"Absolutely shameful service, no customer support"

Absolutely shameful service. They have had my bag for 48 hours (BA assured me they would deliver it within 12), they brought it to the wrong address (I can only assume) and then returned it to the warehouse. It has now been over 3 days and I still do not have my bag. No one answers the phone, or email, and live chat doesn’t work. I am repeatedly calling, but you are just made to wait for 45min on hold and then disconnected. I do understand the high volume if bags due to disruption, but that is no excuse for the complete lack of customer service and repeatedly misplacing my bag and delivering it to the wrong address.

"Huge shout out to kanaka so grateful…"

Huge shout out to kanaka so grateful for her customer service prompt attention after missing a delivery of my missing case Kanka resolved this and rearranged a fast turn around re-delivery very understanding .

"Absolute joke"

Absolute joke. Have spent over 3 hours on hold over the last few days. No one seems to work there. No replies to emails. The website mentions live chat which doesn't seem to be an actual feature. I need my bags back.

"Still waiting for luggage after 7 days"

I arrived from the USA on 26th June and still no not have any idea when I will receive my luggage. I had packed 1 case inside another case so I would have room to take things home from my mum's house which is being sold. If I don't get my bag within 24 hours I'm not going to be able to do that, and I'm still going to need to buy another case to pack the clothes and toiletries I've had to buy. I have contacted eCourier Air 4 times now with no response, and phoned 4 times but nobody answers the phone. My bag has been at the depot for almost 3 days now. If I don't get my bag before noon on Friday 5th July 2024 I will need it to be shipped back to Seattle and delivered to my home in the USA.

Update: I didn't get any response until I sent a message to the email address posted in replies to other Trustpilot reviews instead of the email address listed on the ecourierair website. I was notified that my luggage would be delivered that afternoon - it's just lucky that wasn't one of the 3 days I had to take my mother to a hospital appointment and that I was there to receive it. My suitcase was also damaged when it arrived.

"I thank Mohammad Azeem and the team at…"

I thank Mohammad Azeem and the team at Ecourierair warehouse for sorting out my BA luggage and delivering it to me. It took a week but I know that they had a Herculean Task from one night alone as thousands of bags were not processed by BA T5 and passengers sent home. Ecourierair received my bag from LHA 3 days after my flight. BA’s communication systems were subpar so I was grateful for the Ecourierair team. Out of my party of 12 we have all had our bags delivered or in case of two people collected from the warehouse. Thank you Mr Azeem and the team.

"Need better communication"

Another victim of the recent BA fiasco here. I got my luggage after a longer wait than advertised, but that's to be expected given the volume of disruptions at multiple airports. My only bone to pick is that there was absolutely NO communication whatsoever during the delivery process. I never received any emails or texts or any other form of info, and no one was answering calls. So I could only wait in constant anxiety for days until the delivery driver suddenly showed up at my door (lucky I was in). I understand ecourier is probably overwhelmed because of the circumstances but clearer communication would really go a long way in reducing customers' anxiety/anger.

EDIT after ecourier reply, bcuz they're not getting the point: I'm not mad about the delay. I know a lot of it was out of your control. I was EXPECTING there to be delays because I knew a lot of people were affected and luggage repatriation takes time. What I am saying is, TELL US about what's happening. Make sure your emails and SMS updates are working! Don't leave us with no way of knowing where our bags are along the delivery journey. I can accept that my bags had to be stuck for 3 extra days due to backlog, as long as you tell me! Radio silence just makes people angrier and your job harder.

"Very polite and helpful. "

My suitcase went missing on Tuesday 25th of June along with thousands of other people’s suitcases.
The fault lay with BA and these guys had the job of going from returning 300 suitcases a day to thousands. I had amazing help from Azeem and Nav who I thought were very polite and extremely helpful. Thank you guys .

"The staff were very helpful"

The staff were very helpful, especially Mohammed Azeem. He went above and beyond to find our suitcases and deliver to us. A very polite and helpful young man. There were 13 of us that travelled from Italy on Tuesday 25th June and everyone single one of us had a great experience with the staff at the Riverside Cargo Centre in Slough.

"My bag went missing in the Ba Fiasco @…"

My bag went missing in the Ba Fiasco @ Heathrow last Tuesday 25th, finally got message off e courier that it was coming Saturday did not happen then Sunday again no then Monday did not turn up now back in depot apparently but I have been home all the time complete fiasco if there was a minus rating you would get it, nobody answers phone , e mails anything :(

"The worst courier working for British Airways"

Four pieces of luggage my husband and I checked in went missing at LHR T5 on Tuesday 25/6/24. We then found out through Menzies, which handle luggage at the major UK airports, that eCourier Air have them and were due to deliver them on Thursday 27/6/24. It’s now afternoon on 2/7/24, but only two of them have been delivered to us. We emailed to inquire about the remaining two, with no reply for 2 days. Tried to make numerous calls but all numbers are automated so you can’t talk to anyone. They say they offer a great service. About a few minutes earlier, they called us that they were delivering them later today BUT would leave them at the entrance of our flat building because they don't go into any buildings for delivery, which is a lie. We did receive the two suitcases several days ago at our flat's front door. The two undelivered luggage (boxes) are bulkier although their weight is the same as the suitcases they have delivered. With a sack barrow, these boxes can be carried easily as there is a lift in the building, but eCourier has refused to deliver the boxes to our flat. All four pieces's size and weight are within the air career's (BA's) allowance. Since eCourier is working for BA, they should deliver such delayed luggage to the front door of the flat/house as promised by BA.