Excess Baggage

It is the airlines themselves that determine what your baggage allowance . The allowance will vary depending on a number of factors these include where you flying to, the price you paid for the flight, whether you are flying first/ business or standard class , the model and type of aircraft and the number of items. Airlines must also stick to government regulations of the departing and arriving country, together with each airlines individual policies. (If your unsure contact the airline ahead of departure).

Airlines have a limit to the weight of the baggage you are allowed to take on the plane with separate limits for hold and carry on luggage. Baggage is weighed at check in and if you are over the limit of either the weight of the bags or the number of bags) you have( Excess baggage), a set charge is made. This amount varies between airlines and can be quite costly, so it is best to check with the airline before travel or when booking the ticket.

Heathrow also has an independent retail shop which also operates the lost property within the airport and provides coverage to all 5 terminals Excess Baggage Group Ltd

The services offered to the customer include the following :

• Luggage collected from your house and forwarded to your destination
• You can arrange for luggage to delivered to them at the airport
• Baggage forwarding between terminals
• Left luggage and long term storage
• They also sell a range of travel accessories that can be delivered to your home

Excess baggage rates are £6.50 per individual item for 24 hrs. For more information call +44 (0)20 8759 334

Lost Property

In the event that you find yourself in the situation that something is lost . The course of action to take will depend on where it is lost and what it is. If it was left at the airport the more than likely it would have found it's way to the lost property office operated by the Excess Baggage Company. If it is in here then you will be charged for storage. Office opening times Mon-Sat 08:00 - 19:00, Sun 08:00-16:00

Tel: +44 (0)20 8745 7727.

Email: heathrow.lostproperty@excess-baggage.com

Transferring of the luggage is down to each airline from the initial check in, to collection on arrival.

In the case of items lost items inform the airline immediately and inform the

lost baggage counter at Heathrow . To fill out a lost baggage report, a description of your bag including the type of bag, what colour the bag was etc, needs to be taken, some airlines may also need ask for an breakdown of the items in the bag together with receipts if needed for a claim

After the report has been completed a reference number is assigned to you, to enable you to track the progress this can be online or telephone.

Airlines have their own policies as to the amount of time is deemed your bag has been lost. British Airways for example has a policy that if it has not turned up after 21 days it is declared lost . (Check with your own airline for their policy)

Compensation may be paid upon your claim if your luggage doesn’t turn up although the amount you get will depend on the airline as, a lot of airline claim they are restricted by the Montreal Convention with limits being in the region of £800 per person.

Airlines will often ask for travelers who have lost baggage to claim on their own travel insurance, but beware because any valuables stored in the aircraft hold are not covered automatically for many insurers. They may however be able to aid in recovering the money from the insurance of the airline.

Left baggage office locations

Terminal 1: Situated on the arrivals concourse, not far from the lifts for Heathrow Express. Opening time 06:00 - 23:00.

Terminal 2: Situated close to the Check in Desk for Lufthansa Opening Times: 05:30 - 23:00.

Terminal 3: This terminal has 2 offices one in the in the departures, check-in zone C, straight across from Turkish Airlines, Opening times 06:00 - 22:00 and the other in arrivals hall, next to the car rental counters. Opening times 05:00 - 23:00.

Terminal 4: Situated to the west end of arrivals concourse. Opening times 05:30 - 23:00.

Terminal 5: This Terminal also has 2 offices one is located at on arrivals levels at the United Kingdom arrivals location, the other office is located on the departures Level, not far from the Customs counter. Opening times 05:30 - 23:00.

Damaged Luggage

Invariably with thousands of bags being transported each day some do get damaged or lost. If this is the case inform your airline as soon as you realise , as a number of them offer replacement if your luggage is damaged while being moved.

Trolleys

'The trolleys for luggage are situated at designated points throughout Heathrow terminals with plenty available at arrivals and departures and are provided free of charge. They cannot be used to transfer luggage through security. Trolleys can be used to transport luggage to the car park, bus station and railway stations.

Porter Service

If you need help carrying your luggage at the airport a porter service available, this is free to travelers with special needs, if you are able bodied but still require help the cost is £7. To use this assistance locate a customer host on your arrival.

Tips are not required as the porters have been requested not to accept them

Additional information regarding the service . Tel: +44 (0)20 8745 5727 or +44 (0)20 8745 6011