Overall it wasn’t too bad, I was surprised that bags aren’t delivered until after 3pm, I have lived in Canada and Switzerland and they deliver from 9am to 9pm I was also disappointed that only one o... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Having lost my luggage i couldnt fault British Airways on their response. However i felt this was undermined by Ecourier. To be notified that my luggage had been delivered, when there was no delivery... See more
The airline left my bag behind in Glasgow so ecourier air had the task of reuniting me with my suitcase which contained important medicines. The communication from Vanessa was caring and speed... See more
Obviously having your bags delayed by non arrival from a long haul flight is a stressful and upsetting experience and sadly when three of four bags did not arrive it was horrible. After two days we re... See more
Company details
Written by the company
eCourier Air provides baggage repatriation services across the UK. Our aim is to reunite you with your baggage as quickly as possible.
Contact info
Unit 2 Riverside Cargo Centre, SL3 0HF, Buckinghamshire, United Kingdom
- 03456464464
- contact@ecourierair.co.uk
- ecourierair.co.uk
3.1
Average
254 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 69% of negative reviews
Typically replies within 48 hours
How this company uses Trustpilot
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Luke was very quick in dealing with my…
Like was very quick in dealing with my concerns and ensuring the correct information had been passed on to the courier.
31 July 2025
Unprompted review
Reply from ecourier air
Thank you for taking the time to leave us a review.
We greatly appreciate your feedback and are delighted to hear your positive comments.
We look forward to the opportunity to serve you again in the future.
Best regards,
Team eCourier Air
Helpful online adviser
With the prompt assistance of customer adviser Dan, I was able to arrange for me to pick up my luggage from the depot same day. Flexibility much appreciated :)
31 July 2025
Unprompted review
Reply from ecourier air
Thank you for taking the time to leave us a review.
We greatly appreciate your feedback and are delighted to hear your positive comments.
We look forward to the opportunity to serve you again in the future.
Best regards,
Team eCourier Air
BA plane issues no luggage on flight home
I was answered very quickly lets just see what happens now and if I get my luggage tomorrow as I have been told I will.
29 July 2025
Unprompted review
Reply from ecourier air
Thank you for taking the time to leave us a review.
We greatly appreciate your feedback and are delighted to hear your positive comments.
We look forward to the opportunity to serve you again in the future.
Best regards,
Team eCourier Air
Kanika was extremely helpful in…
Kanika was extremely helpful in locating our luggage as it had been missing for over a week.
She went to a separate warehouse and located it and identified that it had been tagged with a wrong name which is why no action was being taken.
If she had not made the effort then it could have been missing forever. Very Pleased and Grateful!
23 July 2025
Unprompted review
Reply from ecourier air
Thank you for taking the time to leave us a review.
We greatly appreciate your feedback and are delighted to hear your positive comments.
We look forward to the opportunity to serve you again in the future.
Best regards,
Team eCourier Air
Finally reunited …
After three days of a lost bag we were beyond frustrated. On the phone with customer service Dan was very pleasant and emailed me the photo of proof of delivery so that we could confirm it had arrived at our hotel.
22 July 2025
Reply from ecourier air
Thank you for taking the time to leave us a review.
We greatly appreciate your feedback and are delighted to hear your positive comments.
We look forward to the opportunity to serve you again in the future.
Best regards,
Team eCourier Air
The delivery driver
The delivery driver, Gordon was great on communication and real ETA of my suit case. Very polite and helpful man.
21 July 2025
Unprompted review
Reply from ecourier air
Thank you for taking the time to leave us a review. We greatly appreciate your feedback and are delighted to hear your positive comments.
We look forward to the opportunity to serve you again in the future.
Best regards,
Team eCourier Air
Kanika was friendly
Kanika was friendly, efficient and professional. I would highly recommend this company based on my experience.
22 July 2025
Unprompted review
Reply from ecourier air
Thank you for taking the time to leave us a review. We greatly appreciate your feedback and are delighted to hear your positive comments.
We look forward to the opportunity to serve you again in the future.
Best regards,
Team eCourier Air
Efficient service
The efficient return of my luggage this morning has been the most competent and least stressful part of a 9 day struggle to get my suitcase back from BA. Thank you.
20 July 2025
Unprompted review
Reply from ecourier air
Thank you for taking the time to leave us a review. We greatly appreciate your feedback and are delighted to hear your positive comments.
We look forward to the opportunity to serve you again in the future.
Best regards,
Team eCourier Air
Reply from ecourier air
Thank you for taking the time to leave us a review. We greatly appreciate your feedback and are delighted to hear your positive comments.
We look forward to the opportunity to serve you again in the future.
Best regards,
Team eCourier Air
The staff has been very supportive and…
The staff has been very supportive and keeping up with the various address locations. Thank you guys!
16 July 2025
Unprompted review
Reply from ecourier air
Thank you for taking the time to leave us a review. We greatly appreciate your feedback and are delighted to hear your positive comments.
We look forward to the opportunity to serve you again in the future.
Best regards,
Team eCourier Air
Worst customer service I have ever experienced
Worst customer service I have ever experienced. I found it impossible to reach anyone in a timely manner. I first attempted to call and waited 15 minutes on hold after which I hung up and used the live chat option as recommended. When I used the live chat option I received 2 automated responses and was then asked to wait for the next agent. After 30 minutes with no response from an agent the chat was terminated by the bot. Repeated attempts to use the live chat option resulted in the same outcome. When I attempted to keep the chat open I was directed to send an email. When I sent an email I received a message in response with a disclaimer to allow up to 24 hours for a reply. After receiving a reply 6 hours later I was asked to provide more information. I sent another email with the requested information but its receipt was never confirmed. Later that day I decided to try calling again and was able to reach an agent after a 20 minute wait on hold. At that time the agent informed me that it was too late to respond to my request (which was redirecting the delivery of a delayed bag). Apparently the agent could contact the driver to cancel the delivery to the current address (and redirect it to a new address the following day ), but could not contact him to redirect delivery to a new address on the same day even though their location service showed that the driver was close to the new address. In addition the agent could not provide me with delivery window for the delivery the following day, she could only tell that that I could expect the delivery sometime before 10 PM. Apparently a more precise window could only be provided once the van has left the warehouse.
I am not surprised that this company has partnered with British Airlines, the company that is responsible for my delayed bag
(a delay that was caused by a one hour wait in line for the sole purpose of printing a luggage tag and dropping the bag on a belt). Upon my arrival at Heathrow I went immediately to customer service to complain about the dysfunctional check in process and was handed a brochure instructing me to send an email with my “feedback”. One hour later I returned to inform them that my bag didn’t arrive and was directed to a touch pad to file a delayed bag report. I received a reply to my complaint basically saying “sorry you had a bad experience, we’ll try to do better next time”, and the response to my delayed bag report is outlined above
13 July 2025
Unprompted review
Reply from ecourier air
Dear Ken,
We understand how frustrating it is when your baggage doesn't arrive as expected, and we sincerely apologise for the inconvenience and disruption this has caused you.
We want to give you some clarity about the situation. A belt issue at Heathrow Terminal 5 on Friday morning led to significant delays for customers expecting their bags, particularly those travelling north. This operational disruption, coupled with a high volume of inquiries, has regrettably impacted our contact centre, and our agents are working tirelessly to address all queries.
Our teams are processing a very high volume of delayed bags, and we are committed to reuniting you with your belongings as quickly as possible.
Sincerely,
Team eCourier Air
Double check the delivery address map
Check delivery address error twice.
The first delivery address on the delivery map was 36 miles away.
The 1st correction changed delivery to 2.2 miles away.
Have now tried a 2nd correction.
12 July 2025
Unprompted review
Reply from ecourier air
I sincerely apologise for the difficulties you have encountered.
To assist you further, could you please send us an email at baggage@ecourierair.co.uk and provide any job references related to your issue?
Thank you for your cooperation.
Best regards,
Mo
The effort they went to make the package arrive at the right address…
The effort they went to make the delivery
10 July 2025
Reply from ecourier air
Thank you for taking the time to leave us a review. We greatly appreciate your feedback and are delighted to hear your positive comments.
We look forward to the opportunity to serve you again in the future.
Best regards,
Team eCourier Air
Incompetent.
I cannot explain how incompetent this business is. Lost by bag for 6 days. Kept claiming the courier. Only one who was ahh use was Ancido. I presume BA use them as they are cheap. Sadly I had no choice, but I won’t use BA again either.
19 June 2025
Unprompted review
Reply from ecourier air
Dear Craig,
Thank you for taking the time to share your feedback. We are truly sorry to hear about the significant frustration and inconvenience you experienced with the delay in receiving your bag.
We understand how stressful it is when your belongings are not where they should be, and a 6-day delay is certainly not the standard of service we aim to provide.
We have thoroughly reviewed your case. While we work with trusted third-party partners for deliveries further afield, we acknowledge that there was an unforeseen issue where your bag was temporarily delayed within their system. Our team, particularly Ancido, worked diligently, with daily follow-ups and persistent communication.
We were relieved when it was processed and subsequently delivered on June 25th.
We are continuously reviewing our processes and working closely with all our partners to prevent such incidents from happening again and to ensure smoother, more efficient deliveries.
Your experience is invaluable in helping us identify areas for improvement.
We sincerely regret that your experience fell short of expectations on this occasion.
We are committed to providing reliable and efficient baggage repatriation services, and we truly value your trust.
If you would like to discuss this further, please do not hesitate to contact us directly.
Sincerely,
The eCourier Air Team
The luggage has been delivered . Thank you for the assistance .
My luggage was left at LHR this morning . I arrived on a flight from Nigeria on transit to Manchester .
From the tracking I noticed no further movement by the courier company after picking my box from the airport .
My personal effects are in the box, I left my country yesterday eveining . Thank you
9 July 2025
Unprompted review
Reply from ecourier air
Hi Nneka,
I sincerely apologise for the difficulties you have encountered.
To assist you further, could you please send us an email at baggage@ecourierair.co.uk and provide any job references related to your issue?
Thank you for your cooperation.
Best regards,
Mo
Great service
It was a stressful week after BA lost our case. But once located and passed to Ecourier Air we received outstanding service, being kept fully informed of progress. Felt totally confident in their services and they moved quickly! Special mention goes to Luke!
5 July 2025
Unprompted review
Reply from ecourier air
Thank you for taking the time to leave us a review. We greatly appreciate your feedback and are delighted to hear your positive comments.
We look forward to the opportunity to serve you again in the future.
Best regards,
Team eCourier Air
A Company Keeping their Pitch As Promised!
For Once service as described. Perfect and almost a shock these days - well done to ecourier air. And thank you to Trustpilot.-
26 June 2025
Reply from ecourier air
Thank you for taking the time to leave us a review. We greatly appreciate your feedback and are delighted to hear your positive comments.
We look forward to the opportunity to serve you again in the future.
Best regards,
Team eCourier Air
Horrible experience
Horrible experience. Horrible service. Simple instructions to deliver to ship port before 3pm so that we would have them before departure at 5pm. They call at 6pm attempting to deliver. Now delayed 2 more days without luggage.
No toll free number to call. Just a local number with no instructions for international callers.
This train wreck continued to get worse. Missed delivery at the first port. Called 1 hour before departure from the next port. Said that they couldn't deliver because Trump was in town. They refused to even attempt delivery.
Fortunately we were delayed 5 hours and I got them to attempt again. They delivered 3 of 4 bags. Later I discovered that the 4th bag made it to that stop, they just didn't deliver. We had it sent home instead of trying more. It did make it home a day before we did.
22 June 2025
Unprompted review
Reply from ecourier air
Hi Keitth,
I sincerely apologise for the difficulties you have encountered.
To assist you further, could you please send us an email at baggage@ecourierair.co.uk and provide any job references related to your issue?
Thank you for your cooperation.
Best regards,
Dan
Communication was prompt and efficient…
Communication was prompt and efficient and our luggage was delivered to us in the time frame stated. We are very grateful for the service!
21 June 2025
Reply from ecourier air
Thank you for taking the time to leave us a review. We greatly appreciate your feedback and are delighted to hear your positive comments.
We look forward to the opportunity to serve you again in the future.
Best regards,
Team eCourier Air
Luke is the best
Luke was an absolute hero after British Airways lost my luggage and then sent it to Heathrow instead of Gatwick. His hands were tied in terms of going through British Airways but we still managed to work it out with his help. Thanks for the assistance, kindness and sense of humour during a tense time!
13 June 2025
Unprompted review
Reply from ecourier air
Thank you for taking the time to leave us a review. We greatly appreciate your feedback and are delighted to hear your positive comments.
We look forward to the opportunity to serve you again in the future.
Best regards,
Team eCourier Air
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