First Luggage Reviews 672

I’m appalled with this company FIRST LUGGAGE we booked a holiday with great rail journeys and you’re company we’re appointed to take care of our luggage,
It would of been a help if you answered the phone, so we could of got labels etc, other companies take your luggage with you on pick up, but your company wanted to pick the luggage up a week before holiday then we wouldn’t of received it until we were a few days on our holiday, then we wouldn’t of had it returned for another week after holiday was over, big question WHY,
some of our group never received their luggage, because we opted out of your service we’re pensioner’s and had to struggle with rail station platforms stairs and escalators, not what I call a holiday

Excellent from beginning to end. Everything worked as advertised and I was able to track my luggage every step of the way from UK to USA

I have used First Luggage before always successfully.
This time the service was excellent. First Luggage emails with instructions were clear and courteous. The suitcase was collected on time and delivered to its destination earlier that quoted. I’m delighted. Thanks First Luggage!

An update of my critical review on 10/9/22. After numerous emails (circa 65) to the Company, with the aid of pressure from Great Rail Journeys, my case was eventually found & returned to me intact on 7/10/22. Messrs Bridges & Patel of First Luggage located the case, pulling out the stops ! I am now happy that this saga has been resolved to my satisfaction. DAJE

I had a good experience with First Luggage. However, it was impossible to speak with anyone by phone and the pickup window they give you is essentially ALL DAY on a certain day. The important thing is that the luggage arrives, but the customer service could use some improvement.

The use of this service was promoted by and included in the overall cost of our Great Rail Journeys holiday, Whilst accepting the principal of this service is a great idea and avoids the personal handling of one’s main luggage on and off trains it does appear that the actual transportation is handled totally by DHL. It is also their tracking system that one is dependent on. On our outward journey the case spent four days in the East Midlands centre and it was not possible to find out why. Fortunately it did arrive at our hotel in time for the holiday although the case for another of our party never arrived. We understand that this is a fairly frequent occurrence. Our case was damaged with part of the cover torn. On the return journey the case arrived one day later than scheduled by DHL and clearly had been at the bottom of a pile of baggage and parcels as the sides were totally distorted. Fortunately the case was not new but it is unuseable for the future and will have to be replaced. Clearly this service is not suitable for soft cover cases but there is no warning on the First Luggage web site or initial information emails. Be warned only use hard cover cases. Sorry First Luggage, and Great Train Journeys, the idea is good, but you claim on your website and the emails that you have a, and I Quote - our state of the art tracking system. Clearly this is not correct as at all times when we contacted you all we got was a repeat of the DHL system with no additional information. Your website and information also gives the impression that all this baggage is handled by you with care, but in fact it is being carried by a large package handler in a bulk mode and therefore at high risk of rough handling.

When we returned from Italy there was a problem with our case caused by the carrier.
This was reported to First Luggage and David B took up the problem. We can report that the matter has been dealt with to our complete satisfaction. David B always reported back as promised and the whole matter was concluded in the time frame agreed at the outset.
Keith Covey

Amazingly good and prompt service.

Terrible company would not recommend to anyone. Booked as they were promoted by Great Rail who we had a holiday with. You need a printer to print off labels which we don’t have so had to call and ask for hard copies to be posted. These arrived with little pink post it notes telling us how to use and some random cable ties? that we had no idea what to do with. Luggage was collected then we received a call saying we had inadvertently packed prohibited items - aftershave, vicks vapour run amongst them. We advised the caller they had our permission to open the cases and remove the offending items and then forward the cases with our clothes as contracted/paid for. The lady from First Luggage agreed and we thought all was ok. To cut a long and distressing story short our bags NEVER arrived at any stage in our holiday which meant we were on an 8 day tour of Scotland with only the clothes we stood up in. This despite multiple contacts with the company First Luggage and Great Rail who seemed unable to influence them despite advertising their service. We were finally reunited with our filthy cases - which had been new when handed over to First Luggage- one hour after we returned home so they never made anything attempt to get them to us. No apology whatsoever no compensation for a totally ruined trip that will live in our memories for all the wrong reasons. If i could give zero stars i would.

As usual you were efficient and helpful, and having seen how people on out train home struggled with their cases I have given several of them your
details - it was rediculous to see people struggling with enormous cases and no where to store them - so they were very grateful when I told them of your service. Thanks again
Janet

The idea is excellent, but the timing needs improvement. Planning & packing 7 days before travel takes some doing. Our suitcase was picked up before travel as scheduled & arrived at the destination hotel the next day, almost a full week before we got there. Having returned, I am now told we cannot expect our suitcase to reappear until a full 11 days later.

Khrystyna provided amazing service! Thank you so much!

Everything went very smooth, on time and professionally handled. Highly recommended First Luggage service.

I paid for a premium delivery 1-2 days but as they somehow missed the delivery slot on Friday, the luggage wasn’t delivered till Monday, which was a bit annoying

Absolute rubbish service. 2 Bags were collected by DHL on 5 May 2022 and have not been seen since, it is now 27 May 2022 we have been home 3 days! At least 5 other bags were missing by other members of the party at the start of the tour, I think all gradually arrived, most did not risk the return service.

Second time I used their services. Very professional.