Luggage Point Bewertungen 

Antwort von Luggage Point

Aktualisiert am 21. Sept. 2026

Thank you for your review, Lauren. We are sorry that this has taken longer than it should and we can understand your frustration. However, there are a couple of points in your review that we do need to clarify and we're pleased to note your item has now been successfully delivered to your chosen address.

There was no “massive purge” of customer emails. We experienced a server failure which unfortunately resulted in some emails being lost. That is very different from emails being deliberately deleted without being answered, and we are sorry if this was explained poorly to you at the time.
We have checked our records and can currently see your online form submitted at 9:18pm on 10th July, together with emails received from you on 15th July and 2nd August.
We have also identified an issue with the way your quote was originally processed. It was raised on an incorrect system by a former member of staff, which meant confirmation of your payment was delayed in reaching the Edinburgh team. We apologise for that.

We are, however, very concerned by your comments about repeatedly being unable to get through by telephone, as our lines are manned and calls are being answered. Please email info@luggage-point.co.uk with the telephone number you have been calling from, together with the number you have been calling, so that we can investigate the call records and establish what has happened.

We would like to get to the bottom of both the communication issue and the outstanding return of your item rather than leave you continuing to chase us

Antwort von Luggage Point

18. Sept. 2026

Thank you for your follow-up review. We should clarify at the outset that this review has been posted by a third party rather than by the customer with whom we have been corresponding directly. We have continued to deal with Jenny privately and have progressed everything we are presently able to progress from our side.

In particular, the outstanding cash transfer has not been ignored. We have attempted to process this using the banking information supplied, but the details provided were not accurate and have not enabled us to complete the payment successfully. We cannot, of course, make a transfer to banking details that cannot be validated, and further information has therefore been required from Jenny.

We appreciate that some of the communication around this case appears to have caused confusion, including the telephone conversation referred to in your review and we are reviewing that. However, it is not correct to suggest that nothing has been done or that private correspondence has simply been ignored.

Our procedures for the handling, collection and transfer of lost property apply consistently to all customers. Where a customer has particular circumstances that may affect the options available to them, we can only take those into account where they are made known to us.

There are also limits to what we are prepared to discuss publicly about an individual customer’s property, identification and banking information. We will therefore continue to deal directly with Jenny, and with any representative she has formally authorised, so that the remaining issues can be resolved safely and properly.

We remain willing to complete the outstanding steps as soon as valid information is provided.

Antwort von Luggage Point

18. Sept. 2026

Thank you for your review. We have checked the reference you provided, EDI8830, and need to clarify that Luggage-Point has no record of ever receiving this item from Edinburgh Airport Security.

As a result, we have never been in a position to issue a quote or take payment for any return service in relation to this item. It is also worth clarifying that being issued with a Mail-It-On reference does not necessarily mean that the item will subsequently be handed to Luggage-Point. Airport Security retains discretion over items surrendered at the security checkpoint, and not every item for which a Mail-It-On reference is issued ultimately reaches us.

That said, we would like to investigate further in case the item was received but became separated from its reference card before being logged. Please email info@luggage-point.co.uk quoting EDI8830 and provide as much detail as possible about the item itself — including exactly what it was, make/brand, colour, size and any other distinguishing features. If you have a photograph of the item, please send that too.

We can then check the information available from our side and see whether there is any possibility of identifying an item that may have become orphaned from its reference.

Antwort von Luggage Point

2. Sept. 2026

Hi Rebecca, we have sent you an email and are doing all we can to help you. Please check your spam folder in case it has landed there. Thanks

Antwort von Luggage Point

Aktualisiert am 8. Sept. 2026

UPDATE: Thank you for your updated review Craig - however we have not received an email from you to reply to. Could you please confirm you emailed info@luggage-point.co.uk?

Thank you for your review. We are very concerned to read this and are sorry for the frustration caused. The issue you describe is something we need to investigate properly and urgently.

For clarity, Luggage-Point is no longer operating the current lost property service at Edinburgh Airport, which is why callers may now hear a message directing them to Edinburgh Airport Customer Services for new airport enquiries. That does not mean we are washing our hands of historic matters that relate to a Luggage-Point reference.

Please email info@luggage-point.co.uk quoting reference EDI 11677 so we can review the records, trace the shipment, and advise on the next steps regarding both your item and the property you have received.

We understand why this has left you disappointed, and we are sorry that the process has not met the standard you should expect.

Antwort von Luggage Point

2. Sept. 2026

Thank you for your review.

We are sorry to read this and understand how frustrating it must be when your keys have been identified but you are still waiting for clear confirmation on the next steps.

This is not the level of communication we want customers to experience, particularly with an important item such as keys. We have noted the reference number you have provided, 708906, and would like to review the case properly so we can establish what has happened and what is required to get the item returned to you.

Please email info@luggage-point.co.uk quoting reference 708906, and we will look into this as a priority.

We are sorry again for the delay and the frustration caused.

Antwort von Luggage Point

2. Sept. 2026

Thank you for your review.

We are sorry to read this and understand your frustration, particularly where the item has been posted but has not yet been received.

We do need to be clear that describing the item as “stolen” is a serious allegation, and at this stage we do not have enough information from the review alone to identify the case or investigate what has happened.

Please email info@luggage-point.co.uk with your full name, item reference, postage type/payment details and any emails you have received from us, so we can review the matter properly and establish the position with the shipment.

Once we have those details, we will investigate fully with the courier and respond directly.

Antwort von Luggage Point

2. Sept. 2026

Thank you very much for your lovely review.

We are sorry your daughter lost her tablet in the first place, but we are delighted to hear that the team was able to help make the process clear, reassuring and efficient from start to finish.

Losing something valuable while travelling is always stressful, so it is especially good to know that the airport counter team, the website updates and the follow-up communication all helped give you peace of mind.

We really appreciate your kind words about the team and are pleased the tablet made it safely back to your doorstep.

Thank you again for taking the time to leave such thoughtful feedback.

Antwort von Luggage Point

2. Sept. 2026

Thank you very much for your fantastic review.

We are really pleased to hear that Andy was able to support you so well after you left your wallet on the TUI flight. Losing something as important as a wallet is stressful, so clear advice and a bit of reassurance can make a real difference.

Andy will be delighted to read your comments. He is a valued member of the team, and feedback like this means a lot.

Thank you again for taking the time to recognise his help. We will make sure your kind words are passed on to him.

Antwort von Luggage Point

Aktualisiert am 29. Juli 2026

Thank you for your review.

We are sorry you were disappointed and confirm a full refund has been issued, but we would like to clarify the position.

The booking page is for "Luggage Storage for up to 24 hours. That refers to the storage period purchased, not a 24-hour staffed collection service. Our Waverley Market location operates within its published opening hours, as do individual storage points generally.

We do accept that the wording around “return anytime within 24 hours” could be clearer, and we will review that so customers understand that collection must take place during the relevant location’s opening hours. However, we do not advertise this as a 24-hour manned counter service.

Thank you for your kind comment about the member of staff at the counter. We will make sure that feedback is passed on.

We are sorry for the inconvenience caused, and we appreciate you bringing the wording point to our attention.

Antwort von Luggage Point

14. Juli 2026

Thank you for your review, Jake.

We are very sorry for the frustration and inconvenience this has caused. Once a customer has received a return quote and paid for delivery, they are entitled to expect clear communication and a straightforward resolution, and we fully understand why this experience has left you so disappointed.

As things stand, the Edinburgh team has not been able to locate the item despite further checks, and we appreciate how concerning and unacceptable that will feel from your side. This has now been escalated, and the compensation process is already in progress.

We are pleased Julie has been helpful at head office, but we also recognise that helpful contact at one stage does not make up for the wider delay and lack of clarity you have experienced.

We are sorry again that this has taken far longer than it should have. We will continue to follow this through and ensure the compensation process is dealt with properly

Antwort von Luggage Point

Aktualisiert am 23. Juli 2026

Thank you for your review.

Now that we have been able to identify the booking, we would like to clarify the position.

Your bag was stored with us from 11:23 on 6th July, with collection arranged for 19:00 the same day, and our records show that it was collected the following day without issue and without any additional storage charges being applied.

We accept that an automated system error incorrectly generated a “checked out” email, and we are sorry for the confusion and concern that caused. As soon as the error was identified, we contacted you to confirm that the bag was still safely held by us and available for collection.

We do understand why receiving the incorrect email would have been frustrating. However, the bag had not been lost, had not been released to anyone else, and remained in our care until you collected it.

We are sorry again for the administrative error, but we do not believe the wider description in the review fairly reflects what happened.

Antwort von Luggage Point

14. Juli 2026

Thank you for your review, Jane.

We are pleased you found the lost property database useful and that the team member who helped you in person was nice, but we are sorry for the difficulty you had getting through to us beforehand.

If you have found your item and pressed “claim”, the process should feel clear and straightforward from that point. Equally, repeated engaged calls and then being cut off by the phone system is understandably frustrating, particularly when you are trying to recover something important.

We are reviewing both the online claim journey and the phone handling experience, as this is not how we want customers to feel when using the service. We also appreciate your comments about attending Birmingham Airport in person and finding the location temporarily unattended, as that clearly added to the inconvenience.

Thank you again for taking the time to leave balanced feedback, and we are glad you were ultimately reunited with your item.

Antwort von Luggage Point

3. Juli 2026

Dear David,

Thank you for bringing this to our attention.

We are sorry to read about your experience with our bag wrapping service at Edinburgh Airport. What you have described is clearly not the standard we aim to provide, and we understand why that left you so frustrated.

We would like the opportunity to investigate this properly. Please email info@luggage-point.co.uk with the date and approximate time of your visit so we can look into what happened in full.

Thank you again for raising it with us.

Antwort von Luggage Point

Aktualisiert am 23. Juli 2026

Thank you for your review.

We are sorry that you were left frustrated by the process, particularly while there was a technical fault affecting part of the festival lost property database and enquiry system.

However, we do need to clarify the position for anyone reading this review. Your daughter’s phone was located and delivered successfully to you the following day, on 3rd July 2026.

We understand that delays and communication issues are frustrating when a valuable item is missing, and we are sorry for the concern caused while the matter was being resolved. That said, we do not believe the description of Luggage-Point as an “invisible” or “zombie” business fairly reflects what happened, given that the item was recovered and returned successfully within 24 hours.

Our main office number is 0330 223 0813. This is a central office line with recorded menu options, so callers will hear an automated system before reaching the relevant option.

For information, the technical issue affecting the lost property enquiry process was identified and resolved within a couple of hours, and we are pleased that the phone was safely returned.

Antwort von Luggage Point

Aktualisiert am 3. Juli 2026

Thank you for your review.

For clarity, Luggage-Point ceased operating the lost property service at London Luton Airport on 14th June 2026. All stored items held by us at that point were physically handed over to the new operator, Excess Baggage. You made payment for the item's return on 22nd June 2026, outside of the payment window provided and after that transfer had already taken place, which is why the courier fee was refunded immediately as Luggage-Point was no longer in a position to carry out that service.

We do appreciate how worrying and frustrating this situation must be, particularly given the contents of a wallet and the security concerns that naturally come with that. However, the later correspondence and operational handling referred to in your review would not have been with Luggage-Point, as we were no longer operating at Luton by that stage.

If you would like us to review anything further from our side, please email info@luggage-point.co.uk and we will do what we can to assist.

Antwort von Luggage Point

3. Juli 2026

Dear Linda,

Thank you for your review.

We are sorry to read how frustrating this has been. If you paid for tracked delivery, you should have received clear communication and an update on dispatch, and we fully understand why the lack of a tracking number and response has left you upset and concerned.

This is not the experience we want any customer to have. We would like the opportunity to look into this properly and establish exactly what has happened with both the shipment and the communications you have received.

Please email admin@luggage-point.co.uk with your full name, reference number and the date payment was made, and we will have this reviewed as a priority.

We are sorry again for the frustration caused.

Antwort von Luggage Point

3. Juli 2026

Thank you very much for your lovely review.

We are delighted to hear that your suitcase was found and that the team was able to help turn the situation around for you. Losing property at an airport is never a pleasant experience, so it is especially good to know our staff were able to handle things effectively and make your day a little easier.

Andy will be very pleased to see your kind words. We are proud to have him in the team, and we really appreciate you taking the time to recognise his help.

Thank you again for your feedback and for choosing Luggage-Point.