Excess Baggage Company

BAGGAGE DELIVERY “SERVICE”We paid £150 to drop our 3 suitcases upon arrival and have them delivered to our home in the city so we could easily take public transport. When we showed up, the person working didn’t know how this service worked. We waited for her colleague to return from a break. They wanted to process all the bags but we stopped after the first one to ask if we were still getting our bags that evening since our flight was delayed by 2 hours. It seemed difficult for them to know what to do first. They made a call and found out our bags would not be delivered until the next day, which we could not do. Had we not asked we would not have known that we would not be getting the bags that evening as originally booked!I pushed for a refund. We were advised to cal the phone number on the booking confirmation. (For this expensive service you are still made to carry a printout of your booking form and produce it at the counter.) The next day I called and there was only a voice system, no person. I left many messages over 2 days. No response. I composed an email and had a response after another 2 days that the email would be forwarded to accounts. Nothing else. I kept chasing over the next days and then got a very brief message with the refund processed.Although a decent outcome, we ended up wasting time going there, waiting, trying to organise the staff to work in a way that made sense, then ended up taking the bags with us in the end anyhow. Then I had to waste time subsequently trying to get a refund.A very expensive service that maybe works if your flight and luggage are spot on time. But I am not willing to try again. Besides this review, it has cost me an extra 2 hours of nonsense.

Martha at Heathrow T5 was very helpful when I was looking for a new case before my flight. Great customer service. Thank you!

Staff are amazing, helpful and friendly

Ripping customers off daily. £20 to print 6 sheets? You are grifters and crooks

It’s very unfortunate that they did not allow us to store our bags. We had a late flight in, got the location at 2220 and was told we aren’t able to store luggage. What is the point of having this service (which is great), if it’s not available to everyone that comes through the airport with a long layover. Overall just very disappointed. Definitely a major inconvenience

Great customer service - Abdirisak very helpful and nice - Deodita fernades was amazing. Helpful. Overall extremely happy with the service I got from this place

Great location , super fast service, staff member SangeetaVery helpful and niceThanks

I try to use it but seems they couldnt find out in the system how to send a piece to Aberdeen Scotland, they were selecting Albania! Good I saw it on their monitor and corrected them.Their english speaking levels was an issue to communicate, another employee try to make their system work but after a while I gave up, easier just to take the bags with me than waiting so much time with them. It looks like a good idea but they still have many problems to make it work.

We had great experience storing our luggage here. Employees were friendly and professional. We enjoyed the chit-chat with the employees during luggage drop off and pick up. Very smooth process. We were just a few minutes little over 24 hrs of storing, but they didn't charge us for 48 hrs rate, and still only charge us for 24 hrs rate (we didn't have to ask).They don't open 24/7, so definitely pay attention to their opening hours to ensure that aligns the time you want to pick up your luggage.10/10 I would recommend their service!

We arrived after a long flight needing to get our excess bags all the way up to a flat in Edinburgh and Martha expertly and patiently helped us out. Thanks for making things easier! My only feedback would be if phone customer support could be as informed as the on the ground folks so we could have prepared. Thanks for sorting us out!