My son who has autism left his phone on an aircoach, we know this because he called me when the bus pulled in where I was waiting for him. He called the company when he realized and they confirmed they have it in their office, great. Then he lost his reference number and suddenly no such phone existed until he found the reference number and it reappeared again, now this is where it just gets ridiculous as if the disappearing phone was not bad enough, they returned his phone after we paid the fee, phone arrived, not his phone, instead a smashed phone in HIS phone case, we know this because it is a very specific/unusual case. Months this has been going on with promises from the company to get to the bottom of this, his phone was in their lost property as the person in the office described it and then this happens. Maybe people d not understand how important this phone was to my son, it had everything in it, basically his life, this entire ordeal has set him back by so much, I understand people saying it's just a phone but unfortunately to my son it is not. This day travelling to Dublin on his own was a real milestone in his life and for this to happen is unfortunate, okay people lose things, but he was told they had the item and it would be sent back and we trusted aircoach to do it.Its been 5 months now "under investigation" all I would like to know is how did this happen, his phone was in your office, then "lost" again, then re-found and swapped out with a broken phone. I really thought that things like this no longer happen and I am so disappointed in the way this has been dealt with and the lies we have been told.