Luggage Point Reviews 

Antwoord van Luggage Point

14 jul 2026

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

Antwoord van Luggage Point

9 jul 2026

Thank you for your review.

We are concerned to read what you have written. However, based on the information contained in the review alone, this does not presently correspond with a case we have been able to identify within our records.

For that reason, we requested further details through Trustpilot so that we can investigate properly and respond fairly. That is not an attempt to avoid negative feedback or have a review removed. It is simply the proper process where a review cannot be matched to a verified case from the information provided.

We are now emailing you directly using the contact details supplied via Trustpilot to request the additional information needed to investigate this fully.

If this does relate to a Luggage-Point case, we will of course review it carefully and respond accordingly.

Antwoord van Luggage Point

14 jul 2026

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.

Antwoord van Luggage Point

3 jul 2026

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.

Antwoord van Luggage Point

Geüpdatet op 3 jul 2026

Thank you for your review.

For clarity, our main office number is 0330 223 0913. This is a central office line with recorded menu options, so callers will hear an automated system rather than an immediate direct answer. That said, we do understand your frustration and we are sorry that your experience has left you with this impression.

We are also aware of a current technical fault affecting part of the festival lost property database and associated enquiry process, and this is being investigated. We appreciate that where customers are already anxious about missing property, any delay or lack of response is especially frustrating.

We are pleased that your daughters phone was delivered successfully to you today (03/07/26)

Antwoord van Luggage Point

Geüpdatet op 3 jul 2026

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.

Antwoord van Luggage Point

3 jul 2026

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.

Antwoord van Luggage Point

3 jul 2026

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.

Antwoord van Luggage Point

12 jun 2026

Thank you for taking the time to set this out in full.

For clarity, when the service at Glasgow Airport transferred, items being held by Luggage-Point were physically handed over. Once that transfer had taken place, Luggage-Point was no longer responsible for the subsequent airport-side handling, communications or operational follow-up referred to in your review. Equally, the staff you later dealt with at the airport were not Luggage-Point staff.

We do, however, appreciate how frustrating and disappointing this must have been from your point of view. As a customer, you were entitled to expect a far smoother process than the one you experienced, and we understand why you have been left dissatisfied by the overall chain of events.

In relation to the cash transfer, the 10% fee mentioned is our standard charge where cash has already been banked and then has to be processed back by transfer. In light of the wider circumstances, that charge was waived as a gesture of goodwill, and payment was made in full on 5th June.

While Luggage-Point was not responsible for the later stages of the matter following transfer of the service, we are sorry that this became such a prolonged and frustrating experience overall. If you would like to raise anything further with us directly, please feel free to email admin@luggage-point.co.uk

Antwoord van Luggage Point

9 jun 2026

Thank you for your review, Vicky. I am very sorry for the inconvenience and frustration caused, particularly after you had made a journey to collect your item and found the unit unexpectedly closed.

On this occasion, the closure was due to an unforeseen family emergency which meant the team member had to leave site unexpectedly. While the reason was genuine and unavoidable, I fully accept that this does not change the inconvenience caused to you, and we should have communicated with you as soon as possible.

To put this right, we will waive any collection fee that would otherwise apply, and if it is easier for you, we can also arrange for the item to be shipped to you instead. Please contact us at info@luggage-point.co.uk and we will make sure this is dealt with for you as quickly as possible.

Again, I am sorry for the wasted journey and the frustration this has caused.

Antwoord van Luggage Point

20 mei 2026

Thank you for your review. I am sorry to read that you were left disappointed, particularly in relation to the collection fee and the condition of your bracelet when it was returned.

I do understand why the fee may have felt frustrating, especially if the item itself was of relatively low value. However, I do need to clarify that a collection charge does apply to this service and is not introduced only at the point of return. Where the process is followed from the paperwork provided to you when the item is surrendered, the available return options and applicable charges are set out in advance, and the fee is also made clear during the form process before collection is arranged.

The charge is not simply for handing an item back over the counter. It covers the wider handling process, including collection from the security department, administration, secure storage, identification, matching the item to the correct customer record, and making it available through the appropriate return route, together with the staffing and operational cost of providing the service. That said, we do appreciate that, for lower-value items, collection or return will not always feel economical.

I am also sorry to read your comment regarding the bracelet being broken. If you would like to contact us directly with your reference details, we will be happy to review the circumstances of the item and the collection process in more detail.

Antwoord van Luggage Point

18 mei 2026

Thank you for your review. I am sorry to read that you were unhappy with both the turnaround time and the communication in relation to your item.

I do understand why the delay frustrated you, particularly after payment had been made promptly. Once a customer has paid, it is entirely reasonable for them to expect the return process to move forward without unnecessary hold-up. On the information you have provided, I can appreciate why the experience fell below your expectations.

That said, I do need to clarify that the £23.50 paid is not normally just a postage fee. It covered the wider lost property return service, including the lost property handling charge, administration, storage, packaging, matching the item to the correct record, and arranging dispatch, as well as the courier cost itself. It would therefore not be accurate to compare the full fee directly to the price of a basic parcel shipment alone.

Even so, where there has been a delay in dispatch or communication, I fully accept that the overall service can feel poorer value from the customer’s perspective, and I understand why that has caused frustration in your case.

Thank you for including your reference number. We will review this matter under Ref 690773 also investigating with DHL the failed collection and, if you would like to contact us directly, we will be happy to look into the timeline in more detail.

Antwoord van Luggage Point

18 mei 2026

Thank you very much for your review.

I’m delighted to hear that Evie was able to help and that your keys were located and returned to you quickly. Losing something as important as keys is never ideal, so I’m very pleased that the team was able to make the process straightforward, efficient and reassuring for you.

I’ll make sure your kind comments are passed on to Evie. Thank you again for taking the time to share your experience.

Antwoord van Luggage Point

18 mei 2026

Thank you for your review. I am sorry to read how frustrating this has been for you, particularly after making payment promptly and then finding the process had become more complicated and drawn out than you had been led to expect.

I can completely understand why, from your point of view, this felt far from straightforward. Where additional paperwork is required, that should be made clear as early as possible, and the instructions and forms themselves should be easy to complete. If that did not happen here, I can appreciate why you have been left disappointed.

I should also clarify that the charge was not simply for postage alone. It covered the wider Mail It On process, including handling of the surrendered items, administration, storage, packaging, processing and arranging return, in addition to the courier element. That said, I do recognise that where the process is delayed or made more difficult than it should be, the overall charge can understandably feel poor value.

In some cases, depending on the nature of the items being returned, additional paperwork may be required before dispatch can take place. However, that does not remove the need for the process to be explained properly and for the documentation to be accessible and workable for customers.

We do take your point on board regarding simplification of the forms and making the process easier to complete online. If you contact us directly with your reference details, we will be happy to look into the position of your case and try to help move matters forward.

Antwoord van Luggage Point

Geüpdatet op 21 apr 2026

Thank you for your review, Rory. I completely understand why the fee felt frustrating, particularly for a small item such as a multitool.

The postage itself is only one part of the total charge. The service also covers the collection and secure handling of restricted items, administration, packaging, storage, matching the item to the correct passenger reference, and arranging the return through an approved process. That said, we do appreciate that for lower-value or lower-sentiment items, the cost of recovering them will not always feel worthwhile.

Mail It On exists as an optional service for passengers who would otherwise have to leave prohibited items behind at security, but we do understand that it will not be the right option in every case.

If you would like us to look into your specific case or explain the breakdown in more detail, please feel free to contact us directly with your reference number and we will be happy to help.

Thanks for coming back to us, Rory. We’ve picked this up with you directly so we can look at the specific details of your case offline.

Antwoord van Luggage Point

6 apr 2026

Thank you for your feedback, and we’re sorry to hear about your experience.

We’d really like to understand where the 9am opening time was displayed, as our current opening hours for this location are 10am–7pm. If you could let us know which website or platform you used to make the booking, it would help us investigate and correct any outdated or third-party information.

Our own systems should reflect the correct opening times, so it’s important for us to identify where this discrepancy has come from or if there is a glitch to prevent it happening again.

Thank you again for bringing this to our attention, and we hope to welcome you again under smoother circumstances.