"Awful service"

Awful service. Luckily we had air tags in so could see luggahe was stuck at Blaydon and didn’t move for two days.. BA and Swissport were hopeless and could only confirm it had gone to the courier… we could see that! Finally managed to contact ecourier to discover they hadn’t been able to recognise the postcode as it had been input with a zero rather than letter O. Why on earth someone there didnt have the common sense to follow that up I don’t know. UK post codes follow a familiar format after all. Perhaps if I hadn’t rung it would have just been left forever. As it is, it’s 3 days since we landed and still no luggage. Meds and other important items in there. Come on ecourier- get your act together!

Update- luggage finally received crushed and minus a few hundred pounds worth of clothing. Submitted a claim but still waiting to hear back…

"eCourier air`s lack of communication and accountability"

On Wednesday the 7th of august I was told my bags would arrive from Inverness to Fort William the following day at 11. Seeing as my bags did not arrive at that time and I did not receive any kind of update I then had to call to request one, I was then told that the address provided was to far away for my bags to be sent out on Thursday the 8th of august and that they would be sending it out tomorrow (Friday the 9th) by 11.eCourier air hasn't been answering their helpline and once they do their staff have not been helpful at all. I was told my bags were sent to another depot and through another courier company. I was not informed about my bags being sent through this company, my tracking information was not updated with this change either. My tracking information has said that my bags have been in Inverness this whole time. I have not been able to reconnect with anyone at the help centre to get a clear picture about where my bags actually are and when I can get them back.

"Hotline/Chatbo/Email - Nothing work"

My daughter's luggage was supposed to arrive yesterday. This company picked up the luggage at Heathrow at 8pm on 5 Aug 2024. The scheduled delivery to my daughter's hostel in Oxford is 6 Aug 2024 5pm to 7pm. No news up to 7pm and my daughter is not able to contact the courier company. At 8pm sth, we've got an update that unable to deliver, return to deport. The truth is the delivery did not even attempt to deliver, nobody ring the doorbell and we checked with the porter lodge there were somebody on-duty as a night shift. I immediately tried to call the company but no one picked up the call for an hour. The live chat box does not work, email sent but no response. It has been 3 days since my daughter arrived the UK.

"Desatrous performance"

On July 1st, ecourier air got my lost baggage form BA on Glasgow Airport to deliver it to my hotel address. I‘m doing a round trip through Scottland with Hotel stays of mostly 2 nights at one location. Such scenario is obviously not considered in this companies processes. They cannot guarantee a on time delivery within two day to any location in the Highlands. After several e mails sent and about 5 telefone calls with their call center I was informes that they need up to 5 days for a delivery. So Igave them all my Hotel adresses along my route. Finally they were not able to deliver even within 5 days from Glasgow to a Hotel near Inverness.
Today is July 14th and I still can locate my bag in a logistics depot in Glasgow.. ( thanks to an apple airtag inside)
As a specific joke BA sent me and SMS on July 4th saying that my bag would have been delivered to me.

As a summary:
- difficult, time consuming communication
- internal processes that cannot handle on time delivery to changing target addresses
- overall horrible experience

"very bad service"

My luggage was supposed to be delivered yesterday, July 12th. Unfortunately, it has not yet arrived.

When I called customer service, I was informed that the luggage would be delivered by 1-2 PM today. However, it did not arrive within that timeframe. I called again, and the agent assured me that the driver was on the way and that my address was the next stop, promising delivery within an hour.

Unfortunately, it hasn’t arrived yet and I am unable to contact customer service for an update, and the live tracker is not functioning. My luggage arrived at airport 2days ago but still not with me. I could go to the airport pick it up by myself. Just waiting it stuck in the house. Very unpleasant experience.

"If I could give 0 stars I would"

If I could give 0 stars I would.
If you are thinking of using ECOURIER for your business and would like to retain customers… I wouldnt.
I am not sure why BA have given them the contract for delivering lost baggage as this is the worst courier experience I’ve literally ever had?

My bag was out for delivery. I received no tracking link or confirmation where I could give an alternative location for the item to be left. The driver called me once he arrived at my appt building gate and I directed him to the post room, and told him that he could leave this them and if they wouldn’t accept it he could leave it in the lobby of my appt building. I said to call me back if he had any issues. As I said… I’d received no notifications or tracking info so I could plan to be at home for delivery. When I arrived home the item was nowhere to be found and it turns out he’d gotten all the way in to deliver it and then just not… delivered it. Despite being told by myself & the post room where to deliver it.

I called ECOURIER (was waiting to be connected for 15 minutes) and explained what had happened. They explained that jf it was to be left in an unsecured spot they needed written confirmation and I asked how I was supposed to give that, given I had been given no way to do this. The driver also hadn’t mentioned that this was needed. I said could the driver come back this evening or could it be dropped on the first delivery that morning. THEY DONT DELIVER IN THE MORNINGS AND THEIR FIRST RUN IS AT 1pm??? Mental. She said she’d need to speak to the driver to see what had happened and then they’d see what they could do. I asked her to call me back after to let me know what could be done… she called me back but the phone literally rang once and before I could pick it up she’d hung up. I didn’t really fancy spending another 15m trying to get through to them that evening so I decided to give them a call first thing in the morning.

I called again in the morning and explained the situation. I asked if there was anything that could be done and if my items could be delivered first as I have a work event tonight and it’d be really helpful to have some of my items. I also wouldn’t be in after 3pm (because of said work event) and would like to avoid having to wait another 24h for my items to be delivered. They said there was nothing that could be done and they couldn’t guarantee delivery before 5pm.

I am understandably disappointed with the level of service and will be making a complaint directly to BA.

"Better service "

After the initial disappointment , frustration of trying to contact ecourierair . But when i got a reply to my first review and was giving a new email to contact them . They replied very quickly and they were very helpful , in fact got my suitcase back that day . Yomi was my contact and the man who delivered my suitcase was pleasant and cheerful

"Totally unimpressed infact disgusted…"

Totally unimpressed infact disgusted but having read the reviews I’m not alone !
Reported my lost baggage to BA on the 30th June, subsequently advised that it had been found and on the 3rd July informed that it was out for delivery ETA 17:15. Left work early to ensure I was at home, the ETA gradually dragged out to gone mid-night and ultimately failed to be delivered….
04th July tried calling and sent an email via the website, still no answer.
05th July received a text advising my baggage was out for delivery again the ETA started about 18:00. Cancelled plans for the evening to ensure I was at home but again ETA stretches out to gone midnight and tracking the delivery vehicle it’s now heading in the opposite direction so is obviously not being delivered again.
I’m now working away for the weekend could really have done with some of the items in the baggage but with lack of email response or ability to answer their phones there is no way or making arrangements for alternative delivery address or make arrangements to leave with neighbours. I fully expect a delivery attempt will be made whilst I’m away which will be a total waste of time.
It is now almost a week since the baggage was lost which is an inconvenience but having now taken time off work, purchased additional items and cancelling long made arrangements the situation is becoming increasingly annoying !!!

"Very poor service"

This baggage courier company appears hit and miss and, unfortunately for me, it is a miss. My baggage was misplaced at LHR (5) in the baggage debacle of 25 June. One piece was delivered five days afterwards. The other is still out there. The company’s website has a poor layout, the tracking does not function properly - it showed the delivery vehicle passing my house but not stopping - e mails go without response and no one answers the telephone. So customers are left in limbo. I’m surprised British Airways continues to contract such an inefficient service. I would not use them.

"Dolores is truly a great person!!"

For three days, I was distressed because my luggage hadn't arrived, but Dolores appeared and rescued me. She patiently helped me contact the luggage team and checked on the progress of my luggage. Even though it wasn't her responsibility, she assisted and saved me; she's an angel! I love her! Thanks to Dolores, my trip to the UK became even more memorable. I love you!