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excess-baggage.com Reviews 353

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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

353 reviews

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Hasn’t replied to negative reviews

How this company uses Trustpilot

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Rated 2 out of 5 stars

Extremely high mark-up on products

A wheel on my suitcase broke en route to the airport and so I was pleased to be able to buy a replacement suitcase before check-in at LHR T5. BUT it came at a high price. I was charged £130 for a suitcase available from the brand's own website at £80. That is a mark-up of almost 40%, which is pretty outrageous and counts in my book as opportunistic price-gouging.

25 June 2025
Unprompted review
Rated 1 out of 5 stars

Poor experience at Manchester Airport…

Poor experience at Manchester Airport T2. Booked 2 cases for 24 hours and paid online. Admittedly we were (precisely) 10 minutes late collecting our bags due to a 20-mins delayed train from city centre. Was charged for a full additional 24 hours to cover the 10 minutes. I think either waiving the surcharge or charging a pro rata amount to cover the additional 10 minutes would have been reasonable; charging the full 24-h price was unreasonable and left a poor taste.

17 July 2025
Unprompted review
Rated 5 out of 5 stars

Excellent customer service

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 use your company services again. Thank you.

3 July 2025
Unprompted review
Rated 5 out of 5 stars

Claudia is Amazing

Claudia is amazing. Tracked down my lost MacBook. Such a relief I didn’t have to buy another! Thank you !

23 June 2025
Unprompted review
Rated 5 out of 5 stars

I had a nice easy experience at excess…

I had a nice easy experience at excess baggage in stansted. Everything was swift and the staff explained everything to me in such a great manner. I understood everything and I felt so much trust leaving my bag here and this all thanks Lumi she was amazing! Thank you for giving me such a good experience. I will tell others to use this service.

19 June 2025
Unprompted review

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