AiroLuggage Reviews 

Excellent service from door to door, we used the service third time this time. Every time it was just perfect 😊

Airoluggage messed up spectacularly because of a problem with their booking system. My luggage was supposed to arrive today, Good Friday 15th April 2022. That’s the “Arrival date” I was given when booking. Instead it will be delivered 5 days late. Too late.

When I phoned Airoluggage in the hope of getting this sorted out, I expected decent customer service. What I got is a guy who answered the phone as “John” (didn’t say Airoluggage). I expected John’s response to be an apology for their detrimental error - the equivalent of airline losing my luggage. I also expected him to put things right. Instead, his first response was to blame me saying: “Our website would have told you delivery would be after Easter”.

No, the website gave me an arrival date of 15th April.

Airoluggage used DHL for my suitcase delivery. However, Airoluggage’s booking system is generating dates DHL are unable to fulfill. Obviously Airoluggage’s systems are not in sync with the third parties they use.

My experience of Airoluggage’s service has been:
- They give arrival dates they can’t fulfill
- Your luggage may arrive too late
- Their first response is to blame you, the customer
- They don't apologise, they are defensive and defend with misinformation
- They don't take responsibility for their spectacular error and its consequences
- They don't understand or acknowledge that missing luggage on holiday is a big deal
- They don't resolve the problems they cause
- They have absolutely no concept of customer service

The effect on me has been:
- The suitcase won’t be at my sister’s home when I arrive, so I’ll have to go to Centerparcs on our long-awaited family holiday without the things I need
- Had to cancel booked activities because I won’t have the kit with me
- Had to pack another very small case (most I can manage on the journey) which won’t have enough to last me the week (Centerparcs has no laundry facilities)
- DHL will be attempting delivery to an empty house. Not sure where the case will end up, so that’s more logistics to manage
- Will somehow have to get the case home again, even though I will have had no use from it. Plus I now have an additional case to take back
- Paid the cost of delivery and return of a case I will have got no use from
- Feel very badly treated by Airoluggage who caused a huge problem and acted like it’s my fault rather than theirs
- Frustrated, as I booked a week before the delivery deadline. Had the website generated correct dates, I would have known to book collection for several days earlier
- I've developed a stye, great timing for the holiday! This only happens when I’m really stressed
- Several panicked calls to my family to try to manage this problem. They don’t need the stress either

Having contacted a human service agent at DHL, I am reliably informed that DHL Express is completely closed down between Friday 15th to Monday 18th. Earliest delivery would be Tuesday, but my tracking shows end of day Wednesday.

John clearly didn’t care that Airoluggage have sold a service they can’t fulfill, with hugely stressful consequences. After putting some pressure on him, his offers of help were:
- To get the case brought back to me. No good. I had booked a courier service because I can’t get it there myself
- To ask DHL to deliver on Saturday. This was in an email accompanied by a link showing Saturday delivery available

Had John made contact with a human at DHL or any effort to get his facts right, DHL would told him Saturday is for a different service and not applicable in this case (Parcel vs Express services).

As for John’s defence that their website would have given me dates after Easter, I tested this yesterday and took a screen grab. I put in Friday 15th as the collection date and it generated Monday 18th as the arrival date. As I know from my conversation with DHL they can neither collect nor deliver on the dates Airoluggage are offering.

I would recommend going to DHL or another trustworthy supplier rather than risk Airoluggage ruining your holiday. However, if you are going to book with them do take a screen grab of the Arrival date shown on the sidebar of their website. That way, at least you’ll have evidence you’re being lied to.

PS. Just seen another negative review with the customer saying they too were misinformed. I note with interest, Airoluggage's response was again to blame the customer. Again no apology or empathy.
In case they try the same with me, I have evidence that Airoluggage's website is giving dates DHL can't fulfill - I only wish Trustpilot allowed attachments so I could share the screen grab.
Seems Airoluggage get good reviews when everything goes well but won't offer any help when things go wrong. It's never their fault, always the customer's.
Caveat emptor!

I`ve booked the transportation of 10 boxes from Romania to the UK and the AiroLuggage agent,John, was very helpful with all the paperwork that I had to complete. They always answered my questions on emails, chat and phone. They reassured me that my packages will arrive unharmed and they did. The whole booking process was easy. The packages arrived really fast. I definitely recommend them.

Very swift service.
Fantastic service all round

Great service, super reasonable and very easy. They just picked up my luggage from my friends house when they said they would and I received the luggage in Stockholm a few days later!

Used Airoluggage to send my bags from UK to Portugal. Bags were held for more than a month despite having provided all documents to Airoluggage. Airoluggage did not support the process with customs at all and I had to do all the communicating myself. Ended up playing ~€100 to customs even though this was started as not needed by Airoluggage.

Everything perfect. Shipment from Uk to Spain took just a few days and everything was great. We were afraid about customs charges but we did not get any fees finally (as they told us before) so we will book their services again in the following weeks.
Totally recommended.

Used AiroLuggage to send two big suitcases to Qatar and back again. Both times, they were super helpful, fast and made my life a load easier! Will definitely and already have recommended to others!

Excellent service!!! Available 7/24 ,very quick and friendly customer service.

Excellent Service, Fast and Reliable. I got package from UK to Ukraine in under 3 days. They did follow up to see if I received.

The price is worth it. I rate them 10/10 stars. Definitely will use again.

I have nothing but good things to say about AiroLuggage. My package was picked up on time, customer service was prompt and responsive when I was worried about not having a baggage tag, and the bag was delivered earlier than expected. The tracking was reliable and convenient, prices you cannot beat. I will 100% use this service again and cannot recommend it enough!

The service from Airo Luggage was great from start to finish. John was so helpful when arranging the whole service. I would highly recommend this company.

All I can say is that it was an excellent service from beginning to end! And it arrived sooner than expected!

Airoluggage was fantastic in returning my heavy suitcase to the UK from Switzerland , after I suffered an accident which prevented me from being able to carry anything due to broken ribs . They picked up on time and delivered on time door to door using their courier . Cannot fault any of their service at all . Considering using them again to save myself the effort of carrying my own luggage when I travel again .

Easy to use, no hassle and very responsive.
UK-Isle of Man delivery during COVID restrictions on island borders.

Can't recommend these guys enough. Went above and beyond to get my things to me and were always available to help when needed. If you care about your stuff, then you need to choose these guys. Thank you so much for all your help 🙏⭐🌟⭐⭐🌟⭐

Very simple to book and great over the phone customer service. Would definitely recommend.

We found the site easy to use and when calling the office staff were extremely helpful

I would 100% recommend AiroLuggage, very helpful, simple booking system and my goods arrived super quick!
Very happy indeed :-)