FAQ

QUESTION

Can I specify the collection/delivery time?

For airports, collection/delivery times can be specified. For hotels, times cannot be specified. Airport times are set according to flight times with a 30-minute buffer. collection time is 1.5 hours after flight arrival, and delivery is 2 hours before flight departure. For hotels, collection must be completed by 11am, and delivery will be done by 9pm the same day.

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.

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.

ANSWER

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.

Where should I meet the driver after arriving at the airport?

After booking, you will receive a confirmation email with a document detailing the airport meeting point. Please make sure to check this information. This page also provides details on the meeting point.

What if I or the driver is late? What if the flight is delayed?

Please refer to this page for detailed instructions on how to handle delays.

QUESTION

ANSWER

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.

Can the service be used at guesthouses or self-check-in hotels?

Currently, we do not provide services for accommodations without a reception desk.

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.

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

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.

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.

• Instagram: https://www.instagram.com/luggagent/
• Facebook: https://www.facebook.com/LuggAgent/
• LINE Chat: https://lin.ee/x20Wxrv
• WhatsApp: https://wa.me/886900636964
• WeChat: http://weixin.qq.com/r/MR3fx5rElcfqrd6k90gj

If I don't speak English, how can I communicate with the LuggAgentt?

Don’t worry, you can request the customer service staff of LuggAgent to communicate with you in the language you are familiar with.

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.