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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My daughter's favourite soft toy was lost at Luton Airport, we thought forever as we only noticed at the gate while boarding. It has to be said, this bunny is a repeat offender so we didnt lose... See more
Company replied
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
What a team and experience at Glasgow airport Luggage Point ; Ross Lynn and Iain were truly incredible. I had stressful experience with a piece of luggage; the airline refused to take a large item... 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 72% of negative reviews
Typically replies within 1 week
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Luggage Point—I had an 8 hour flight…
Luggage Point—I had an 8 hour flight and left my jacket with several items in the pockets on the plane. The employees at Luggage Point were very helpful getting me started with the process, emailed me asking for a more detailed description and I was able to submit a photo. Once it was located, I received an email which outlined how I could get it back (I was able to pick it up before we traveled to our next destination). The staff was quick to return emails and very professional.
August 23, 2025
Unprompted review
Reply from Luggage Point
Thank you so much, Mitzi! We're really pleased we could help reunite you with your jacket - especially ahead of your onward travels. Our team always aims to make the process as smooth and reassuring as possible, so your kind words about their professionalism and communication mean a lot. Safe travels!
Rékha
Rékha, was nice, I recovered my luggage safely, highly recommend.
August 19, 2025
Unprompted review
Reply from Luggage Point
Thank you, Erzsebet! We're delighted to hear that Rékha was able to assist you and that your luggage was safely recovered. We’ll be sure to pass on your kind words and we truly appreciate the recommendation!
I’d give it 0 stars if I could
I’d give it 0 stars if I could. Luggage Point at BHX has our lost property item, they gave us a reference number. When we went to collect it they couldn’t find it. They promised they’d call us. They didn’t. They replied to one of our emails but it didn’t make sense. You can’t speak to anyone, even at the Head Office number. I’d love to know what they’ve done with our item.
August 13, 2025
Unprompted review
Reply from Luggage Point
Thank you for your feedback, and we're genuinely sorry to hear about your experience at Birmingham Airport.
If you were given a reference number and had arranged a collection appointment, your item should have been ready and available. We do store items securely across several locations within the airport for operational reasons, so if arriving unexpectedly or without confirmation, there can occasionally be a delay locating the item.
We absolutely want to resolve this for you. Our team will prioritise investigating this and ensure you receive a clear update.
Lost soft toy
My daughter's favourite soft toy was lost at Luton Airport, we thought forever as we only noticed at the gate while boarding. It has to be said, this bunny is a repeat offender so we didnt lose hope.
Alex at LuggaePoint responded quickly, as did the staff at Sanfords restaurant who took the time to call and personally deliver bunny to Luton Airport lost property.
Bunny was of little monetary value but of great personal importance. All the people we dealt with took the time to ensure my daighter and bunny were reunited when we returned home.
Thank you!
August 8, 2025
Unprompted review
Reply from Luggage Point
Thank you so much for your lovely review - we’re thrilled that Bunny made it home safely!
We know how much these little companions mean, especially to our younger travellers, and we’re so glad Alex and the team could help bring about a happy reunion.
Wishing you and your daughter many more adventures - hopefully with Bunny staying safely in tow this time! 🐰
The Luggage-Point Edinburgh team was…
The Luggage-Point Edinburgh team was great. I lost our passports at the airport and they were fast at getting in touch with us, manage our anxiety and hand us the passports over. The procedure is fairly easy and fast. I recommend if you loose an item - hopefully not - you immediately get in touch with the Luggage-Point via email as they are fast in replying and reliable
August 10, 2025
Unprompted review
Reply from Luggage Point
Thank you so much for the kind words!
Losing passports can be incredibly stressful, so we're really pleased our Edinburgh team was able to ease that anxiety and reunite you quickly. We’ll be sure to pass on your feedback - it means a lot.
Safe travels and thanks again for the recommendation!
5 stars are not enough!
My little daughter lost her beloved Bunny at Luton Airport - a small stuffed toy that she has carried with her since she was 2 years old and she was heartbroken
I had no hope of finding it again, but instead within a couple of days I received an email from the lost and found office saying they had found it, and within a couple of days Bunny returned home to my daughter's immense joy!
I would like to thank Alex from customer service who helped me with great kindness, always responding to me within a few minutes in a clear and comprehensive manner.
The cherry on top: in the package Alex also included a small letter for my daughter telling the adventures of little Bunny before returning home!
This kind of attention to detail and care towards customers, especially the little ones, makes the experience truly special: 5 stars for Alex are not enough!
August 7, 2025
Unprompted review
Reply from Luggage Point
Thank you so much for this heart warming review!
We’re absolutely thrilled that Bunny made it home safely and even more so that Alex’s extra touch brought a smile to your daughter’s face. It’s moments like these that remind us why we do what we do. We’ll make sure Alex sees your lovely words.
Wishing Bunny many more safe travels ahead!
If I could rate zero I would
If I could rate zero I would. I dropped my keys disembarking an aircraft. After repeating my very specific description multiple times they confirmed they are my keys. Charged me £18 to return them and haven't confirmed they've posted them to me and now ignoring my emails. It's been weeks and I've not had them, they said it's a non tracked service however they've not said they've sent them. I'd say that's classed as theft. I have no further point if contact, disgusting.
July 11, 2025
Unprompted review
Reply from Luggage Point
Dear Hollie,
We have been looking into your case in more detail today and can see that your keys have been delivered to your chosen address/safe space.
We sincerely apologise for the lack of communication from our store colleagues and assure you that this is not standard. We can only defend by saying they are responding to thousands of emails each week - it is no excuse however - please accept our apologies.
Acknowledgement
I was very pleased by willingness and help employees of Luggage-Point London Luton Airport, Who help me find my forgotten luggage and send me item. Especially Mrs. Alex helped me, kindly communicated with me and adviced me how to make eveything.
Thanks. Jaroslava
July 22, 2025
Unprompted review
Reply from Luggage Point
Thank you, Jaroslava!
We’re so pleased to hear that Alex and the Luton team were able to assist you so kindly and efficiently. We’ll be sure to pass along your kind words - it means a lot to the team.
Wishing you all the best
If you have to lose something, this is THE place
I left my prescription glasses in the Luton airport. Within a week, they were found, carefully logged online (where I could easily identify my item), claimed,and now shipped back to me. Every step of this process was brilliantly and professionally and personably managed. I could not be more thrilled (nor impressed).
July 22, 2025
Unprompted review
Reply from Luggage Point
Thank you, Martin!
We’re so pleased we could reunite you with your glasses and that you found the whole process smooth and professional. Your kind words mean a lot to the team - we’ll make sure they’re passed on.
Safe travels
Another Scam Cash Cow Company
Would give -5 stars if I could. Horrific company to deal with. Completely unfair and unreasonable. I had a new 50ml bottle of aftershave and 2x 100ml bottles of suncream taken off me when I was departing from Luton for absolutely no reason at all by security. When they took the items they said I can pick them up from Luggage Point on my return. On returning from my holiday I went to pick up my items and they wanted to charge me an extortionate amount to retrieve the items that were unfairly taken from me.
From the vibe I got from them the Luton airport security are in their pockets taking items away from people at random and giving them to luggage point to funnel through and make a lot of money. Some of which I'm sure makes it way to the airport. Total self fulfilling scam in rip of Britain.
July 14, 2025
Unprompted review
Reply from Luggage Point
Dear Louis,
Thank you for taking the time to leave your feedback, though we're naturally disappointed to read your comments.
We’d like to clarify a few key points to avoid any misunderstanding. Items such as liquids over the permitted volume (including aftershave and suncream) are routinely confiscated at airport security in accordance with UK Government and DfT regulations. Security staff are employed and managed entirely by the airport or contracted third parties, and Luggage-Point has no involvement in their decision-making or confiscation processes.
Luggage-Point is independently contracted by the airport to provide an optional service that allows passengers to recover items which would otherwise be disposed of. This involves collecting from multiple security lanes, securely logging, storing, and insuring the items, and managing their return either by post or collection. Our fees reflect these operational costs and are made clear before the service is used.
We do not receive items unless they’ve been formally handed to us by airport security after confiscation. There is no “pocket” relationship, and all operations are compliant with strict airport and regulatory standards.
We understand it's frustrating to have personal items taken at security, but the recovery service exists solely to help passengers retrieve them - without us, these items would be destroyed.
If you'd like to discuss your specific experience further, please contact us at info@luggage-point.co.uk quoting your reference number. We’re always happy to help resolve any concerns constructively.
Excessive recovery fees!
No explanation or guidance provided on recovery fee, how it was calculated etc which was treble the guide price for a single item listed on the website and more than double what an unrelated customer was paying for recovery of a full cabin bag during store visit.
July 10, 2025
Unprompted review
Reply from Luggage Point
Thank you for your feedback, Mark.
We’d really appreciate the opportunity to look into your case in more detail. From your reference number, we can see the item collected was a Windows laptop, which falls into the highest liability category under our charging structure. For clarity, the collection fee a fixed, standard rate by category that applies to all such items, regardless of how long they’re stored (up to 90 days). This ensures transparency and fairness across all customers.
We don’t publish individual prices online due to the wide range of item types and values handled, but our charges are always clearly communicated during the process. The fee covers secure storage, item logging, insurance, system maintenance, airport rent, and the work of our dedicated teams, who handle and reunite over 100,000 items a year.
We’re sorry if this wasn’t clear at the point of enquiry and are happy to discuss your individual case further if you'd like to get in touch.
Excellent
Excellent! Thank you very much for making our travel experience so much easier and enjoyable
July 8, 2025
Unprompted review
Reply from Luggage Point
Thank you so much, Josepha!
We're delighted we could help make your travel experience easier and more enjoyable. Safe travels, and we hope to welcome you again in the future!
Return of Kindle
Once I realised I had left my kindle on a plane I contacted the airline who put me in touch with luggage point. I did a search and claimed my kindle. Within 5 minutes I had been contacted by Danielle and was able to pick the kindle up 10 minutes later. A great service. Thank you
July 5, 2025
Unprompted review
Reply from Luggage Point
Thank you, Katharine!
We’re so pleased to hear how quickly Danielle was able to help reunite you with your Kindle. Your kind words mean a lot, and we’re glad we could turn the situation around so swiftly.
Recovery of my lost phone on 12th June 2025
I dealt with Andy on 12th June 2025 and Daria numerous times culminating on 17th June 2025.
Both of them were very understanding, helpful, courteous and accommodating at all times. It was a pleasure dealing with them and as a result of their cooperation and patience, I successfully recovered my lost phone.
With grateful thanks and appreciation to both ,
Joan Geoghegan
June 17, 2025
Unprompted review
Reply from Luggage Point
Thank you, Joan!
We’re so pleased Andy and Daria were able to assist you with care and professionalism. Your appreciation means a great deal to the whole team, and we’re delighted your phone was safely returned.
Great service
really easy facility. good communication. easy to locate in airport.
June 30, 2025
Unprompted review
Reply from Luggage Point
Thank you!
We’re glad you found the process easy and the communication clear. Great to know our location at the airport worked well for you too!
Great customer service
It’s not the company but the person at Luton Airport that gets a 5 star for me!! Rekha Bilimoria went about and beyond to confirm the keys they had were mine as I had a long trip to get them. She was a lovely friendly lady!!
June 30, 2025
Unprompted review
Reply from Luggage Point
Thank you so much for the kind words! We’re thrilled to hear Rekha provided such fantastic service. We’ll be sure to pass on your lovely feedback to her!
Good customer service
All went nice and smoothly from beginning, thanx for Ev&Lesley. Good communication flow and also couple of reminders. I feel that you really take care that yr customers do get back their items.
June 28, 2025
Unprompted review
Reply from Luggage Point
Thank you Janne! We're so pleased to hear that Ev and Lesley looked after you so well. It's great to know the process felt smooth and that you felt cared for - exactly what we aim for!
Fantastic speedy communication
Fantastic speedy communication. Lost item was found and recorded as lost within 30 minutes of contacting the office.
Unfortunately our flight had departed before item was found and our return flight arrived after the office closed which meant we could not collect item personally. However out lost item was delivered to out home address and arrived safely 2 days after we arrived home.
June 27, 2025
Unprompted review
Reply from Luggage Point
Thank you, Jane! We're so glad we could quickly reunite you with your lost item, even if timings didn’t quite align for collection. Delighted it reached you safely and promptly at home!
We went to Luton airport
We went to Luton airport
We came to the shop to wrap our bike boxes. Rehka at the desk was lovely and helpful. De-Handre was very helpful and thorough to wrap our boxes. Thank you for making a stressful moment very easy
Joana
June 20, 2025
Unprompted review
Reply from Luggage Point
Thank you, Joana! We're so pleased Rekha and De-André could help make things easier for you. Wishing you smooth travels with the bike boxes all safe and secure!
Rekha and De-Andre were very helpful…
Rekha and De-Andre were very helpful wrapping our bike boxes. Excellent and quick service at Luton airport.
June 20, 2025
Unprompted review
Reply from Luggage Point
Thank you, Anna! We're delighted Rekha and De-André were able to assist you so efficiently. Wishing you safe travels from all of us at Luggage-Point!
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