My wife and I went for a long weekend to Amsterdam by train and, since she uses a wheelchair, we sent our luggage ahead using a company called Carrymyluggage.
There were a few problems on the way out but the main issue is that when we received the suitcase after getting home, it was broken and unusable.
I emailed Carrymyluggage with some photos and got no response. I phoned several times and was told someone would get back to me, but no one did.
After more emails, I finally got a response with the suggestion to claim against DHL, their subcontractor, or my travel insurance.
I replied that I had hired Carrymyluggage to carry my luggage not DHL. It went quiet again.
It is now more than five weeks later and, despite subsequent emails, no one has contacted me. Can you help? BG, High Wycombe
Carrymyluggage’s door-to-door collection and delivery service would, on the face of it, be ideal for wheelchair users. However, your experience of the service was poor to say the least.
The fact that the company ignored you after your suitcase had been trashed by its courier, was also distinctly unhelpful.
In fairness, Nigel Jennings, who runs the company, was quick to intervene when I contacted him.
Having looked into the matter, he has agreed to refund you the £25 extra collection fee you paid when you arrived in Amsterdam because of, in his words, “a misunderstanding”.
He has sent you a replacement suitcase, and a £25 voucher to be used to make another booking – although you are not sure you plan to use it.
He thanked the Observer for bringing the matter to his attention.
• Anna Tims is on holiday
