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excess-baggage.com Reviews 357

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TrustScore 5 out of 5

4.8

Money & Insurance
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Review summary

Created with AI, based on recent reviews

Evaluating 180 reviews, reviewers overwhelmingly had a great experience with this company. Customers consistently praise the staff for their incredible kindness, helpfulness, and professional demeanor, making interactions pleasant and productive. The customer service is frequently highlighted as exceptional, with many people appreciating the personalized and understanding approach, especially when dealing with lost items. The service provided is often described as excellent, with consumers noting the efficiency and ease of their overall experience, from locating missing bags to providing helpful advice. However, some people were dissatisfied with the service at certain locations, mentioning issues like delayed bag collection and a lack of available management or customer service staff to resolve problems. A few other people also felt that staff could be indifferent and experienced long waits when dropping off or picking up items, with one instance of a screen breaking during transport.

What people talk about most

Staff

Users describe positive interactions with staff, consistently praising their helpfulness, friendliness, and... See more

Service

People report positive experiences with the service, often highlighting the helpfulness and efficiency of the... See more

Customer service

Customers report positive experiences with customer service, highlighting helpful and communicative staff who... See more

Location

Consumers find location to be ambiguous, with some reviewers praising specific airport locations like... See more

Product

Customers consistently note positive experiences with product assistance, with some reviewers praising staff... 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

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

Rated 5 out of 5 stars

I had a nice easy experience at excess baggage in stansted. Everything was swift and the staff explained everything to me in such a great manner. I understood everything and I felt so much trust leavi... See more

Company details

  1. Money & Insurance

Contact info

4.8

Excellent

TrustScore 5 out of 5

357 reviews

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1-star

Hasn’t replied to negative reviews

How this company uses Trustpilot

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Companies on Trustpilot aren't allowed to offer incentives or pay to hide reviews. Reviews are the opinions of individual users and not of Trustpilot. Read more
Rated 5 out of 5 stars

Nimisha Umman

Nimisha Umman, was a wonderful help today. Anything you need, she is wonderful to help you.

25 April 2025
Unprompted review
Rated 5 out of 5 stars

Kristy was so efficient and really…

Kristy was so efficient and really pleasent to deal with. My fiancè left behind some bags with items for our wedding next month and she found them and got me sorted so quickly and easily in just one phone call.

31 March 2025
Unprompted review
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.

10 March 2025
Unprompted review
excess-baggage.com logo

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.


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