak with a manager and I was told we don't do that here, then I explained the situation and asked for an explanation and said to them that I don't care how this happened just please return the phone maybe it was in "the back of a shelf or something", got hung up on, refused a manager through email, eventually I was told through email that management are looking into this and will contact me shortly. Now I have been stone walled, also when I first contacted them about the right case but wrong phone they told me it was checked before being handed over and it was not damaged in anyway. Now I have contacted Celine Coleman who is the commercial manager of aircoach to no reply. I do not think these people understand how detrimental this is for my son's mental and physical health. All his friends from the groups he attends are on it in his whatapp group chats, all his appointments are on this phone, all his music, his facebook account, his games, videos he likes to watch, his medication alarms, his independence is on this phone now he has not went to the group meetings since this happened. The phone arrived in Cork and was put into the lost property in the offices of aircoach. My son now, won't leave his room, will not use a different phone, he picked this out himself for a Christmas present. It is so much easier for this company just to pretend that we do not exist and ignore us, when it is pretty obvious what has happened, I am not going to accuse anybody of doing anything illegal. I will let people make up their own minds about what happened, but I think it is completely impossible for my son to call me on my phone number, not through an app but a normal phone call from cork as I am looking at the bus on a broken totally different phone that also had no sim card. If they had sent the wrong phone and case, Okay, mistakes happen, but a different phone in his case, after all the mystery of the phone being in the office to the phone not being in the office to the phone suddenly reappearing, and then the right case and wrong phone. I will not let up on this until I get answers and stop being ignored. Something that somebody could sell for a few hundred euro has completely turned my family's life upside down. I am going to wait until Tuesday to get a reply, I do not even want an explanation, I just want my son's phone back. After Tuesday I am going to post at least one review about this on every site I can find, I will write one a day. I have lots of emails, this has been going on for weeks now and I just want the phone back. Please read the attachments below and please excuse my redacting skills, I just learned badly how to do it. This is so unfair and ignoring me is not going to make me go away. This is completely unprofessional and just plain wrong for such a company to behave in this manner.