Frequently asked questions

Booking LuggAgent is easy:

1. Select your send-out and delivery locations.
2. Choose your service date & time and select your luggage quantity.
3. Provide the required delivery details and contact information.
4. Review your booking details and complete the payment.
5. You’ll receive a booking confirmation with all the information you need for your service.

You can complete your booking online in just a few minutes!

Pricing depends on your route, destination, and number of luggage pieces.
Enter your send-out and delivery locations when booking to see the available services and price for your trip.

Booking deadlines vary depending on the service and route. Most services require you to book at least 24–72 hours before the service time.

Please check the booking page for your selected route to see the exact deadline.

Yes. Changes are free before 00:00, three days before your service date.
After that, we can't guarantee the change, but we'll do our best. If we can accept it, there's a US$25 rush fee.

Yes! You can add luggage at any time. Just message our customer support. We'll send you an online payment link for the extra pieces.

If you need to reduce the number of luggage pieces, please let us know at least 24 hours before your scheduled service time. Changes can't be made on the day of service, and the original number of pieces will still be charged.

You can request to change your pickup or delivery location up to 24 hours before the service time.

Please contact our Customer Support team as soon as possible. Changes are subject to availability and may require an additional fee.

You can request to change your service date up to 24 hours before the service time.

Please contact our Customer Support team as soon as possible. Changes are subject to availability.

Yes! You can add luggage at any time.

We’ll send you an online payment link, and additional luggage will be charged at the same rate as the extra luggage fee when you made your original booking.

If you need to remove luggage, please contact our Customer Support team for assistance.

If you miss the booking deadline, please contact our Customer Support team as soon as possible.

Depending on the route and availability, your booking may still be accepted with an additional urgent booking fee.

Yes! You can book LuggAgent on behalf of someone else.

Please provide the traveler’s correct contact and delivery details when making the booking so our team can reach them if needed.

Arriving:
We suggest choosing a send-out time 1 hour after your flight lands, so you have time for immigration and baggage claim.
Departing:
We suggest choosing a delivery time at least 2 hours before your flight leaves.

Yes. You'll get a confirmation email after booking.
Please also join our customer support channels so we can reach you on your service day.

Please send us:

• The full address, including the building name, floor and room number
• Check-in codes and building access instructions by 13:00 local time on your service day

This helps our driver find you quickly and keeps your delivery on time.

We’ll provide real-time updates through our tracking page and by email.

You can also contact our 24/7 customer support anytime if you need help checking your luggage status.

Yes. If you cancel before 00:00 (local time) three days before your service date, we'll refund your booking minus a US$10 handling fee. Cancellations after that aren't refundable.
For example, if your service date is Oct 10, cancel before Oct 7, 00:00 for a refund.

If your flight is delayed by 1 hour or less, we’ll adjust the handover time to match your actual arrival.

If the delay is more than 1 hour, your booking may be cancelled with a 50% refund.

We recommend booking your luggage collection at least 1 hour after your scheduled landing time to allow enough time for immigration and baggage collection.

Your booking confirmation will show you exactly where to meet our agent.
Just head to the meeting point after you collect your luggage.

Head to the meeting point shown in your booking confirmation. Our agent will meet you there to collect / deliver your luggage.

Don’t worry! Contact our Customer Support team and we’ll help you find our agent and the meeting point.

Our agent will be waiting for you at the airport meeting point with a LuggAgent sign.

Can’t find them? No worries! Simply contact our online customer service team, and we’ll help you locate your agent right away.

Please contact our customer service team. However, our vehicle routes are planned in advance, so we may not be able to collect/deliver your luggage before your scheduled time. We’ll do our best to arrange an earlier meeting time when possible.

Your booking includes 30 minutes of free waiting time from your scheduled handover time.

After that, a waiting fee of US$10 applies for every additional 15 minutes. Any part of a 15-minute period counts as a full 15 minutes.

If a waiting fee applies, our support team will send you a payment request. You can pay it securely on your order tracking page or through the payment link.

If you know you’ll be late, please contact us as soon as possible.

We understand that immigration and baggage collection can sometimes take longer than expected.

You have 30 minutes of free waiting time from your scheduled handover time. If you expect a longer delay, please contact us as soon as possible so we can assist you.

If your flight is cancelled, please let us know as soon as possible.

• More than 24 hours before your service: We can help you change your service date for free, or cancel your booking with a US$10 cancellation fee.
• Less than 24 hours before your service: You may cancel your booking and receive a 50% refund.

Our agent will meet you at the meeting point shown in your booking confirmation.

If you need to change the meeting point, please contact us in advance, and we’ll check what we can arrange. Changes are subject to availability, and an extra fee may apply.

Yes! You can send your luggage from the airport directly to your hotel & Airbnb. Simply select your airport and hotel & Airbnb when making your booking.

Yes! You can send your luggage from your hotel or Airbnb directly to the airport. Simply select your hotel or Airbnb and airport when making your booking.

Our standard service hours are:

• Sending luggage from the airport: 09:00 – 18:00
• Delivery to the airport: 15:00 – 21:00

Need a time outside these hours? Special time slots are available for an extra fee. You'll see the price when you pick a time on the booking page.

No. Our agent will meet you at the airport meeting point and hand over your luggage to you in person.

No. You don’t need to wait for our agent.

Leave your luggage at the hotel reception as instructed and send us a photo of it.
You’re then free to continue your day.

We’ll notify you by email once your luggage has been collected.

When you book, you'll choose a pickup time between 09:00 and 11:00. What happens next depends on where you're staying.

Hotels with a front desk: This is the time your luggage should be ready at the reception. You don't need to wait for the driver, and the driver won't come right at that time. They'll pick it up later in the day as part of their route, and we'll let you know once it's collected.

Airbnbs, homestays, vacation homes, apartments and hotels without a front desk: Our driver will meet you in person at the pickup time you chose, so please be there with your luggage.

Only for send-outs from an Airbnb, homestay, vacation home, apartment, or hotel without a front desk. In that case, our driver will meet you at the send-out time you chose.

For hotels with a front desk, just leave your luggage at the reception by your pickup time and send a photo to our customer support.

Deliveries never need an in-person handover. We'll leave your luggage at the reception or inside your place.

We'll bring your luggage inside your place, so you don't need to be there when it arrives. Please send us:

The full address, including the building name, floor and room number
Check-in details, such as door codes, key box location or building access instructions

Please send these to our customer support by 13:00 (local time) on your service day, so our driver can get in and deliver on time.

You can't choose an exact time, but your luggage will arrive by 18:00 or 21:00, depending on the option you picked when booking.

• Hotels with a front desk: We'll leave your luggage at the reception.

• Airbnbs, homestays, vacation homes, apartments, and hotels without a front desk: We'll place your luggage inside the room using the check-in details you provided. You don't need to be there.

We'll email you as soon as your luggage has been delivered.

If we can't get into your place because your check-in details are missing, late or incorrect, our driver will first try to reach you through our customer support channels. If we still can't get in, we'll arrange one of the following:

Nearby locker: We'll store your luggage in a locker close to your place and send you the location and access details.
Later delivery: We'll deliver your luggage later that day or the next day, once we have the right details.

Extra fees may apply, for example for the locker or a second delivery. Our customer support will let you know the cost before we go ahead.

To avoid delays, please send your check-in details by 13:00 (local time) on your service day, and double-check the door code and building access instructions.

We’ll keep you updated by email, or you can check your luggage status anytime on our website.

You’ll receive a notification when your luggage is picked up and another when it arrives at your destination.

We charge per piece, and there are two sizes:

• Standard luggage: regular per-piece price
• Oversized luggage (golf bags, ski or snowboard bags, bicycles, strollers): the route's extra-bag fee + US$15 per piece

You'll see the total when you choose your luggage on the booking page.

Yes. Each piece must fit one of these two categories:

Max weight
Standard 32 kg
Oversized 25 kg

Max size
Standard 180 cm
Oversized 250 cm

Luggage over these limits may be declined or charged an extra handling fee. Not sure which size your luggage is? Just ask our customer support before you book.

Suitcases, backpacks, bags, briefcases, and cardboard boxes are all welcome. Bigger items like ski bags, golf bags, and strollers usually count as oversized luggage.

Yes. Every bag is covered up to US$500 for delay or loss at no extra cost.

When you book, you can raise the cover in US$500 steps for US$7.5 per bag per step, up to US$3,000 per bag (+US$37.5 per bag).

The cover doesn't include cosmetic or non-structural damage (scratches, dents, fabric wear, handles, wheels or zippers) or indirect losses. Please report any damage when you receive your bags, or within 24 hours for hotel deliveries. Full details are in our Terms of Service (Articles 12 and 13).

If a typhoon, earthquake, or other natural disaster causes major transportation disruptions or safety concerns, we’ll contact you by email as soon as possible.

If the service needs to be canceled for safety reasons, the booking will be canceled. Please note that refunds are not available in these circumstances.