Handling Delays or Issues

While Airportr aims to deliver your luggage smoothly and on time, occasional delays or issues can occur, often due to flight changes, customs processes, or operational factors. This guide outlines what to expect and how to resolve any concerns quickly.

1. Understand Common Causes of Delays

The most frequent causes of delivery delays include:

• Flight Delays: Late arrivals may impact scheduled delivery slots.

• Customs Inspections: Additional screening or declarations may extend clearance times.

• Incorrect or Missing Documentation: Delays can occur if customs forms or bag tags are incomplete or inaccurate.

• High Traffic Periods: Airport congestion and peak travel times can slow baggage collection and delivery.

Airportr monitors flight schedules and customs processes closely to minimise disruptions.

2. Stay Updated During the Process

To keep you informed:

• Airportr sends real-time updates via SMS and email.

• Tracking links provide live status updates on your bag’s collection and delivery.

• If a significant delay occurs, Airportr will contact you directly to explain next steps.

Always check your mobile notifications for any updates regarding your delivery.

3. Manage Missed Delivery Slots

If your original delivery slot cannot be met due to delays:

• Airportr will automatically reschedule the delivery to the next available slot.

• You will be contacted with the new delivery timing and options.

• In some cases, you may be offered the choice of an unattended delivery (subject to your prior consent).

No additional charges apply for rescheduling due to flight or customs delays.

4. Report Missing or Damaged Bags

If you suspect your luggage is missing or damaged:

• Review your tracking link first for the latest bag status.

• If your bag is not showing progress, contact Airportr Support immediately.

• For damaged bags, document any visible damage with photos and share them with support when reporting the issue.

Airportr will investigate with urgency and keep you informed throughout the resolution process.

5. Take Action if Customs Issues Arise

If customs holds your bag:

• Airportr will notify you with details of any duties, taxes, or inspections required.

• You may be asked to confirm or settle customs charges before delivery can proceed.

• Responding promptly to customs queries helps avoid further delays.

In rare cases where delivery cannot continue, you may need to collect your bag from a secure storage facility, which Airportr will clearly explain if applicable.

Contacting Customer Support

If you require assistance:

• Visit the Airportr Help Centre

• Click the Help button at the bottom of our website. Our virtual assistant will guide you and connect you to a human if needed.

Customer support is available seven days a week to assist with any queries or concerns.