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excess-baggage.com Reviews 352

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TrustScore 4.5 out of 5

4.7

Money & Insurance
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Review summary

Created with AI, based on recent reviews

Looking at 174 reviews, reviewers overwhelmingly had a great experience with this company. Customers frequently highlight the exceptional service and customer support they received, often praising the staff for their helpfulness, kindness, and efficiency in resolving issues, especially concerning lost items. Many people found the overall experience to be smooth and positive, with quick service and clear explanations. However, some customers were dissatisfied with the service at specific locations, mentioning issues like delays in collecting bags or difficulties with the lost property service. A few other people also felt that the initial staff interactions were indifferent or that there was a lack of managerial support to resolve problems.

What people talk about most

Staff

Customers had positive experiences with staff, consistently praising their helpfulness, politeness, and... See more

Service

People report positive experiences with service. Customers consistently praise the helpfulness and... See more

Customer service

Reviewers highlight positive aspects of customer service, with many praising the helpfulness and... See more

Location

Clients share ambiguous opinions on location. Many found the service convenient for storing luggage at... See more

Product

Reviewers mention positive feedback about products. Customers were pleased to find replacement items, such as... See more

Reviews shaping this summary

Rated 5 out of 5 stars

We would like to say a big thank you to Lumi for her incredible kindness and generosity. We accidentally left our backpack—containing important documents—in the car park at Stansted Airport in the e... See more

Rated 5 out of 5 stars

I needed some help today with setting a suitcase lock prior to flying Heathrow T4. Staff member Aneeqa provided me with top quality service and advice for which I am very grateful. I will definitely u... See more

Rated 5 out of 5 stars

Left my luggage on the floor outside jet park .They were excellent in communication between our driver with office. They picked our bag and left it with excess baggage. Lady at desk was amazing... See more

Rated 5 out of 5 stars

Forgot my carry-on bag at the bag collection belts and only realised what happened after I had left the airport. When I got to the lost luggage booth, Rovilena could tell I was stressed about my missi... See more

Company details

  1. Money & Insurance

Contact info

4.7

Excellent

TrustScore 4.5 out of 5

352 reviews

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Hasn’t replied to negative reviews

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Rated 1 out of 5 stars

What an absolutely racket

What an absolutely racket! £15 to pick up a lost wallet! Never in my life have I thought that I would have to pay to retrieve a lost item. Avoid this rip off firm at all costs!!!!!

4 April 2026
Unprompted review
Rated 5 out of 5 stars

Rovilena was amazing!

Rovilena was amazing!! I had an inquiry about a missing item and she was super nice and helped me find it right away

29 March 2026
Unprompted review
Rated 5 out of 5 stars

Excellent help and professionalism from everyone at the Excess Baggage Co

Gabriel was fantastic, after emailing my Dad to let him know his bag had been found and hearing no response, he phoned to check that we were aware and helped me with some useful information to ensure I could pick it up easily. He also reassured me that the money inside was safe and all contents intact. When I got to the counter I was greeted by Rovi, who was friendly and professional, going through all the necessary checks when collecting an item of high value and refunding the cash they had banked for safety. She even got me a glass of water as I was a bit flustered. Another staff member checked through the contents with me at the counter so I was reassured further. I was pleased to meet Gabriel at the counter too so I could thank him for his help, and he was helpful and understanding again. Thank you so much, it was quite a stressful situation but everyone was friendly, courteous and professional, which I'm very grateful for.

26 March 2026
Unprompted review

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