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QUESTION |
ANSWER |
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Can I specify the collection/delivery time? |
For the airport, you can select both send-out and delivery time slots:
Suggested time choices:
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Can orders be canceled or changed? What's the deadline? |
A US$10 fee is charged for cancellations, and cancellations within 72 hours are non-refundable. Reservation changes must be made by noon the day before the service date (local time); changes beyond this time are not guaranteed without manual review, and an emergency handling fee of US$25 may be charged if changes are accepted. |
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Is the luggage calculated by weight? What are the size restrictions? |
Fees are calculated per item, regardless of weight or size. The weight limit per luggage is 70 pounds (32 kg), and the size is no more than 32 inches (180 cm in length and width combined). Your luggage may be a suitcase, cardboard box, backpack, bag, briefcase, ski bag, or stroller. If luggage exceeds these dimensions, we may decide not to accept it or may charge a handling fee. |
| QUESTION |
ANSWER |
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Is there a counter at the airport? |
No, our agent will wait for you at the designated airport meeting point to personally handle the luggage transfer. |
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Where should I meet the driver after arriving at the airport? |
You can find the airport meeting point here. Please make sure to check this information in advance, and if you have any questions about the meeting point, feel free to contact LuggAgent’s 24/7 customer support. |
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What if the driver or I is late? What if the flight is delayed? |
Please refer to this page for detailed instructions on how to handle delays. |
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QUESTION |
ANSWER |
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How should I inform the hotel about the service I booked? |
You can use the instruction document provided on this page to communicate with the hotel staff. |
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Can the service be used at Airbnbs (homestays) or self-check-in hotels? |
Yes, we do accept Airbnbs (homestays) and self-check-in hotels. Please select the Airbnb option when selecting the collection and delivery type. |
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Will the driver collect the luggage directly from me at the hotel? |
No, please make sure to leave your luggage at the hotel's reception. The time you leave your luggage at the hotel does not coincide with the time our agent collects it. After storing the luggage as instructed and providing a photo to our customer service, you may leave, and we will notify you when the luggage is collected according to the route. |
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How do I know if the driver has collected/delivered the luggage? |
We will update you on the status of your luggage via email in real time. You can also contact our customer service channels to inquire actively. |
| QUESTION |
ANSWER |
| How does delivery to an Airbnb or homestay work? |
For Airbnb or homestay, please provide:
This helps our driver find the location smoothly and prevents delays. |
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QUESTION |
ANSWER |
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What if I need to add luggage? |
Please contact our customer service directly, and we will collect the extra luggage fee through an online payment link. |
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Will the LuggAgent contact me after I book? |
You will receive a confirmation email and guidance documents within 24 hours of booking. Please join LuggAgent's customer service channels for further service.
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If I don't speak English, how can I communicate with the LuggAgent? |
Don’t worry, you can request the customer service staff of LuggAgent to communicate with you in the language you are familiar with. |
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What information will I need to provide? |
Different services require different information. Please refer to the guide sent after booking or visit this page for details. |
