Discovered my husband hand lost his phone after late night return to Edinburgh airport. Called this morning and spoke to a lovely lady named Julie and who told me it unfortunately hadn’t been handed i... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I’m sorry we needed to engage with Luggage Point at all but my daughter left her tablet on our transatlantic flight. The man at the Luggage Point counter at the airport was super helpful and communica... See more
11 August 2025 Luton airport ..... just needed to say thank you for the efficient and conscientiousness of Luton airport staff - special mentioned to the lady at the reception who assisted us thorough... See more
Company replied
This week I travelled through security but unfortunately left my watch in the tray. Held little hope of recovering it but filled the online form in to explain what had happened. To my surprise I rece... See more
Company details
About Luggage Point
Written by the company
The Luggage-Point mission is to improve the experience for airport passengers and operators by providing a raft of essential airport services from one centralised location.
Luggage-Point aims to help remove the worry and stress related with modern day air travel. Our dedicated and experienced team is committed to providing the ultimate in airport passenger service. If you need to deliver that important shipment on time, need a safe and secure place to store your luggage, have lost property or need your bag wrapped, Luggage-Point has it covered.
We provide a professional, efficient and dedicated service to give passengers peace of mind and a ‘hassle’ free airport experience.
Business Update - Covid-19
The Coronavirus Pandemic has severely affected the air travel industry and airports are only just beginning to see a return of passengers. Our stores are open and staffed to cover the key operational hours only and are not yet back to pre-pandemic staffing levels. It may take us slightly longer to deal with enquiries but rest assured, we will always handle your enquiry to the best of our abilities and in the most timely manner possible.
Thank you ❤
Thank you ❤
Contact info
3.9
Great
1k reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 71% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
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Quick and efficient communication and collection.
Quick response, easy collection less than 5 minutes and managed to get a very sentimental item back.
23 March 2025
Unprompted review
Reply from Luggage Point
Dear Lauren,
Thank you so much for the 5-star review! We're really glad to hear you had a quick and easy experience and that we were able to reunite you with such a sentimental item. It means a lot to us to know we made a difference. 💙
Kind Regards
Luggage Point
Brilliant service.
Brilliant service. I left my Kindle Fire on a plane that landed in Birmingham late on a Saturday night. After a single email to Luggage-Point I was advised that they had my Kindle. No fuss and no hassle. The staff were very polite and helpful. Highly recommended.
22 March 2025
Unprompted review
Reply from Luggage Point
Dear John,
Thank you for the fantastic 5-star review! We're so pleased to hear we were able to reunite you with your Kindle quickly and without any hassle. It's great to know our team's polite and helpful service made a positive impression. We really appreciate your recommendation!
Kind Regards
Luggage Point
We had a great experience with luggage…
We had a great experience with luggage point after losing our son’s switch on the plane. Staff were really helpful and the switch was returned easily! Thank you
26 March 2025
Unprompted review
Reply from Luggage Point
Dear Kate,
Thank you so much for the lovely 5-star review! We're so glad we could help reunite your son with his Switch — we know how important those things are! Our team will be thrilled to hear your kind words. Thanks again for taking the time to share your experience!
Kind Regards
Luggage Point
So helpful
Amazing service from first contact, very helpful, asked all the right questions & returned our list item.
17 March 2025
Unprompted review
Reply from Luggage Point
Dear Gemma,
Thank you for the amazing review! We're so glad to hear you had a smooth experience from start to finish. Our team always aims to be thorough and helpful, so it's great to know we hit the mark. Delighted we could return your lost item!
Kind Regards
Luggage Point
Reunited with AirPods
After having combed the lost property database, my item was finally found. Simple, straightforward process and service with a smile. Thanks!
24 March 2025
Unprompted review
Reply from Luggage Point
Dear Robert,
Thank you for the kind review! We're so pleased we could help reunite you with your AirPods. It’s always a great feeling to get those important items back, and we’re glad the process was smooth and friendly from start to finish. 😊
Kind Regards
Luggage Point
The most unhelpful staff
The most unhelpful staff. They damaged my personal items for the mail it on service, it was clearly done before packaging but they blame it on the shipping company. In order to make my item fit into a parcel, they broke it, then refuse to accept that it is their fault - despite proof. After 4 months of them having told me a 'goodwill' refund, they still haven't transferred my compensation payment.
Update: I can confirm they have refunded the 'goodwill' amount - I am still left with the remainder of the cost. They were not willing to pay the full amount I had insured with them but only paid half, which they claim as goodwill. It is ironic that I had to wait for several months, with weekly if not more mails, solely to get a response within the same day by writing a bad review. My experience still stands, but I guess the only advice is, if you want an answer - leave a bad review.
16 December 2024
Unprompted review
Reply from Luggage Point
Hi Sarah,
Thank you for taking the time to share your experience, and we're truly sorry again for the inconvenience and frustration caused.
We’re pleased to confirm that the goodwill gesture has now been processed and should reflect in your account. We appreciate your patience throughout this process and are glad we’ve been able to resolve the matter.
If you feel your experience has improved, we’d really appreciate it if you would consider updating your review here on Trustpilot to reflect that. Your feedback helps us grow and provide better service to all our customers.
Kind regards,
Luggage Point
Lost spending money In Glasgow Airport …
My parents lost their euros for holiday spending money for n Glasgow airport. Amazing they were handed in at luggage point and I spoke to the very helpful Fraser who helped me organise collection very quickly I can’t thank him enough
22 March 2025
Unprompted review
Reply from Luggage Point
Hi Lynne,
Thank you so much for your kind words and 5-star review! We’re so glad to hear your parents' spending money was safely handed in and reunited with you. Fraser will be thrilled to know his assistance made such a difference – we’ll be sure to pass on your thanks to him.
Wishing your parents a fantastic holiday, and thank you again for taking the time to share your experience!
Best regards,
The Luggage-Point Team ✈️
Lost bag and passport
I cannot praise Andy and the border force lady enough after I stupidly left a small bag at the luggage carousel
My only issue is nothing to do with the service I received it is there is a lack of parking for a short visit
20 March 2025
Unprompted review
Reply from Luggage Point
Dear Ian,
Thank you so much for your 5-star review! We're so pleased to hear that Andy and the Border Force officer were able to help you recover your bag and passport—what a relief that must have been. We'll make sure your kind words are passed on to Andy.
We also appreciate your feedback regarding short-stay parking and will share it with the relevant airport teams.
Thanks again for taking the time to share your experience!
Best wishes,
The Luggage-Point Team ✈️
Lynn at Glasgow Airport Deserves An A-Star!
I had the very good fortune to have Lynn at the Glasgow Airport Luggage Point help me. She was absolutely terrific. She went above and beyond what was required and spent an extended time tracking down my lost items. I was delighted when she found them after I’d been told multiple times they hadn’t been located.
19 March 2025
Unprompted review
Reply from Luggage Point
Thank you so much for your kind words! We're thrilled to hear that Lynn was able to help you at Glasgow Airport Luggage Point. She truly is a star, and we’re lucky to have her on the team. We'll be sure to pass on your lovely feedback—she’ll be delighted to hear it! We're so glad your items were found, and we appreciate you taking the time to share your experience. Safe travels!
Glasgow Airport Lost Luggage Excellent
The fellow at Glasgow Airport who dealt with my lost property was kind, considerate and knowledgeable. My item was found and returned to me with minimum fuss and bother, despite EasyJet being incredibly unhelpful. Excellent service.
9 March 2025
Unprompted review
Reply from Luggage Point
Dear Beatie,
Thank you for your kind words and for taking the time to share your experience! We’re delighted to hear that our team member at Glasgow Airport was able to assist you in recovering your lost property efficiently and with care. Providing excellent service is our priority, and it’s great to know we made the process smooth for you.
If you ever need assistance in the future, don’t hesitate to reach out. Safe travels!
Outstanding service from Andy
Outstanding service from Andy. Bought two luggage belts and he fitted them and set the codes. Brilliant!
19 March 2025
Unprompted review
Reply from Luggage Point
Dear Robert
Thank you for your fantastic feedback! We’re thrilled to hear that Andy provided outstanding service and went the extra mile to assist you with your luggage belts. We’ll be sure to pass on your kind words to him!
If you ever need anything else, we’re always happy to help. Safe travels!
Nice sweet girl help alot just wrap the…
Nice sweet girl help alot just wrap the bag
17 March 2025
Unprompted review
Reply from Luggage Point
Dear Muhammad,
Thank you for your review! We're glad to hear that our team member was able to assist you with your bag wrapping. Providing friendly and helpful service is what we strive for!
Safe travels, and we hope to see you again in the future.
Excellent service
Excellent service! I left my book (which was a gift) in security and when I called lost property a match was found. I was not returning to the UK for 3 months. Lost property held the item for me until I returned. They were very informative about their service and responded to my messages very quickly. Nice friendly staff and excellent customer service. Well done, keep it up!
16 March 2025
Unprompted review
Reply from Luggage Point
Dear Andrea,
Thank you for your wonderful review! We're so pleased we could reunite you with your book and that you found our lost property service helpful and efficient. Our team understands how important sentimental items can be, and we’re always happy to assist however we can.
We truly appreciate your kind words and will pass your feedback on to the team. Safe travels, and don’t hesitate to reach out if you ever need us again!
Well where do I start
Well where do I start!
Quite one of the best customer experiences I’ve had. Such extremely helpful staff, knowledgeable and patient!
Courteous and so obliging.
14 March 2025
Unprompted review
Reply from Luggage Point
Dear Elizabeth
Wow—what a fantastic review! We’re absolutely delighted to hear that you had such a positive experience with our team. Providing helpful, knowledgeable, and friendly service is what we strive for, so your kind words mean a lot to us.
Thank you for taking the time to share your experience. We hope to see you again in the future—safe travels!
Absolutely amazing service from Andy in…
Absolutely amazing service from Andy in Birmingham !!!! I lost something in security and it was very sentimental for me. I called up Andy and he the legend helped me keep an eye on it. When it arrived to the luggage point he called me immediately. It meant a lot to me!
Professional services !!
14 March 2025
Unprompted review
Reply from Luggage Point
Dear Kenath
Thank you so much for your kind words! We’re thrilled to hear that Andy was able to assist you in recovering your sentimental item. He truly is a star, and we’ll be sure to pass on your lovely feedback to him.
Providing professional and compassionate service is what we strive for, and we’re so glad we could make a difference for you. If you ever need assistance in the future, don’t hesitate to reach out.
Safe travels!
Quick responses and efficient service
Quick responses and efficient service
10 March 2025
Unprompted review
Reply from Luggage Point
Dear James
Thank you for your 5-star review! We’re delighted to hear that you found our service quick and efficient. Providing a seamless experience for our customers is always our goal.
If you ever need assistance again, we’re here to help! Safe travels!
The lost and found website is excellent! A very helpful tool.
The lost and found website was a great tool to use to search on behalf of a relatives lost mobile phone. I contacted Luggage Point by phone and spoke to Brandon who was very helpful indeed.
Eventually the lost mobile phone was located and kept secure within Luggage Point ready for collection. A reference number was supplied to me by e-mail along with all of the necessary details to claim the phone. The staff even made attempts to contact a relatives number stored within the lost phone in order to say it had been found. Excellent service! It was such a relief to know the property had been handed in.
My only gripe would be the retrieval fee of £27.50... a little high for such a small item.
On the whole though - Many thanks again to Brandon - one very happy relative was relieved to know her phone was in safe hands! Thank you.
3 March 2025
Unprompted review
Reply from Luggage Point
Dear Mark,
Thank you for your fantastic review! We’re so pleased to hear that our Lost & Found website was a helpful tool in locating your relative’s mobile phone and that Brandon was able to assist you throughout the process. We know how stressful losing something valuable can be, so we’re glad we could provide peace of mind and a smooth retrieval experience.
We also appreciate your feedback regarding the retrieval fee. We strive to keep our service as efficient and accessible as possible while covering the costs associated with secure storage, tracking, and handling lost items. Your comments are valuable, and we’ll take them into consideration.
Most importantly, we’re delighted that your relative was reunited with their phone! If you ever need our assistance again, don’t hesitate to reach out.
Reply from Luggage Point
Dear Istvan
Thank you for your kind words! We’re delighted to hear that you had a great experience with our team. Providing excellent customer service is our priority, and your feedback means a lot to us.
Safe travels, and we hope to assist you again in the future!
Andy
Andy
Andy provided exceptional service when I reached out about my lost property. From the moment he answered my call, he handled everything with professionalism and care—locating my item, keeping me updated, and ensuring it was handed over to the person collecting it. His reassuring and helpful approach truly set him apart. Andy delivered on all his promises, which eased my worries and alleviated my concerns.
In contrast, my previous calls had been frustrating. One individual I spoke to on 2/12/24 was rude, dismissive, and seemed uninterested in assisting me. After that, I had little hope, but Andy went above and beyond, providing a level of service that felt like gold.
I believe Andy would be an excellent lead trainer for customer service, as he embodies what outstanding service should look like.
I'm incredibly grateful to have been reunited with my luggage, which contained sentimental items.
3 December 2024
Unprompted review
Reply from Luggage Point
Dear Atee,
Thank you for taking the time to share your experience and for your kind words about Andy! We’re absolutely thrilled to hear that he provided such exceptional service and went above and beyond to assist you. Ensuring our customers feel valued and supported is our top priority, and Andy truly exemplifies that commitment. We’ll be sure to pass on your fantastic feedback to him!
We’re sorry to hear that your initial experience wasn’t up to the standard we strive for, and we appreciate you bringing it to our attention. Your comments are invaluable in helping us continuously improve.
Most importantly, we’re so glad you were reunited with your luggage and its sentimental items. If you ever need assistance again, we’re always here to help!
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