Excess Baggage Company www.excess-baggage.com

Do not use Excess Baggage Company they found my money and put into their own bank and have kept it we still haven’t got it back a month later and they ignore correspondence

Staff untrained, behavior not good,Attitude more

I recently stored my baggage at Pearson Airport for a period of three weeks, and my experience with the service has left me extremely disappointed and frustrated. Upon receiving my suitcase, I discovered that the zippers had been damaged, indicating an attempt to open it.

Immediately, I contacted the company to report such issue, hoping for a prompt and professional resolution. Unfortunately, the response I received from both the frontline staff and the manager was not only unhelpful but also completely unprofessional. They denied any responsibilities for the damage, asserting that their employees are trustworthy professionals who would never engage in such activities.

While I can appreciate the manager's trust in her team from an employer's perspective, as a customer, that is totally nonsense without proper investigation. The manager handled this situation subjectively, showing no genuine concerns or willingness to provide helpful solutions, such as reviewing security camera footage.

To make matters worse, I was initially informed that, according to their company policy, there were no security breaches at their facility. Subsequently, I was advised to contact the airport police for assistance. This response is unacceptable for an international company, and it raises concerns about the effectiveness of their policies, which seemingly allow their employees to mishandle customers' baggage without facing any consequences.

I hope that by sharing my bad experiences, others will be made aware of the lack of accountability and professionalism within this company. It is disheartening to see a company prioritize trust in its employees over addressing legitimate concerns and providing satisfactory resolutions to the customers!

Online form your told to fill out for lost luggage doesn't get you reunited with your items it's automated sorry nothing matchs this description after many phone calls and being passed from pillow to post same result!

Heads down to lost property at term1 manchester yes we have the bag told me what was inside after an hr of looking they tell me its best if u leave your email address etc we will call or email and can't come back ans collect as it could take some time but we do have it week passes after trying by phone to get insomuch still nothing ...heads down there again yes its on the system we will go look nearly 2 hrs later sorry looks like your bag had gone to auction now . How upsetting !

opened late. if you have a flight soon after 5am, definitely wouldn’t recommend. and overpriced. we left our bags at around 5ish and wanted to get them 7-8 hours later to get the cheapest price, however they close at 11pm so we automatically got the 24 hour price. hours of stored luggage should only be counted for business hours so customers don’t get tricked.

I had the best experience from being here. The staff member Mustafe was very helpful and polite and showed nothing but respect, I’m happy to have been served by such lovely staff!

I appreciate a representative as the most beloved person to service for my luggage wrapping. Also he ensured that my personal belongings won’t be damaged and he didn’t fabricated. He truly Deserve a pay rise from the company.

*** LONDON KINGS CROSS***

So this person wouldn't allow me to put my luggage in hold as apparently it was full but allowed an elderly with a disability but wouldn't allow me or my disabled grandchild to put our bags in when I told him I had a disability he then behaved DISGRACEFUL. I had to get my stoma bag out to prove it and he said well why did you not tell me but why should I need to get my disability out in public he should believe me and take my word for it we've literally been down in London for my granddaughters hospital appointment for her rare genetic disorder that paralyses her ???? along with my daughter who has the same disorder

The valuable items were 'removed' from my case whilst at Glasgow Central station - and even from inside my toilet bag - before the case was delivered to my location by courier.

They stole my Macbook Air and its charger while my suitcase was in their company's possession so don't leave anything valuable in your bags if you do decide to leave them with Excess Baggage :)