Smartecarte Anmeldelser 

Don't expect anyone to answer the phone, don't expect anyone to reply to your emails. Do expect to pay £66 to have your lost property luggage shipped to you!
This service is designed to make sure you don't loose anything in Heathrow again.

Terrible experience. I lost a wallet on 2 October. Reached out to them a few times but no response. No one picks the customer service phone. Then get a letter by post 15days later, that they found a wallet with my details. I should call them for verification. again no one picked up so I send an email. Then a reminder. Eventually get a response. . And in order to retrieve anything you need to pay more than 15 gbp

Almost impossible to contact someone. It takes them days to reply by email. They ask question about the content of the luggage. I wonder if the reason for them not being responsive at all is because some items in the luggage or the luggage are stolen. Management should be ashamed. I copied them in my emails but no reply at all so far... Heathrow airport should seriously think to change some of their partners!!

One of the worst companies to ever exist. Completely impossible to contact a human and they take 10 days to reply via email. If you lose an item I am sorry to say you are highly unlikely to ever get it back with this company in charge. Shame, as I doubt much gets stolen from an airport. Management should be ashamed.

After a long overseas flight - with no sleep - our 12 year old lost his cellularphone while leaving the plane in London. After we returned to Germany I instantly filed the loss on the website of Smartecarte. Just 10 days later I was notified that the item was found with the instructions to claim it. I did so and asked (as a concerned mother) more question via e-mail. Each of them (!) I received a polite and fast answer and just two days later the phone was delivered to us. Almost unbelievable. Thank you so much Ryan, Donna and everybody else at Smartecarte. And to the honest person that turned the phone in ... I'd be more than happy to thank everybody in person! Sending best wishes from Germany to the UK

Forgotten cellphone at LHR was found and returned. They only ship with Express which is unnecessarily expensive. Lower cost postal service would be a nice alternative.

Claimed lost object, which was registered on their database. Three weeks later, I have not received a response, and there is no way to reach them.

Some months ago, I had lost a personal item at London Heathrow. I am not sure exactly where, but I can imagine that it happened at the security controls (it was a busy day, we had much stuff, etc.).
I didn't have any hope that I would find it again. I first wanted to contact the airline, but then I noticed that there is this service from Smartecarte at the airport, and that they have a database and all, and that they can send you back your item. I thought I would give it a try - and I found it in the database!
The communication with them was always easy and quick. I can only imagine how many e-mails they receive everyday, but they responded quickly.
Today, the package arrived with my item and I am so happy that I have my item back at home with me. I feel a huge relief and I am so very thankful to the Team of Smartecarte to have made this possible.
I think this is a service that we should be grateful for that it exists, because one cannot take this for granted. I would hope that a similar model is implemented at more airports.
Again, to the team of Smartecarte: you have made my day. Thank you so much. I wish you all the best!

I have no words of gratitude. After a long month chasing my phone across Europe, it seems surreal to have succeeded in this mission.

I know there are more important things in life, but as most of the items lost and found, I am sure there is so much more to them. The chase is exhausting; behind every desperate email reaching Smartecarte there is a story.

It is not so much about the happiness these items would give us in the future (because items can always be purchased again), but the memories of the special moments linked to them. And this cannot be recovered.

So THAT is was Smartecarte returned to me. And it is priceless. I have to say, knowing all the adventure my phone (a tiny piece of me?) has gone through in these past weeks, from country to country, from one person to another, to another sector, and so on, I have reinforced my faith in humanity.

Thanks for all the honest people trying to find the other half to each of the items lost!

I arrived to LHR Terminal 5 security at about 4PM from Terminal 3 to catch a trans-Atlantic flight; an overflow of passengers were trying to get through security; it was chaotic and by the time I got through the body scanner multiple treys were already stacked up and there was a mad dash of people reaching for and grabbing their stuff. In the confusion, I got my briefcase and other belongings, but somehow had a mental lapse--did not grab my laptop from a separate trey and put it back into my briefcase. Imagine my shock next day at home when I opened my briefcase and realized what had happened. It's gone I thought and with it my brains! On a whim I poked around the LHR website and discovered Smartecarte and the LHR Lost Property Office. A call to their phone number made clear that due to understaffing I best file a claim on line and be patient for the laptop to be turned in. I did so and kept responding to their instructions and periodic updates until 3 weeks later they notified me they had identified my equipment. In less than a week later I had my machine back in perfect condition via DHL. What a relief! Thank you Smartecarte and LHR Lost Property! Especially someone named Ryan. I'm impressed and grateful!

I am writing the review so that other people who are told that their item was not found don’t trust smartecarte. I left my iPad in the plane at Heathrow. I tracked it location and saw that it was brought to the lost and found office. I went online and filled the form to claim it by specifying that I can track it and am certain of its location. As an answer, smartecarte claimed that they did not have my iPad even. As I could track it, I tried to email and call them to explain that there must be a mistake. Nobody answers the phone (I still got charged 10£ for not speaking to anyone). They answered the email by saying that they have too many iPads and to give more information (which by then I had sent already several times). Ultimately, I gave up on trying to reach them and went in person. It took the lady behind the counter 5 minutes to find it but I still had to pay 25£ for the service of holding my iPad hostage. The online database system does not seem to work well for iPad. I recommend to other clients to go there in person.

I have been trying to reach a human being with this company for a lost bag at Heathrow airport and have tried to use their own search at their website and it will not function properly. A third world country functions better than this service. I am at wits end short of flying back to Heathrow to go the Smart Carte customer service desk. Next up are more reviews I will post and going on Twitter.

Good service, helpful staff

After a few days waiting (hoping) for the suit carrier we left in an overhead bin to be found and registered, it was! Then they matched it to a description of the item we'd uploaded to their website. They sent us a link, we paid some small fee to have it shipped to us, and now it's back. Everything worked exactly as advertised.

Two days after flying back to the UK I realised I had left my tablet on the plane. After the initial panic I found the item on the lost property website and made my claim of owernship.

Very quickly my claim was accepted and I was very easily able to order a return myself via a weblink and should recieve the item shortly.

The fee for having my item returned is very small compared to needing to replace the item! Very thankful for the amazing service I received from Donna and the team at Smartcarte and very happy I will be getting my tablet back!

Everyone was SO helpful- above and beyond duty. Did not once make me feel as though I was a bother.

Seamless service! Thank you so much :)

Returned an anxiously awaited lost bag with a minimum of fuss and maximum of efficiency