How LuggAgent works

1. Book online. Choose where your bags start and end — airport, hotel or homestay — the date and the number of bags. You'll see the full price before you pay and get a confirmation email right away.
2. Hand over your bags. At a hotel, leave them at the front desk by your send-out time (09:00–11:00) — no need to wait for the driver. At the airport, meet our agent at the meeting point in your confirmation. At an Airbnb or homestay, our driver meets you in person.
3. We deliver the same day. Your bags are photographed at send-out and delivery, and you can follow the status on the tracking page and by email.
4. Collect them at your next stop. Hotel deliveries arrive by 18:00 or 21:00, depending on the option you choose. At the airport, our agent hands your bags back to you in person.

More detail: Hotel to Hotel · Airport to Hotel · Hotel to Airport · Airbnb & homestay delivery

• Prices are set per route. The base price covers 2–4 bags depending on the route; each extra bag has a fixed per-bag price.
• Oversized items (golf bags, ski or snowboard bags, bicycles, strollers): the route's extra-bag fee + US$15 per piece.
• Airbnb, homestay or accommodation without a front desk: US$15–40 per homestay location, depending on the city (send-out or delivery).
• Overnight storage: we can hold your bags for 1–10 nights and deliver them later, at US$10 per bag per night.
• You pay online by card when you book (processed securely by Stripe). The total on the booking page is what you pay — no hidden fees.

See starting prices for every country on the destinations page, or get an exact quote on the booking page.

• Booking deadlines vary depending on the service and route. Most services need to be booked at least 24–72 hours before the service time.
• The exact cutoff for your route is shown on the booking page.

Missed the deadline? You can still book for tomorrow or later with a rush fee (35% of the delivery fee, minimum US$25).

Every bag is covered up to US$500 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).

Cover applies to delay or loss. It doesn't include cosmetic or non-structural damage (scratches, dents, wheels, handles, zippers) or indirect losses. Please report any damage at delivery, or within 24 hours for hotel deliveries.

• Changes are free until 00:00 three days before your service date. After that we can't guarantee the change; if we can accept it, a US$25 rush fee applies.
• Cancellations before 00:00 three days before your service date have a US$10 handling fee. Later cancellations are non-refundable.
• Refunds go back to your original payment method in about 7–14 business days.

Full details: Refund Policy and Terms of Service.

Insurance

Every bag is covered up to US$500 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). This coverage applies to luggage delay and loss.

This coverage does not include external, cosmetic, or non-structural damage to the luggage (such as scratches, dents, fabric wear, handles, wheels, or zippers), nor any indirect or consequential losses, including loss of working time.

Any damage must be reported immediately upon delivery, or within 24 hours for hotel deliveries. Claims reported after this period will not be accepted. Any goodwill gesture offered by the company is made without admission of liability.

Airport Handover

At least 60 minutes after the flight arrival as collection time, and at least 120 minutes before the flight departure as delivery time is suggested.

Refund

Cancellations made before 00:00, three days before the service date, are subject to a US$10 handling fee. Cancellations after that time are non-refundable. Please see our Refund Policy for details.

Modification

Change before 00:00, 3 days before the service date. After the deadline, services are not guaranteed and require manual review. If changes and reservations are accepted, an emergency processing fee of US$25 will be charged.

(Example: Service date Oct 10 -> change before Oct 7, 00:00)

Add bags

• If there are any additional bags collected, the client will be charged by LuggAgent directly via online payment method.
• Oversized items (golf bags, ski/snowboard bags, bicycles): extra-bag fee + US$15 per piece.

Dimension

Luggage must not weigh more than 32 kg (70 lbs), and its length and width must not total more than 180 cm. Your luggage can be a suitcase, carton box, backpack, bag, briefcase, ski board bag or stroller.

If the luggage does not meet any of the legal rules, it will be refused even if the booking is a success. You must bear all the losses and any legal liabilities.

Customer Late Situation

< Any case when the client is reachable >

Free waiting for the first 30 mins. We will charge the client US$10 for every 15 mins after the first 30 mins of free waiting.

< Hotel Collection >

If the driver arrived at the hotel but is unable to receive the luggage nor contact the customer through the front desk or any SNS, LuggAgent reserves the right to cancel the order without refund.

< Airport Collection >

1. Flight is not delayed: 30 mins of free waiting policy is applied. After 30 minutes, if we are unable to receive the luggage, nor contact the client, LuggAgent reserves the right to cancel the order without refund.

2. Due to flight delays leading to delayed handover:

   • Within one hour, we will automatically extend the handover time based on the actual flight delay time.
   • If the delay is more than one hour, we reserve the right to cancel the order and refund 50% of the service fee.

   We recommend choosing a pickup time at least 1 hour after your flight lands, so you have enough time for immigration and baggage claim.

3. Flight arrives earlier than scheduled: Since vehicle routes are arranged the day before, if a flight arrives early, we can only try to dispatch vehicles based on the situation on the day. Unfortunately, we cannot guarantee that luggage can be delivered ahead of schedule.

< Airport Delivery >

This situation of a no-show at the airport is rare, but if it happens, we will go to the boarding counter of the flight provided by the customer to inquire if they have shown up. If the boarding counter has closed and we are unable to reach the customer, we will store their luggage in an electronic locker and then provide the locker location and code via email and messaging software to the customer, who can retrieve their luggage at their own expense from the locker.

Driver Late Situation

We will compensate US$10 for every 15 mins with a gift card for the LuggAgent official website after the first 30 mins of free waiting. If the driver exceeds the time limit and the luggage cannot be delivered to the flight, we will send the luggage to the customer by FedEx or DHL.