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excess-baggage.com Reviews 352

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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

352 reviews

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Hasn’t replied to negative reviews

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Rated 1 out of 5 stars

Do not use overnight

Was told to give a 5* review in order to get discount, offerered a 24 hour service for bag collection, upon return to the unit all the shutters were down, the place was locked up for over an hour, in the meantime I couldn’t check in for my flight or book my accommodation because my passport was kept secured in my luggage which I couldn’t retrieve. When the staff eventually appeared, me and my friend were met with threats of arrest and disgusting abuse from staff. Do not trust or use these.

March 10, 2025
Unprompted review
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Reply from excess-baggage.com

Dear Daniel

Thank you for reaching out to us regarding your experience. In order for us to investigate this matter thoroughly, we kindly request some additional details. Please provide the following information:
• Location of your visit
• Date and time of your visit
• A copy of your receipt, if available

You can share this information with us by replying to this email or contacting our customer service team at customerservice@excess-baggage.com.

Thank you in advance for sharing this information so we can investigate the issue thoroughly.


Rated 5 out of 5 stars

Friend left her bag in airport

Friend left her bag on a bench in the airport. Luckily a nice person brought to excess baggage and collected it within an hour of losing it. Tatyana at Stanstead branch was helpful and efficient with returning bag

March 9, 2025
Unprompted review

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