They have had an item that was confiscated from me for over 2 months now and I have heard from them maybe 3 times maximum. I have emailed and called them over a dozen times. Their customer service... Zobacz więcej
Reakcja na opinię
Chociaż nie weryfikujemy konkretnych wypowiedzi, ponieważ opinie recenzentów są ich własnymi opiniami, recenzje mogą zostać oznaczone jako „Zweryfikowane”, jeśli uda nam się potwierdzić, że doszło do rzeczywistej interakcji biznesowej. Dowiedz się więcej
Aby chronić integralność platformy, każda recenzja na naszej platformie—zweryfikowana lub nie—jest sprawdzana przez nasze oprogramowanie działające w trybie 24/7. Technologia ta została zaprojektowana w celu identyfikowania i usuwania treści, które naruszają nasze wytyczne, w tym recenzji, które nie opierają się na prawdziwym doświadczeniu. Zdajemy sobie sprawę, że możemy nie wychwycić wszystkiego, dlatego możesz oflagować wszystko, co według Ciebie mogliśmy przeoczyć. Dowiedz się więcej
Zobacz, co mówią recenzenci
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... Zobacz więcej
Reakcja na opinię
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... Zobacz więcej
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... Zobacz więcej
Informacje dotyczące firmy
O Luggage Point
Napisane przez firmę
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 ❤
Dane kontaktowe
Zjednoczone Królestwo
- +44 (0) 330 223 0893
- feedback@luggage-point.co.uk
- www.luggage-point.co.uk
3,7
Średnia
1 tys. recenzji
W ostatnim czasie nie zapraszano do recenzowania
Ta firma nie zapraszała ostatnio swoich klientów do recenzowania, dlatego recenzje mogą nie być w pełni reprezentatywne
Odpowiada na 72% z negatywnych recenzji
Zwykle odpowiada w ciągu 1 tygodnia
Jak firma korzysta z Trustpilot
Dowiedz się, w jaki sposób pozyskiwane, oceniane i moderowane są ich recenzje i oceny.
Edinburgh airport, 2 months on
They have had an item that was confiscated from me for over 2 months now and I have heard from them maybe 3 times maximum. I have emailed and called them over a dozen times. Their customer service is abysmal and if I don’t end up getting my item back I’d at LEAST want compensation for the price of the item to get a new one.
The first time I called them as well they told me they didn’t have any of the emails I had sent before because they had just done a massive purge of their emails without responding to them all first….
On top of all of this I had paid my quote already within the allotted time and then received an email the next day that I ran out of time to pay my quote (I had a week left) and that I would have to get in contact with them. I tried. They never responded. I would like compensation for the quote as well because at this point it feels like they’ve just stuffed my complaints, calls and emails away.
This is honestly disgusting behaviour from the people that I’m supposed to trust with my belongings.
10 lipca 2026
Opinia niezależna
Odpowiedź od Luggage Point
Thank you for your review, Lauren. We are sorry that this has taken longer than it should and we can understand your frustration. However, there are a couple of points in your review that we do need to clarify and we're pleased to note your item has now been successfully delivered to your chosen address.
There was no “massive purge” of customer emails. We experienced a server failure which unfortunately resulted in some emails being lost. That is very different from emails being deliberately deleted without being answered, and we are sorry if this was explained poorly to you at the time.
We have checked our records and can currently see your online form submitted at 9:18pm on 10th July, together with emails received from you on 15th July and 2nd August.
We have also identified an issue with the way your quote was originally processed. It was raised on an incorrect system by a former member of staff, which meant confirmation of your payment was delayed in reaching the Edinburgh team. We apologise for that.
We are, however, very concerned by your comments about repeatedly being unable to get through by telephone, as our lines are manned and calls are being answered. Please email info@luggage-point.co.uk with the telephone number you have been calling from, together with the number you have been calling, so that we can investigate the call records and establish what has happened.
We would like to get to the bottom of both the communication issue and the outstanding return of your item rather than leave you continuing to chase us
Follow-up to “Is this Theft”— still unresolved
I'm Jenny's father, posting this update with her authorisation.
Following my "Is this theft?" review on 3 September, Luggage Point responded as though they held detailed knowledge of my case, despite no personal ID being given, stating cash "would not be sent with the purse" and would instead need a bank transfer form. In fact the purse was sent by courier (we paid £27.14 including a £5 "insurance" charge), and no bank transfer form has ever been sent.
Their own email also stated bank cards and cash "cannot be shipped under any circumstances." Yet the purse arrived containing several bank cards and Jenny's driving licence — items they say can't be shipped — while the cash and an Apple AirTag, which had no such restriction, never arrived at all.
It gets worse: their own website describes shipping with no mention of any restriction on cash or cards, and describes collection by a friend/relative using that person's own ID — while their formal Terms & Conditions instead demand the absent owner's ID for a third party to collect, which verifies nothing. Three different Luggage Point documents (website, email, T&Cs) all disagree with each other.
Clause 6.7 of their own Lost Property T&Cs says uncollected cash is counted, banked, and only recoverable minus conversion/transfer costs. Collecting in person was never realistic: Jenny is disabled, travelling with a full-time carer, 25 hours from home on a 6-week trip — a return visit to Birmingham would cost more than the cash itself.
After Jenny authorised me to act for her, someone called "Ashleigh" phoned me claiming "we've got your purse" (false — it had already been returned), then disconnected with no way to call back. During that same call, Ashleigh separately emailed Jenny asking for her sort code and account number directly — no form, despite being told one was required — while telling me on the phone they still had the purse. The cash involved was 50 AUD, £30 GBP, and some AED.
I emailed Luggage Point at Birmingham with written questions, giving 7 days for a response. That deadline has passed with no reply, and a promised 48-hour AirTag investigation update never came either.
Posting publicly as private channels have led nowhere.
23 sierpnia 2026
Opinia niezależna
Odpowiedź od Luggage Point
Thank you for your follow-up review. We should clarify at the outset that this review has been posted by a third party rather than by the customer with whom we have been corresponding directly. We have continued to deal with Jenny privately and have progressed everything we are presently able to progress from our side.
In particular, the outstanding cash transfer has not been ignored. We have attempted to process this using the banking information supplied, but the details provided were not accurate and have not enabled us to complete the payment successfully. We cannot, of course, make a transfer to banking details that cannot be validated, and further information has therefore been required from Jenny.
We appreciate that some of the communication around this case appears to have caused confusion, including the telephone conversation referred to in your review and we are reviewing that. However, it is not correct to suggest that nothing has been done or that private correspondence has simply been ignored.
Our procedures for the handling, collection and transfer of lost property apply consistently to all customers. Where a customer has particular circumstances that may affect the options available to them, we can only take those into account where they are made known to us.
There are also limits to what we are prepared to discuss publicly about an individual customer’s property, identification and banking information. We will therefore continue to deal directly with Jenny, and with any representative she has formally authorised, so that the remaining issues can be resolved safely and properly.
We remain willing to complete the outstanding steps as soon as valid information is provided.
Item confiscated by Security at Edinburgh Airport
Item confiscated by Security at Edinburgh Airport - issued a Mail-It-On reference number. Made a request for a quote and no response in subsequent 3-weeks - no complaints process, no phone number to seek clarification - where is my item?
18 sierpnia 2026
Opinia niezależna
Odpowiedź od Luggage Point
Thank you for your review. We have checked the reference you provided, EDI8830, and need to clarify that Luggage-Point has no record of ever receiving this item from Edinburgh Airport Security.
As a result, we have never been in a position to issue a quote or take payment for any return service in relation to this item. It is also worth clarifying that being issued with a Mail-It-On reference does not necessarily mean that the item will subsequently be handed to Luggage-Point. Airport Security retains discretion over items surrendered at the security checkpoint, and not every item for which a Mail-It-On reference is issued ultimately reaches us.
That said, we would like to investigate further in case the item was received but became separated from its reference card before being logged. Please email info@luggage-point.co.uk quoting EDI8830 and provide as much detail as possible about the item itself — including exactly what it was, make/brand, colour, size and any other distinguishing features. If you have a photograph of the item, please send that too.
We can then check the information available from our side and see whether there is any possibility of identifying an item that may have become orphaned from its reference.
Luggage point a joke
I have email 4 times and now received a reply to my review to email them, the email I have 4 times and no reply what else can I do 😒
2 września 2026
Opinia niezależna
Odpowiedź od Luggage Point
Hi Rebecca, we have sent you an email and are doing all we can to help you. Please check your spam folder in case it has landed there. Thanks
Delays and Failures
I paid Luggage Point to store and return to me a small pocket knife which had been kept by airport security at Edinburgh Airport on 13th July. I logged on to their website as instructed and logged my request. I heard nothing from them. I phoned them and thereafter received a request for payment on 4th August. I paid immediately. After repeatedly contacting them by phone and email, being promised return calls which never materialised, I eventually, after a month, received a package from them containing somebody else's property. So, I haven't recovered my property, and somebody else is missing the items that were sent to me by mistake. I tried to contact Luggage Pint, only to meet with a recorded message advising that Luggage Point is no longer operating from Edinburgh and that I should contact Customer Services at Edinburgh Airport. So, it seems they've washed their hands of the matter. Absolutely hopeless. Do not use this company.
Luggage Point have now replied to my review asking me to email them with details so that they can investigate it urgently. I'd already done that. I've still to receive a reply. It doesn't reflect well on a company that it's not until a bad review is posted on a public forum that any degree of urgency is claimed. If I do receive a reply then I will, of course, update this review.
So, It's now been a week since my review, and since Luggage Point said they would deal with my complaint urgently and email me. I've heard nothing. If it was possible to give a no-star review, this would be the one. Do not use this company.
4 sierpnia 2026
Opinia niezależna
Odpowiedź od Luggage Point
UPDATE: Thank you for your updated review Craig - however we have not received an email from you to reply to. Could you please confirm you emailed info@luggage-point.co.uk?
Thank you for your review. We are very concerned to read this and are sorry for the frustration caused. The issue you describe is something we need to investigate properly and urgently.
For clarity, Luggage-Point is no longer operating the current lost property service at Edinburgh Airport, which is why callers may now hear a message directing them to Edinburgh Airport Customer Services for new airport enquiries. That does not mean we are washing our hands of historic matters that relate to a Luggage-Point reference.
Please email info@luggage-point.co.uk quoting reference EDI 11677 so we can review the records, trace the shipment, and advise on the next steps regarding both your item and the property you have received.
We understand why this has left you disappointed, and we are sorry that the process has not met the standard you should expect.
Lost luggage in the abyss
I left my keys accidentally in my hire car and Hertz were amazing at being in touch about this. On learning that Birmingham had a dedicated service for returning lost property to customers I felt sure the best way to get them back was for Hertz to take them there with my details.
Unfortunately since my keys were handed to the “specialist” service and despite the fact that i have been told that my keys are there and are identified i have had inconsistent and slooooooowwwww messaging and over a week later have no idea what is happening to my keys and less faith that i will ever be reunited with them.
Writing this review in the hope that i get more response from luggage point than i do in the 50 times i have tried calling their constantly engaged pointless phone line or from emailing repeatedly and being ignored.
26 sierpnia 2026
Opinia niezależna
Odpowiedź od Luggage Point
Thank you for your review.
We are sorry to read this and understand how frustrating it must be when your keys have been identified but you are still waiting for clear confirmation on the next steps.
This is not the level of communication we want customers to experience, particularly with an important item such as keys. We have noted the reference number you have provided, 708906, and would like to review the case properly so we can establish what has happened and what is required to get the item returned to you.
Please email info@luggage-point.co.uk quoting reference 708906, and we will look into this as a priority.
We are sorry again for the delay and the frustration caused.
Edinburgh - No communication and lost/misplaced item during shipping, no reply to customer support email
My powerbank was taken on the 8th of August at Edinburgh airport. I have tried to book a delivery for 5 days now and heard nothing. My item has essentially been stolen or lost and I have no way to communicate, they do not answer emails.
Update 31st August 2026
Eventually I was informed my item was posted 6 days after I was told it would be the next day. It has now been 18 days since then and I do not have my item and luggage point are not answering my emails. Effectively, my charger is missing, and luggage point could not care less.
Update 06th September 2026
Lugga Point have replied for me to email them. I have emailed them 3/4 times since I landed home and 1 of those has been since my last update. My emails have been completely ignored.
For clarity, I am not making accusations against Luggage Point of anything. However, I have had no update, and they are ignoring my subsequent emails.
8 sierpnia 2026
Opinia niezależna
Odpowiedź od Luggage Point
Thank you for your review.
We are sorry to read this and understand your frustration, particularly where the item has been posted but has not yet been received.
We do need to be clear that describing the item as “stolen” is a serious allegation, and at this stage we do not have enough information from the review alone to identify the case or investigate what has happened.
Please email info@luggage-point.co.uk with your full name, item reference, postage type/payment details and any emails you have received from us, so we can review the matter properly and establish the position with the shipment.
Once we have those details, we will investigate fully with the courier and respond directly.
Great service
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 communicative in terms of what we do, the website was great for keeping up to date with potential items, and they contacted me right away when they found the tablet. In their correspondence, they were very clear about our options to get it back and before we knew it - it was returned on our doorstep. I hope I never have to use them again, but it is peace of mind in case we lose things on our flight again! They are a team of very helpful people!
10 sierpnia 2026
Opinia niezależna
Odpowiedź od Luggage Point
Thank you very much for your lovely review.
We are sorry your daughter lost her tablet in the first place, but we are delighted to hear that the team was able to help make the process clear, reassuring and efficient from start to finish.
Losing something valuable while travelling is always stressful, so it is especially good to know that the airport counter team, the website updates and the follow-up communication all helped give you peace of mind.
We really appreciate your kind words about the team and are pleased the tablet made it safely back to your doorstep.
Thank you again for taking the time to leave such thoughtful feedback.
Andy at Birmingham Luggage Point was…
Andy at Birmingham Luggage Point was excellent . His service was amazing and a very nice bloke.
I had left my wallet on a TUI plane and he was really supportive and gave me great advice to help me get it resolved and all of the steps required to get it sorted. Can not recommend Andy highly enough, he didn’t need to go to the lengths that he did to help me.
Top work Andy, Luggage Point are lucky to have you.
10 sierpnia 2026
Opinia niezależna
Odpowiedź od Luggage Point
Thank you very much for your fantastic review.
We are really pleased to hear that Andy was able to support you so well after you left your wallet on the TUI flight. Losing something as important as a wallet is stressful, so clear advice and a bit of reassurance can make a real difference.
Andy will be delighted to read your comments. He is a valued member of the team, and feedback like this means a lot.
Thank you again for taking the time to recognise his help. We will make sure your kind words are passed on to him.
Disgraceful. No communication. Still No Luggage
Disgraceful. Still no communication, still no luggage.
We left two suitcases (one checked bag and one carry-on) at the Edinburgh Waverley storage location on Sunday 19/07/2026. Because of a miscommunication with staff at the counter, we thought the luggage could be collected any time, so we missed the window and had to leave the city without our belongings. It was later moved to the Edinburgh Airport location for shipping.
We contacted Luggage Point about the shipment immediately on 19 July. They replied on 20 July, after that we paid immediately and sent every piece of information they asked for. Since then, nothing. We've called and emailed repeatedly and been met with silence, and to this day we still have not had a single response. We've told them again and again that we're leaving the country this Saturday and need our suitcases back urgently, and that we're happy to pay extra for express delivery. No one ever confirm where our bags are, whether they've been shipped, or when they'll arrive
As it stands right now, we still cannot contact them and our belongings still have not been started shipping.
We're not blaming them for the original mix up at the counter, that was a misunderstanding on both sides. What's been genuinely stressful is everything since. They took our payment and all our details, and then went quiet. Even a short email communicating with us would have made a huge difference. Instead we've been left chasing them with no answers while the clock runs down on our trip.
We're now facing the very real possibility of having to lose an extra day of our trip and pay out of pocket just to travel back to Edinburgh ourselves to collect the luggage in person, and that's assuming they still have it and we can even track down where it is.
We hope to get back our luggage as soon as possible.
29 lipca 2026
Opinia niezależna
Advert states 24hr service
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 drop point is open or closed. Leading to luggage trapped inside, when you need it. BUT Girl at counter was excellent... FIX YOUR WEBSITE
28 lipca 2026
Opinia niezależna
Odpowiedź od Luggage Point
Thank you for your review.
We are sorry you were disappointed and confirm a full refund has been issued, but we would like to clarify the position.
The booking page is for "Luggage Storage for up to 24 hours. That refers to the storage period purchased, not a 24-hour staffed collection service. Our Waverley Market location operates within its published opening hours, as do individual storage points generally.
We do accept that the wording around “return anytime within 24 hours” could be clearer, and we will review that so customers understand that collection must take place during the relevant location’s opening hours. However, we do not advertise this as a 24-hour manned counter service.
Thank you for your kind comment about the member of staff at the counter. We will make sure that feedback is passed on.
We are sorry for the inconvenience caused, and we appreciate you bringing the wording point to our attention.
Absolutely shocking service - Do not use!!
Had a quote back from the team at Edinburgh airport to ship my item back, therefore confirming they had the item. I paid for express delivery on the 26th May. The item never arrived nor did I receive any shipping confirmation.
I had to chase this up which went on and on for weeks. Only to be told that the item had been 'lost' which I'm very skeptical about.
I have since been referred by Julie (who was very helpful at head office) to a contact at Edinburgh airport. I sent proof of purchase and received an automated email explaining it'll be up to 72 hours to receive a response. It's now been 13 days and after chasing 3 times since, I've heard nothing.
Absolute joke of a company, avoid at all costs.
26 maja 2026
Opinia niezależna
Odpowiedź od Luggage Point
Thank you for your review, Jake.
We are very sorry for the frustration and inconvenience this has caused. Once a customer has received a return quote and paid for delivery, they are entitled to expect clear communication and a straightforward resolution, and we fully understand why this experience has left you so disappointed.
As things stand, the Edinburgh team has not been able to locate the item despite further checks, and we appreciate how concerning and unacceptable that will feel from your side. This has now been escalated, and the compensation process is already in progress.
We are pleased Julie has been helpful at head office, but we also recognise that helpful contact at one stage does not make up for the wider delay and lack of clarity you have experienced.
We are sorry again that this has taken far longer than it should have. We will continue to follow this through and ensure the compensation process is dealt with properly
Poor Company policy and office support…
Company policy and office support shockingly poor. They sent me an email saying my luggage had been successfully returned when I was 8 miles away. No phone number available for out of hours. Office stops answering at 2pm. Online contact by email only with no response to multiple emails. I eventually had to get a taxi to the airport to check in person before closing time. On my way they eventually emailed a very brusk “we have your bag” apparently they blamed an “administrative error” no apology no compensation for my expense. Just shockingly poor.
Update; I was just asked though Trust Pilot for my details regarding this company, including a reference number without which my review might be deleted as not valid. Is this normal? Given I was never issued a reference number, is this a back door way to delete negative reviews?
7 lipca 2026
Opinia niezależna
Odpowiedź od Luggage Point
Thank you for your review.
Now that we have been able to identify the booking, we would like to clarify the position.
Your bag was stored with us from 11:23 on 6th July, with collection arranged for 19:00 the same day, and our records show that it was collected the following day without issue and without any additional storage charges being applied.
We accept that an automated system error incorrectly generated a “checked out” email, and we are sorry for the confusion and concern that caused. As soon as the error was identified, we contacted you to confirm that the bag was still safely held by us and available for collection.
We do understand why receiving the incorrect email would have been frustrating. However, the bag had not been lost, had not been released to anyone else, and remained in our care until you collected it.
We are sorry again for the administrative error, but we do not believe the wider description in the review fairly reflects what happened.
Nightmare to reach by phone
Nightmare to reach by phone.
Database of lost items good but nothing seems to happen when you press “claim”
8 calls in one morning - all engaged
Next day - robot voice chat , said “I. will. put. you. through. to. a. colleague. “ then cut off
Tried to approach at Bham airport - note on the door “back at 5.30pm” (2 hrs wait) had to leave it.
Returned to airport by train, claimed my item in person - staff nice.
Moral - don’t leave your stuff lying about the airport !!!
3 lipca 2026
Opinia niezależna
Odpowiedź od Luggage Point
Thank you for your review, Jane.
We are pleased you found the lost property database useful and that the team member who helped you in person was nice, but we are sorry for the difficulty you had getting through to us beforehand.
If you have found your item and pressed “claim”, the process should feel clear and straightforward from that point. Equally, repeated engaged calls and then being cut off by the phone system is understandably frustrating, particularly when you are trying to recover something important.
We are reviewing both the online claim journey and the phone handling experience, as this is not how we want customers to feel when using the service. We also appreciate your comments about attending Birmingham Airport in person and finding the location temporarily unattended, as that clearly added to the inconvenience.
Thank you again for taking the time to leave balanced feedback, and we are glad you were ultimately reunited with your item.
Edinburgh bag wrapping service
Edinburgh bag wrapping service is garbage. Unmanned station and when you phone to request assistance you get fobbed off with rubbish excuses…. Be as well taking the machine away. I only give it 1 star as I couldn’t give it less.
Update!! What has been done to improve the service? Hopefully it’s been taken away. Not had an update to my complaint that I submitted but never expected anything less… GARBAGE!!!
3 lipca 2026
Opinia niezależna
Odpowiedź od Luggage Point
Dear David,
Thank you for bringing this to our attention.
We are sorry to read about your experience with our bag wrapping service at Edinburgh Airport. What you have described is clearly not the standard we aim to provide, and we understand why that left you so frustrated.
We would like the opportunity to investigate this properly. Please email info@luggage-point.co.uk with the date and approximate time of your visit so we can look into what happened in full.
Thank you again for raising it with us.
2026 Luggage-Point's Festival Lost Property fdebacle
As of June 2026 Luggage-point's festival lost property service is beyond appalling. Just an invisible, un-contactable black-hole of incompetence & pointlessness. Webforms never responded to, emails unanswered, a main office phone number that is a series of recorded messages. A zombie-business!!
29 czerwca 2026
Opinia niezależna
Odpowiedź od Luggage Point
Thank you for your review.
We are sorry that you were left frustrated by the process, particularly while there was a technical fault affecting part of the festival lost property database and enquiry system.
However, we do need to clarify the position for anyone reading this review. Your daughter’s phone was located and delivered successfully to you the following day, on 3rd July 2026.
We understand that delays and communication issues are frustrating when a valuable item is missing, and we are sorry for the concern caused while the matter was being resolved. That said, we do not believe the description of Luggage-Point as an “invisible” or “zombie” business fairly reflects what happened, given that the item was recovered and returned successfully within 24 hours.
Our main office number is 0330 223 0813. This is a central office line with recorded menu options, so callers will hear an automated system before reaching the relevant option.
For information, the technical issue affecting the lost property enquiry process was identified and resolved within a couple of hours, and we are pleased that the phone was safely returned.
After losing my wallet in Luton airport…
After losing my wallet in Luton airport I was initially relieved Luggage Point had found it. However after a month, and having paid a courier fee to have it sent to Portugal l,I still do not have my wallet and its contents. I have emailed several times in the last week and received one reply about picking it up at their counter in Luton.
I am now looking at reporting this to the police as my wallet contains my cards and I am concerned about security.
Update- my courier fee has been refunded, no explanation as to why or where my wallet is. This makes me think my wallet has 'disappeared'. Time to involve the police I think.
Update 2- apparently Luggage Point no longer handles lost luggage in Luton, but did not communicate this to me. So my wallet has been handed over to another company. Thankfully they seem to be more efficient and helpful
27 maja 2026
Opinia niezależna
Odpowiedź od Luggage Point
Thank you for your review.
For clarity, Luggage-Point ceased operating the lost property service at London Luton Airport on 14th June 2026. All stored items held by us at that point were physically handed over to the new operator, Excess Baggage. You made payment for the item's return on 22nd June 2026, outside of the payment window provided and after that transfer had already taken place, which is why the courier fee was refunded immediately as Luggage-Point was no longer in a position to carry out that service.
We do appreciate how worrying and frustrating this situation must be, particularly given the contents of a wallet and the security concerns that naturally come with that. However, the later correspondence and operational handling referred to in your review would not have been with Luggage-Point, as we were no longer operating at Luton by that stage.
If you would like us to review anything further from our side, please email info@luggage-point.co.uk and we will do what we can to assist.
I've been ghosted (edited after tracking number received)
Edit : I'm upgrading my review because management has been in touch and this has been resolved to my satisfaction.
Edited to add: I have sent the details as requested by admin response here. This morning I received a tracking number for my parcel (so it's been sitting at the depot until now) but the delivery address is incorrect - hopefully they will be able to change this for me.
I'm happy that my parcel is being sent but a little sad that it's taken a bad trustpilot review to get it moving.
I've been ghosted!
I paid for tracked delivery on 05 June but have not received a tracking number and parcel has not been delivered. No one responds to my emails - I just keep getting auto responses but all I want is a tracking number so I can follow up with Royal Mail.
I feel like I've been scammed - not only have I now lost my e-reader but I've also lost 31 pounds. NOT HAPPY!!
5 czerwca 2026
Opinia niezależna
Odpowiedź od Luggage Point
Dear Linda,
Thank you for your review.
We are sorry to read how frustrating this has been. If you paid for tracked delivery, you should have received clear communication and an update on dispatch, and we fully understand why the lack of a tracking number and response has left you upset and concerned.
This is not the experience we want any customer to have. We would like the opportunity to look into this properly and establish exactly what has happened with both the shipment and the communications you have received.
Please email admin@luggage-point.co.uk with your full name, reference number and the date payment was made, and we will have this reviewed as a priority.
We are sorry again for the frustration caused.
I lost my trolley suitcase in the car…
I lost my trolley suitcase in the car park at Edinburgh airport but your competent staff found the suitcase and handled the situation effectively as well as offering excellent customer and made my day.
Special mention and compliment to Andy - you should be proud to have an employee like him in your organisation.
15 czerwca 2026
Opinia niezależna
Odpowiedź od Luggage Point
Thank you very much for your lovely review.
We are delighted to hear that your suitcase was found and that the team was able to help turn the situation around for you. Losing property at an airport is never a pleasant experience, so it is especially good to know our staff were able to handle things effectively and make your day a little easier.
Andy will be very pleased to see your kind words. We are proud to have him in the team, and we really appreciate you taking the time to recognise his help.
Thank you again for your feedback and for choosing Luggage-Point.
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