I’m sorry we needed to engage with Luggage Point at all but my daughter left her tablet on our transatlantic flight. The man at the Luggage Point counter at the airport was super helpful and communica... Se mere
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Se, hvad kunderne siger
Advert states 24hr service. It isnt. It is normal business hours with over night storage.....and each drop point has slightly different hours. So not easy to see when booking when your selected dro... Se mere
Virksomheden har svaret
I would like to thank the team at Edinburgh Airport for handling my lost property so efficiently. I really appreciate the smooth and prompt support throughout especially Julie who followed up my enqu... Se mere
Discovered my husband hand lost his phone after late night return to Edinburgh airport. Called this morning and spoke to a lovely lady named Julie and who told me it unfortunately hadn’t been handed i... Se mere
Virksomhedsoplysninger
Om Luggage Point
Skrevet af virksomheden
The Luggage-Point mission is to improve the experience for airport passengers and operators by providing a raft of essential airport services from one centralised location.
Luggage-Point aims to help remove the worry and stress related with modern day air travel. Our dedicated and experienced team is committed to providing the ultimate in airport passenger service. If you need to deliver that important shipment on time, need a safe and secure place to store your luggage, have lost property or need your bag wrapped, Luggage-Point has it covered.
We provide a professional, efficient and dedicated service to give passengers peace of mind and a ‘hassle’ free airport experience.
Business Update - Covid-19
The Coronavirus Pandemic has severely affected the air travel industry and airports are only just beginning to see a return of passengers. Our stores are open and staffed to cover the key operational hours only and are not yet back to pre-pandemic staffing levels. It may take us slightly longer to deal with enquiries but rest assured, we will always handle your enquiry to the best of our abilities and in the most timely manner possible.
Thank you ❤
Thank you ❤
Kontaktoplysninger
3,9
God
1 t anmeldelser
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Har besvaret 71 % af deres negative anmeldelser
Svarer typisk inden for 1 uge
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Super friendly staff, professional and helpful
Super friendly staff. professional and helpful. Even first thing in the morning the staff were polite, patient and willing to help. They helped me wrap two fishing rods and a bag, going beyond. Made it possible for me to get my late father's fishing equipment home.
16. oktober 2025
Uopfordret anmeldelse
Besvarelse fra Luggage Point
Thank you so much for your kind words.
We're really pleased our team could assist you, especially with something so meaningful. It's always our goal to go the extra mile, and we’re glad we could help ensure your late father’s fishing equipment made it home safely.
Wishing you all the best,
Got it in the end. Al Hamduh Lillah !
Takes three days min to reply to each email. Last one now at almost 4 days. 10 days since lost.
Phoned three times internationally - Just rings out !
Still waiting....
20th October
Finally got my bag back but I am 3876 miles away. Thanks to Luggage Point for that !
It was a long and frustrating road. Many emails with replies 3/4 days later or goes into junk file which reads "0". They advertise a Tel No, which once through a long menu ends up being disconnected every time or does not reply at all.
Communication is all in the 21st century and LP Edinburgh struggles with it. Welcome to Edinburgh Airport, now owned by the French. the worst in UK. Having to hand carry 43kg from the rental car area to checkin (as no trolleys), then have Emirates not tag the band be then asked be carry the luggage to conveyor gives you a clue ! 2/10 for Vinci !
Anyway, i took 14 days to get the bag back. I think LP and Sam for that.
Now of Emirates who caused all this .....
14. oktober 2025
Uopfordret anmeldelse
Besvarelse fra Luggage Point
Thank you for your feedback, Ian, and sincere apologies for the frustration and delay you've experienced.
While our standard target response time is up to 72 hours (as stated in our communications), we completely understand that when you're missing something important, even that can feel too long. Even more so when you're contacting us internationally.
At present, our Edinburgh team is mid-transition to a new location within the airport, which has unfortunately caused additional disruption and slower than usual response times. That said, your situation is important to us and we’re working through the backlog as quickly as possible.
If you haven’t had a response by the end of today, please email info@luggage-point.co.uk again with URGENT - 664993 in the subject line so we can prioritise this.
Thank you again for your patience during this challenging period.
Very satisfied with the service that I…
Very satisfied with the service that I have received. Really appreciate the help. Danielle was most helpful and responded to my emails promptly. Thanks very much
11. oktober 2025
Uopfordret anmeldelse
Besvarelse fra Luggage Point
Thank you so much Johnny for the fantastic 5-star review!
We're delighted to hear that Danielle was able to assist you promptly and professionally. Your kind words mean a lot to the team. We'll be sure to pass them on.
Safe travels!
Total Failure to Deliver a Service - Birmingham Airport
I placed a paid order with Luggage Point at Birmingham Airport on 10th July 2025 for the return of an item I had to leave with Airport Security. Four months later I have not received my item, nor despite several emails to LP have I received any form of update other than "I'll investigate and get back to you" responses. They have my item, they have my money, I have a tracking number from their courier issued the same week as I placed the order which is still marked as "awaiting item from LP". Total and utter incompetence and hopeless service.
10. juli 2025
Uopfordret anmeldelse
Besvarelse fra Luggage Point
Thank you for your review, and we’re genuinely sorry for the prolonged frustration and lack of resolution you’ve experienced.
Your case is being actively investigated both at site level and with the courier, as the tracking status clearly indicates the item was not successfully handed over. We agree this is not the level of service we aim to deliver, and we completely understand your dissatisfaction.
Our Customer Support team will follow up with you directly as soon as we have an update. If you would prefer a refund at this stage, please reply to our latest email and we’ll prioritise that for you.
Thank you for your continued patience.
Amazing service so helpful and got my…
Amazing service so helpful and got my passports to me quickly at collection the day before I was due to fly after a panicked realisation they were not here
Also helped with where to park
Couldn't fault them
8. oktober 2025
Uopfordret anmeldelse
Besvarelse fra Luggage Point
Thank you so much, Arlene! We’re really pleased we could reunite you with your passports just in time and help take the stress out of the pre-travel nerves. Safe travels and thank you again for the kind words!
Superb service
I left my bag on a flight yesterday and just received superb assistance and support from Danielle at Luggage Point Glasgow Airport. I received a phone call first thing this morning with information on how to get my bag back quickly and efficiently. It made it so easy for me and service with a smile!! Thank you Danielle.
8. oktober 2025
Uopfordret anmeldelse
Besvarelse fra Luggage Point
Thank you, Richard! We're delighted to hear Danielle was able to assist so promptly and make the whole process smooth for you. We'll be sure to pass along your kind words to her and the Glasgow team. Safe travels!
Amazing
Luggage point were a life saver for me they were really knowledgeable and happy to help me send my items back home. They are very prompt and quick with their replies When emailing and answered every question I had would highly recommend them
6. oktober 2025
Uopfordret anmeldelse
Besvarelse fra Luggage Point
Thank you, Isabella! We're so pleased we could help you get your items back home safely. Your kind words about our team's promptness and support mean a lot and we’ll be sure to share your feedback with everyone. Safe travels, and we’re always here if you need us again!
Outstanding service at Luton Lost Property
I would like to thank the Luton Luggage-Point team for their excellent assistance in recovering my lost items. Throughout the process, communication was clear, professional, and very supportive.
Special thanks to De-Andre and Alex for their patience, quick replies, and help with all my questions about the retrieval and shipping process. Everything was handled smoothly and with great attention to detail.
I truly appreciate the service and would highly recommend Luggage-Point to anyone who finds themselves in a similar situation.
22. august 2025
Uopfordret anmeldelse
Besvarelse fra Luggage Point
Thank you so much for your kind words and recommendation!
We’re thrilled to hear that the team at Luton provided outstanding service and made the process of recovering your items as smooth and supportive as possible. Your feedback means a lot to us and will be shared with the team.
Safe travels, and thank you again for taking the time to leave such a thoughtful review!
Superb, amazing swervice!
Popped into Luggage Point Glasgow Airport on 19th Sept looking for a back pack for the plane.
The manager and staff Lady were so helpful and kind as I am an Injured Military Veteran Visually Impaired/Registered Blind. They could not do enough to help and even re-packed my new bag for me, which was very kind. The bag was amazing and I am over the moon with it and what a great price too!
Thank you so much and keep up the amazing service, is was superb! 10/10!
19. september 2025
Uopfordret anmeldelse
Besvarelse fra Luggage Point
Thank you, Mike - and thank you for your service.
It was an absolute pleasure to assist you at our Glasgow Airport store. The team will be delighted to hear your feedback, especially knowing they helped make your journey a little easier. We’re so pleased you love the new backpack and really appreciate your kind words.
Wishing you safe travels and all the best from all of us at Luggage-Point!
Lack of communication and poor customer service
On 31st August at Glasgow Airport, my wife's scarf was caught up in the scanner rollers and could not be freed. Raymond Bell completed a claim form and informed me I would be contacted.
Since then I have heard nothing, despite me emailing on 4th Sept and again on 15th Sept when an automated reply stated that current response time was 72 hours??
The telephone no on website is no use as it does not accept calls.
This is very poor customer service and not acceptable.
31. august 2025
Uopfordret anmeldelse
Besvarelse fra Luggage Point
Thank you for your review, and we're very sorry to hear about your experience.
We want to clarify that we do not have an employee by the name of Raymond Bell, so it’s likely your interaction was with airport security staff rather than with Luggage-Point directly. Additionally, items damaged within the security scanning process, such as clothing caught in rollers are not part of the lost property process and would not fall under our responsibility. The reference number you have quoted is not a Luggage-Point number which also suggests it is something Glasgow Airport are dealing with directly.
We appreciate your frustration and recommend contacting Glasgow Airport's main enquiries line directly, as they will be best placed to progress any claim or complaint regarding damage caused at security.
If there is anything we can assist with, such as recovering a separate item or confirming if something was handed in, please don’t hesitate to email us at glasgow@luggage-point.co.uk and we’ll do our best to help.
Rapid and nice answer to my mails
Rapid answer to my mails, from ALEX, understanding the importante of what we've lost, even for an adult it doesn t seems important. good advices for how to proceed.
I did not expected so much involvement!!
Thanks again for being sooo nice and working with profesionalism in the same time, Alex!👏👏👏🙏
24. september 2025
Uopfordret anmeldelse
Besvarelse fra Luggage Point
Thank you so much for your kind words and thoughtful review!
We're delighted to hear that Alex was able to assist you so promptly and compassionately. We completely understand that the sentimental or personal importance of an item can far outweigh its material value, and it’s lovely to know that Alex’s support made a difference to you during a stressful time.
We'll make sure your praise is passed on. Thank you again for taking the time to share your experience as it means a great deal to the whole team!
Tighten the screws on the next unsuspecting customer.
Might be a good idea to use Royal Mail or any other postal service for items with a lower value. This would actually provide a useful affordable service. Or is there not enough profit in that for your company? Anyway, please, you keep my Knipex pliers to tighten the screws on the next unsuspecting customer.
EDIT: As to your reply regarding a Royal Mail option I was not offered one to choose from, just an unreasonable quote more expensive than the item I was trying to retrieve. Feeling have nothing to do with it by the way, what pathetic condescending corporate language is that? I hope you appreciate that frankly I want nothing to do with your company or to be in touch with you now for a lower value postage option. Here are my thoughts. It is my opinion Your business practice is despicable and If there was a Zero Star option I would select that to rate my recent experience.
24. september 2025
Uopfordret anmeldelse
Besvarelse fra Luggage Point
Thank you for your feedback.
We’re sorry to hear you feel this way. For lower-value items like your Knipex pliers, we absolutely do use Royal Mail and always aim to offer the most affordable and appropriate shipping method available, based on the item type, weight, and destination.
We appreciate that not every item is worth recovering from a purely monetary point of view and we say this openly in our communication. But for many customers, it’s not about value alone; it could be sentiment, convenience, or simply wanting their property back. That’s why we provide the option, not an obligation, to have it returned.
If you could please contact us at info@luggage-point.co.uk, we can check your quotation
Thanks again for taking the time to share your thoughts.
Reporting the loss of a small hearing…
Reporting the loss of a small hearing aid was straightforward and really quick to do. I attended the London Luton Airport Luggage Point desk two days later and was reunited with my property. I was really impressed by the outstanding customer service, care and consideration Rekha provided. Thank you Rekha 😁. I also want to thank the LLA Security team who discovered the very small and easily missed hearing aid at the screening area and for forwarding it onto the airport Luggage Point team. Thank you so much to the whole LLA Team
17. september 2025
Uopfordret anmeldelse
Besvarelse fra Luggage Point
Thank you so much for your kind words! We're absolutely delighted to hear that you were reunited with your hearing aid so quickly, and we'll be sure to pass on your thanks to Rekha - she’ll be thrilled to know her care and attention made such a positive impact.
We also echo your appreciation for the fantastic LLA Security team who do an incredible job each day in helping passengers and reuniting lost items. It’s always a team effort, and we’re so pleased it led to a happy outcome for you.
Wishing you all the best, and thank you again for taking the time to share your experience
So if your liquid is being confiscated…
So if your liquid is being confiscated for no good reason but stupid CT machine couldn't recognise the ingredients, I have to pay £12 to collect my item.. or £28 for non insured delivery to home address.. I'm so sure I would never receive as it would be thrown in the bin and I would be advised ' sorry it got lost'. Disgusting how these days money is being made from people.
11. september 2025
Uopfordret anmeldelse
Besvarelse fra Luggage Point
Thank you for your review.
Just to clarify, the CT scanner and security rules regarding liquids are entirely managed by airport security and government regulations - we play no part in deciding what is or isn’t allowed through security, nor in what gets confiscated.
Our role begins after an item is collected from airport security by us. We offer passengers the opportunity to retrieve these items, rather than have them destroyed - either by collecting in person or via our Mail It On service.
The £28 you mention is made up of:
A £10 service fee (reduced from our standard £12 rate),
Plus £18 for tracked postage, packaging and admin.
We are transparent about this pricing before you decide whether to go ahead. While the service may not make financial sense for every item, we aim to provide a fair and secure way to reunite passengers with belongings that otherwise would be lost entirely.
If you'd like to speak to us directly or want reassurance about a specific item, we’re happy to help — just email info@luggage-point.co.uk
quoting your reference number.
Lovely assistance from Rehka at the…
Lovely assistance from Rehka at the front desk. Solved all my needs 💜
11. september 2025
Uopfordret anmeldelse
Besvarelse fra Luggage Point
Thank you so much for the lovely review! 💜
Rekha will be absolutely delighted to hear your kind words – she always goes the extra mile to help, and we’re thrilled she was able to solve everything for you.
Safe travels, and we hope to see you again soon (but hopefully not because you’ve lost something! 😉
Wonderful efficient workers at LP Luton Airport
11 August 2025 Luton airport ..... just needed to say thank you for the efficient and conscientiousness of Luton airport staff - special mentioned to the lady at the reception who assisted us thoroughly, friendly and practicing good work ethics. Thank you also to Faraj who found my luggage at the pick up point. Communication through email with Faraj was smooth, helpful and professional. I even got to meet him at the reception with a warm greetings. Thank a lot guys ... more power to your personal touch and xxx
11. august 2025
Uopfordret anmeldelse
Besvarelse fra Luggage Point
Thank you so much for your heartfelt review! 💜
We’re incredibly proud of the Luton team and will make sure both Rekha and Faraj see your kind words. It means a lot to hear that their professionalism, warmth, and personal touch made a difference to your experience.
Wishing you many more smooth travels ahead – and thank you again for taking the time to share such lovely feedback.
Would issue zero stars if possible!
Would issue zero stars if possible.
I claimed my lost property from Edinburgh on the 14th August, it took repeated emails for a quote for postage to be sent, once it was sent I paid immediately. This was on 1 September and a shipping number was issued, the tracking number shows that the item has still not been collected by UPS 10 days later, we are now almost at a month since I claimed my item and I am still waiting and receiving no replies to my emails. The lack of communication is shocking, phone line is not answered at all.
10. september 2025
Uopfordret anmeldelse
Besvarelse fra Luggage Point
Hi Sharon,
Thank you for your feedback, and we’re truly sorry for the delay and lack of communication you experienced. That’s not the level of service we aim to provide.
After you escalated the matter, we immediately investigated and located the issue with the dispatch. We're pleased to see that your item has now been successfully delivered and we hope it arrived safely.
We appreciate your patience, and we're reviewing this internally to ensure better service going forward.
Very quick and thorough responses in…
Very quick and thorough responses in finding my phone, lady named Danielle from the Glasgow Airport point was very helpful.
9. september 2025
Uopfordret anmeldelse
Besvarelse fra Luggage Point
Thank you, Conor! 😊
We're so pleased to hear that Danielle at our Glasgow Airport location was able to assist quickly and thoroughly in reuniting you with your phone. We'll be sure to pass on your thanks to her!
Wishing you safe and stress-free travels from all of us at Luggage-Point.
Dreadfully slow and expensive service
Much to my surprise I had a small brand new tool kit sealed and in original packaging confiscated at Edinburgh Airport. These were small hand tools and the guidance stated "tools, especially those with blades or shafts longer than 6 cm (e.g., drills, saws, and crowbars), are not permitted in hand luggage." and so what I had should not have been a problem. Anyway I was issued a ticked and advised that Luggage Point offered a recovery service. Before boarding I went to their web and completed the form. It took them a week to reply and although they were offering to post this had no guarantee of delivery and the cost exceeded the value of the tool kit. I replied asking about collection at the airport. It took them another week to reply by which time I had returned and so making a trip back to the airport would be added cost and as their admin fee is £10+VAT (£12) and the item is only worth £14.99 there was simply no point. Had they replied in a timely manner I may well have paid the cost and collected on my return but it seems to me that they deliberately delay which I guess is so that they can sell the goods in bulk to make more than they would in admin fees!
Response added 25/09/2025
I was fully aware that you had not confiscated the item and the role you play in repatriating lost or confiscated items.
Your delay negated the recovery option, because of the cost of returning to the airport and parking there etc.
In your reply vis-à-vis postage you now state “tracked delivery, and insurance,” whereas in an earlier email you gave no postage options but stated “Luggage-Point cannot be held liable for any loss or damage when an untracked courier service is requested by you” leading me to interpret that if I instructed you to post that I accepted the risk and that it would be untracked where the item may be lost or damaged in the process. I suggest you reword this sentence to remove any doubt.
21. august 2025
Uopfordret anmeldelse
Besvarelse fra Luggage Point
Thank you for your feedback, and we're sorry to hear of your frustration.
Firstly, we sincerely apologise for the delay in replying. We’ve experienced an unprecedented surge in lost property and confiscated item queries this summer, and while that’s no excuse, we acknowledge we did not respond within our usual timeframe in this instance.
To clarify: the items we handle are not confiscated by us, they are confiscated by Airport Security and collected from them by us. We play no role in what is or isn't permitted through security, but we do offer a retrieval service after the fact, giving passengers the option to recover their belongings instead of losing them altogether.
As you noted, the admin fee for in-person collection is £10 + VAT (£12). This is a flat charge that helps cover the man hours for collecting, processing, storage, the premises, the retrieval, and compliance. It is not based on item value. The postage option includes packaging, tracked delivery, and insurance, which adds to the cost. These services are completely optional, and you are free to decline them if the item’s value doesn’t make it worthwhile.
We absolutely do not delay responses deliberately, nor do we "sell the goods for profit". In fact, many unclaimed items are either recycled, donated, or responsibly disposed of after the statutory holding period. Items like a £14.99 toolkit have no resale value to us, they are simply of use to their owner, which is why we offer a return service in the first place.
We hope that clears up the process. If there’s anything still outstanding, please do contact us at info@luggage-point.co.uk and quote your reference number — we’ll be happy to assist.
Austin was very helpful and friendly…
Austin was very helpful and friendly and did a great job. Thank you! At the Glasgow airport
3. september 2025
Uopfordret anmeldelse
Besvarelse fra Luggage Point
Thank you for the kind words! We’re so pleased to hear Austin at Glasgow Airport took great care of you. We’ll be sure to pass on your thanks – he’ll be chuffed!
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