Luggage Point Reviews 

The woman at the desk when we arrived was great, she was super nice and humorous and very accommodating. We thought that the price was fare - and the location was perfect for our travels.

Fair prices, lovely staff… highly recommend this place

Myself and my little girl where at the lost luggage at Edinburgh airport today in a bit of an emergency and the staff went above and beyond for us. I can't remember the girls name behind the desk, but herself and colleagues really helped us out. Absolutely wonderful human beings, I hope their management team treat them well.

Luggage point are your first port of call if you loose something at an airport. I stupidly mislaid an item during travel in october. I phoned luggage point and was signposted through a link to a system that allows you claim your item if on their list(after extensive checks). All this completed and you make an appointment to identify and collect your item.
This is a clear , easy to navigate system. The only reason i gave four and not five stars was because i had to pay £27.50 to get my item. There is a scale of charges ranging from a much lower amount depending on the item.
However it was cheaper than replacing what i lost.
Overall a good system - thank you 😊

This was an unexpected experience, but a really good one.

I have not had a request like this dealt with so quickly and efficiently in customer service for years.

My request was dealt with the very next day of emailing and sent the day after. I have now received my items that I left on my flight, which was fantastic service. Excellent communication via email, swift response and just easy for me.

Thank you Birmingham Luggage !

I was greeted by a polite & friendly member of staff who advised the person I needed to speak to was o her break so I needed to come back in 15 minutes. I grabbed a coffee & waited in the cafe. When I returned the person I was waiting for didn't take long to return & dealt with my situation in a polite & professional manner. Thank you both.

They have had an item that was confiscated from me for over 2 months now and I have heard from them maybe 3 times maximum. I have emailed and called them over a dozen times. Their customer service is abysmal and if I don’t end up getting my item back I’d at LEAST want compensation for the price of the item to get a new one.
The first time I called them as well they told me they didn’t have any of the emails I had sent before because they had just done a massive purge of their emails without responding to them all first….
On top of all of this I had paid my quote already within the allotted time and then received an email the next day that I ran out of time to pay my quote (I had a week left) and that I would have to get in contact with them. I tried. They never responded. I would like compensation for the quote as well because at this point it feels like they’ve just stuffed my complaints, calls and emails away.
This is honestly disgusting behaviour from the people that I’m supposed to trust with my belongings.

I'm Jenny's father, posting this update with her authorisation.

Following my "Is this theft?" review on 3 September, Luggage Point responded as though they held detailed knowledge of my case, despite no personal ID being given, stating cash "would not be sent with the purse" and would instead need a bank transfer form. In fact the purse was sent by courier (we paid £27.14 including a £5 "insurance" charge), and no bank transfer form has ever been sent.

Their own email also stated bank cards and cash "cannot be shipped under any circumstances." Yet the purse arrived containing several bank cards and Jenny's driving licence — items they say can't be shipped — while the cash and an Apple AirTag, which had no such restriction, never arrived at all.

It gets worse: their own website describes shipping with no mention of any restriction on cash or cards, and describes collection by a friend/relative using that person's own ID — while their formal Terms & Conditions instead demand the absent owner's ID for a third party to collect, which verifies nothing. Three different Luggage Point documents (website, email, T&Cs) all disagree with each other.

Clause 6.7 of their own Lost Property T&Cs says uncollected cash is counted, banked, and only recoverable minus conversion/transfer costs. Collecting in person was never realistic: Jenny is disabled, travelling with a full-time carer, 25 hours from home on a 6-week trip — a return visit to Birmingham would cost more than the cash itself.

After Jenny authorised me to act for her, someone called "Ashleigh" phoned me claiming "we've got your purse" (false — it had already been returned), then disconnected with no way to call back. During that same call, Ashleigh separately emailed Jenny asking for her sort code and account number directly — no form, despite being told one was required — while telling me on the phone they still had the purse. The cash involved was 50 AUD, £30 GBP, and some AED.

I emailed Luggage Point at Birmingham with written questions, giving 7 days for a response. That deadline has passed with no reply, and a promised 48-hour AirTag investigation update never came either.

Posting publicly as private channels have led nowhere.

Item confiscated by Security at Edinburgh Airport - issued a Mail-It-On reference number. Made a request for a quote and no response in subsequent 3-weeks - no complaints process, no phone number to seek clarification - where is my item?

I have email 4 times and now received a reply to my review to email them, the email I have 4 times and no reply what else can I do 😒

I paid Luggage Point to store and return to me a small pocket knife which had been kept by airport security at Edinburgh Airport on 13th July. I logged on to their website as instructed and logged my request. I heard nothing from them. I phoned them and thereafter received a request for payment on 4th August. I paid immediately. After repeatedly contacting them by phone and email, being promised return calls which never materialised, I eventually, after a month, received a package from them containing somebody else's property. So, I haven't recovered my property, and somebody else is missing the items that were sent to me by mistake. I tried to contact Luggage Pint, only to meet with a recorded message advising that Luggage Point is no longer operating from Edinburgh and that I should contact Customer Services at Edinburgh Airport. So, it seems they've washed their hands of the matter. Absolutely hopeless. Do not use this company.
Luggage Point have now replied to my review asking me to email them with details so that they can investigate it urgently. I'd already done that. I've still to receive a reply. It doesn't reflect well on a company that it's not until a bad review is posted on a public forum that any degree of urgency is claimed. If I do receive a reply then I will, of course, update this review.
So, It's now been a week since my review, and since Luggage Point said they would deal with my complaint urgently and email me. I've heard nothing. If it was possible to give a no-star review, this would be the one. Do not use this company.

I left my keys accidentally in my hire car and Hertz were amazing at being in touch about this. On learning that Birmingham had a dedicated service for returning lost property to customers I felt sure the best way to get them back was for Hertz to take them there with my details.
Unfortunately since my keys were handed to the “specialist” service and despite the fact that i have been told that my keys are there and are identified i have had inconsistent and slooooooowwwww messaging and over a week later have no idea what is happening to my keys and less faith that i will ever be reunited with them.
Writing this review in the hope that i get more response from luggage point than i do in the 50 times i have tried calling their constantly engaged pointless phone line or from emailing repeatedly and being ignored.

My powerbank was taken on the 8th of August at Edinburgh airport. I have tried to book a delivery for 5 days now and heard nothing. My item has essentially been stolen or lost and I have no way to communicate, they do not answer emails.

Update 31st August 2026
Eventually I was informed my item was posted 6 days after I was told it would be the next day. It has now been 18 days since then and I do not have my item and luggage point are not answering my emails. Effectively, my charger is missing, and luggage point could not care less.

Update 06th September 2026

Lugga Point have replied for me to email them. I have emailed them 3/4 times since I landed home and 1 of those has been since my last update. My emails have been completely ignored.

For clarity, I am not making accusations against Luggage Point of anything. However, I have had no update, and they are ignoring my subsequent emails.

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 communicative in terms of what we do, the website was great for keeping up to date with potential items, and they contacted me right away when they found the tablet. In their correspondence, they were very clear about our options to get it back and before we knew it - it was returned on our doorstep. I hope I never have to use them again, but it is peace of mind in case we lose things on our flight again! They are a team of very helpful people!

Andy at Birmingham Luggage Point was excellent . His service was amazing and a very nice bloke.
I had left my wallet on a TUI plane and he was really supportive and gave me great advice to help me get it resolved and all of the steps required to get it sorted. Can not recommend Andy highly enough, he didn’t need to go to the lengths that he did to help me.
Top work Andy, Luggage Point are lucky to have you.

Disgraceful. Still no communication, still no luggage.

We left two suitcases (one checked bag and one carry-on) at the Edinburgh Waverley storage location on Sunday 19/07/2026. Because of a miscommunication with staff at the counter, we thought the luggage could be collected any time, so we missed the window and had to leave the city without our belongings. It was later moved to the Edinburgh Airport location for shipping.

We contacted Luggage Point about the shipment immediately on 19 July. They replied on 20 July, after that we paid immediately and sent every piece of information they asked for. Since then, nothing. We've called and emailed repeatedly and been met with silence, and to this day we still have not had a single response. We've told them again and again that we're leaving the country this Saturday and need our suitcases back urgently, and that we're happy to pay extra for express delivery. No one ever confirm where our bags are, whether they've been shipped, or when they'll arrive

As it stands right now, we still cannot contact them and our belongings still have not been started shipping.

We're not blaming them for the original mix up at the counter, that was a misunderstanding on both sides. What's been genuinely stressful is everything since. They took our payment and all our details, and then went quiet. Even a short email communicating with us would have made a huge difference. Instead we've been left chasing them with no answers while the clock runs down on our trip.

We're now facing the very real possibility of having to lose an extra day of our trip and pay out of pocket just to travel back to Edinburgh ourselves to collect the luggage in person, and that's assuming they still have it and we can even track down where it is.

We hope to get back our luggage as soon as possible.

Advert states 24hr service. It isnt. It is normal business hours with over night storage.....and each drop point has slightly different hours. So not easy to see when booking when your selected drop point is open or closed. Leading to luggage trapped inside, when you need it. BUT Girl at counter was excellent... FIX YOUR WEBSITE

filled out form twice, no response.

Had a quote back from the team at Edinburgh airport to ship my item back, therefore confirming they had the item. I paid for express delivery on the 26th May. The item never arrived nor did I receive any shipping confirmation.

I had to chase this up which went on and on for weeks. Only to be told that the item had been 'lost' which I'm very skeptical about.

I have since been referred by Julie (who was very helpful at head office) to a contact at Edinburgh airport. I sent proof of purchase and received an automated email explaining it'll be up to 72 hours to receive a response. It's now been 13 days and after chasing 3 times since, I've heard nothing.

Absolute joke of a company, avoid at all costs.

Company policy and office support shockingly poor. They sent me an email saying my luggage had been successfully returned when I was 8 miles away. No phone number available for out of hours. Office stops answering at 2pm. Online contact by email only with no response to multiple emails. I eventually had to get a taxi to the airport to check in person before closing time. On my way they eventually emailed a very brusk “we have your bag” apparently they blamed an “administrative error” no apology no compensation for my expense. Just shockingly poor.

Update; I was just asked though Trust Pilot for my details regarding this company, including a reference number without which my review might be deleted as not valid. Is this normal? Given I was never issued a reference number, is this a back door way to delete negative reviews?