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excess-baggage.com Reviews 

383
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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

Evaluating 146 reviews, reviewers overwhelmingly had a great experience with this company. Customers consistently praise the staff for their efficiency, professionalism, and helpfulness, often going above and beyond to assist with various issues. Many people highlight the excellent customer service, noting the kind, friendly, and understanding approach of the employees. The service provided is frequently described as prompt, dependable, and efficient, especially when dealing with lost items or specific requests. However, some customers also noted poor experiences at certain locations, citing issues with staff indifference and long waiting times for dropping off and picking up items. A few other people also felt that there was a complete lack of engagement when trying to recover lost items, with some expressing concerns about the handling of their belongings.

What people talk about most

Staff

Consumers consistently report positive experiences with staff, highlighting their helpfulness, efficiency,... See more

Service

Reviewers mention positive feedback about service, often highlighting the efficiency, helpfulness, and... See more

Customer service

Users describe positive interactions with customer service, highlighting helpful and communicative staff who... See more

Location

Reviewers highlight ambiguous aspects of location, with some customers finding the service helpful for... See more

Product

People report positive experiences with products, often highlighting helpful assistance in finding specific... See more

Reviews shaping this summary

Rated 5 out of 5 stars

I lost my wallet on my flight home and reported it Glasgow Airport's Lost Property team. Danielle recovered it very quickly and her communication throughout the process was excellent. Iain from Excess... 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

She found our cream a deodorant even though we didint remember the brand and we didn’t even had the ticket. She really did her best to help us and we appreciate it. She was really nice and she was cal... See more

Company details

  1. Money & Insurance

Contact info

4.7

Excellent

TrustScore 4.5 out of 5

383 reviews

5-star
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1-star

No recent history of asking for reviews

This company hasn't invited customers recently, so reviews may not be representative

Hasn’t replied to negative reviews

How this company uses Trustpilot

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4.7

All reviews

(383)

161 reviews in the last 12 months

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Rated 1 out of 5 stars

What an absolutely racket

What an absolutely racket! £15 to pick up a lost wallet! Never in my life have I thought that I would have to pay to retrieve a lost item. Avoid this rip off firm at all costs!!!!!

4 April 2026
Unprompted review
Rated 5 out of 5 stars

Rovilena was amazing!

Rovilena was amazing!! I had an inquiry about a missing item and she was super nice and helped me find it right away

29 March 2026
Unprompted review
Rated 5 out of 5 stars

Excellent help and professionalism from everyone at the Excess Baggage Co

Gabriel was fantastic, after emailing my Dad to let him know his bag had been found and hearing no response, he phoned to check that we were aware and helped me with some useful information to ensure I could pick it up easily. He also reassured me that the money inside was safe and all contents intact. When I got to the counter I was greeted by Rovi, who was friendly and professional, going through all the necessary checks when collecting an item of high value and refunding the cash they had banked for safety. She even got me a glass of water as I was a bit flustered. Another staff member checked through the contents with me at the counter so I was reassured further. I was pleased to meet Gabriel at the counter too so I could thank him for his help, and he was helpful and understanding again. Thank you so much, it was quite a stressful situation but everyone was friendly, courteous and professional, which I'm very grateful for.

26 March 2026
Unprompted review

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