Collecting your bags before online check-in opens
For some eligible British Airways and SWISS bookings, Airportr can collect your baggage before online check-in opens.
This process is known as Conditional Acceptance - we can collect your bag early, but that acceptance is conditional on you completing online check-in and obtaining a valid boarding pass before your bag reaches the airport.
When does this apply?
Conditional Acceptance is only available when:
- you're travelling on an eligible British Airways or SWISS booking; and
- your baggage collection is scheduled before online check-in opens.
It isn't available for all bookings.
What do I need to do?
As soon as online check-in opens, you must:
- complete online check-in; and
- obtain your boarding pass.
You don't need to send your boarding pass to Airportr. Our systems will automatically detect when you've checked in.
Important
Conditional Acceptance only allows us to collect your baggage before online check-in opens. It doesn't remove the requirement to check in online.
Your baggage can't be handed to your airline until you've successfully checked in online and obtained a valid boarding pass.
If online check-in isn't completed in time, we won't be able to check your baggage in. Instead, your bag will be returned to you at the airport so you can check it in directly with your airline. Please check in as soon as your airline allows to avoid this.
Frequently asked questions
I don't have a boarding pass yet. Can Airportr still collect my baggage?
Only if your booking is eligible for Conditional Acceptance. For most bookings, you'll need to complete online check-in and obtain your boarding pass before collection.
My airline says I must check in at the airport. Does Conditional Acceptance apply?
No. Conditional Acceptance only applies when online check-in hasn't opened yet. If your airline requires airport check-in, we won't be able to collect your baggage.
What happens if I don't check in before my bag reaches the airport?
We won't be able to check your bag in with the airline. It will be returned to you at the airport so you can check it in yourself.
See also: [Online Check-in & Boarding Pass Requirements] · [What happens on the day of my baggage collection?]
Online Check-in & Boarding Pass Requirements
To use Airportr's Departure Service, you'll usually need to complete online check-in before your baggage is collected.
Before your baggage collection
Before your scheduled collection, you must:
- successfully complete online check-in; and
- have a valid boarding pass.
Airportr does not issue boarding passes.
Having trouble accessing your boarding pass?
If you've completed online check-in but are having trouble accessing or downloading your boarding pass, try temporarily disabling any VPN active on your device and then try again.
If you're still unable to access your boarding pass, please contact your airline directly for assistance.
If your airline requires airport check-in
If your airline tells you that you must check in at the airport instead of online, we won't be able to collect your baggage. Unfortunately, airport check-in cannot be completed by Airportr on your behalf.
If online check-in hasn't opened yet
Some eligible bookings can still be collected before online check-in opens. For more information, see Collecting your bags before online check-in opens.
Frequently asked questions
Can Airportr collect my baggage if I haven't checked in online?
Usually, no. You'll need to complete online check-in and have a valid boarding pass before collection, unless your booking is eligible to be collected before online check-in opens.
My airline says "Airport check-in required." Can Airportr still collect my baggage?
No. If your airline requires airport check-in, we won't be able to collect your baggage.
Does Airportr issue boarding passes?
No. Your airline issues your boarding pass once you've completed online check-in.
Do I need to send Airportr my boarding pass?
No. Where supported, we'll automatically detect that you've checked in successfully.
What happens if my bag has already been collected but I haven't checked in when it reaches the airport?
Your bag can't be handed to the airline without a completed check-in and valid boarding pass. In that case, your bag will be returned to you at the airport so you can check it in directly.
See also: [Collecting your bags before online check-in opens] · [What happens on the day of my baggage collection?]
What happens on the day of my baggage collection?
Before your collection
Before your collection window begins, please make sure:
- Your baggage is packed, zipped and ready for collection.
- Any old airline baggage tags have been removed to avoid confusion.
- You've completed online check-in and have a valid boarding pass (unless your booking is eligible for collection before online check-in opens).
- You have your passport or national ID ready, along with your boarding pass, for every passenger whose baggage is being collected. Names must match exactly between ID and boarding pass.
- You're available during your chosen collection window. Our drivers can't wait beyond a reasonable window if bags or passengers aren't ready.
- If you're travelling with special items (e.g. sports equipment or oversized baggage), these must be declared during booking. Additional charges may apply if an item wasn't pre-booked or exceeds your airline's limits - please check your items are compliant with your airline's policies.
For more information about check-in requirements, see Online Check-in & Boarding Pass Requirements.
When our driver arrives
Our driver will:
- Confirm your booking details.
- Verify your identity and boarding pass for each passenger, where required. Without proper verification, baggage cannot be collected, in line with security regulations.
- Check your baggage is suitable for transport.
- Apply security seals and Airportr luggage tags to each bag, including any declared special items.
- Collect your baggage.
You'll receive a digital receipt for each collected item, including a unique tracking link so you can follow your baggage through to airline check-in. Keep this receipt until you reclaim your bags at your final destination.
Once your baggage has been collected, you'll also receive email and SMS confirmation that it's on its way to the airport.
After collection
Your baggage is securely transported to the airport. You can track its journey through your Airportr booking or your tracking link.
At the airport
Once your baggage reaches the airport, we'll check it in with your airline - provided you've successfully completed online check-in and have a valid boarding pass.
If you haven't checked in by the time your baggage reaches the airport, we won't be able to check it in with your airline. Instead, your bag will be returned to you at the airport so you can check it in directly.
After your baggage has been accepted by the airline, your tracking link will update and you'll receive confirmation that it's been checked in.
Need help?
If you have any questions before your collection, please contact our Support Team.
See also: [Online Check-in & Boarding Pass Requirements] · [Collecting your bags before online check-in opens]
Passenger Presence Requirements for Baggage Collection
This article covers who needs to be present at baggage collection. If your question is about when luggage can be collected relative to airline check-in opening, see Understanding Airportr → "Preparing for Collection" instead.
To use Airportr's baggage collection service, the correct passenger(s) must be present when your bags are collected. The exact requirements depend on your airline.
Before Checking Passenger Presence Requirements
The guidance below only applies if airline check-in can be completed before your scheduled baggage collection.
If your airline requires any passenger travelling on the booking to check in at the airport, Airportr will not be able to collect your baggage.
This may include situations where a passenger:
- must check in at the airport instead of online;
- cannot obtain their boarding pass before baggage collection;
- needs to complete passport, visa or other document checks in person; or
- is required by the airline to complete any other check-in process at the airport before travelling.
If you're unable to complete airline check-in before your scheduled baggage collection, you'll need to make alternative arrangements for your baggage. If you've already booked Airportr, you can cancel your booking in accordance with our cancellation policy.
When Only the Lead Passenger Must Be Present
Once airline check-in has been completed and the required boarding passes are available before your scheduled baggage collection, only the lead passenger (the person who made the Airportr booking) needs to be present for the following airlines:
- British Airways
- Lufthansa
- SWISS
- Austrian Airlines
- Singapore Airlines
- Edelweiss
The lead passenger must be available to hand over all baggage included in the booking.
When All Passengers Must Be Present
Once airline check-in has been completed and the required boarding passes are available before your scheduled baggage collection, all passengers travelling on the booking must be present for the following airlines:
- Virgin Atlantic
- easyJet
- KLM
This is because these airlines require all passengers to be present when their baggage is collected.
Travelling on Separate Bookings
If you're travelling together but have separate Airportr bookings, the passenger presence requirements apply to each booking individually.
For example, if two people have made separate Airportr bookings, each booking must meet the applicable passenger presence requirements for that airline.
Handling Special Items (e.g., Fragile, Oversized)
Airportr can collect and check in special items, including oversized, fragile, or irregularly shaped luggage. This guide explains how to prepare special items for collection, what restrictions apply, and what you should expect throughout the handling process.

1. Identify What Qualifies as a Special Item

Special items typically include:
- Sports equipment (e.g., golf bags, skis, snowboards, bicycles)
- Musical instruments
- Large suitcases exceeding standard size limits
- Boxes (regardless of standard size limits)
- Fragile or delicate items requiring extra care
If your item is larger or shaped differently from standard checked luggage, it should be treated as a special item.

2. Declare Special Items During Booking

When booking your Departure Service:
- Indicate if you have any oversized or special items.
- Provide accurate dimensions and weight if prompted.
- Confirm if your airline allows the transport of such items.
Declaring special items at booking ensures Airportr can allocate the correct resources and time for your collection.

3. Pack Special Items Properly

Special items must be securely packed before collection:
- Use hard-sided cases or specialist containers designed for transport.
- Protect fragile areas with internal padding.
- Remove or secure detachable parts (e.g., bicycle pedals, guitar straps).
Airportr cannot supply specialist packaging at collection, so it must be completed in advance.

4. Comply with Airline Size and Weight Limits

Ensure your special item complies with your airline’s rules:
- Maximum weight typically remains 32kg unless otherwise accepted by your airline.
- Oversized dimensions may incur airline surcharges.
- Verify specific requirements for your type of item with your airline before booking Airportr.
Airportr will check in the item as part of your baggage allowance or pay excess charges on your behalf if necessary.

5. Understand Additional Fees

Handling special items may involve additional costs:
- An extra fee may apply for oversized or fragile items, depending on your booking and airline.
- If excess baggage fees arise at airline check-in, the cost will be charged to the payment card you provided during booking.
- All charges will be confirmed via email after completion.
Always review your booking summary carefully for any applicable special item charges.

6. Ensure Accessibility for Collection

When preparing for collection:
- Have your special item packed, ready, and accessible at the collection location.
- Inform the driver immediately upon arrival about any fragile or oversized items.
- Allow additional time for verification, sealing, and safe loading.
Failure to prepare special items properly may result in refusal to collect or delays.

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.
Tracking Your Bags
Airportr ensures that you can track your luggage every step of the way after collection. This guide explains how the tracking system works, when you will receive updates, and what to do if you need further assistance.

1. Receive Your Tracking Link

After your bags are collected:
- You will receive a confirmation email and SMS from Airportr.
- These messages include a personalised tracking link for your bags.
- The tracking link is unique to your booking and covers all collected items.
Keep the email and SMS handy so you can easily access the tracking page.

2. Monitor Your Bag Status

Using your tracking link, you can view real-time updates, including:
- Collection Confirmed: Your bags have been collected and sealed by the driver.
- In Transit to Airport: Your bags are securely on their way to the airport.
- Checked-In with Airline: Your bags have been handed over and checked in with your airline under your booking details.
Status updates will appear automatically on the tracking page as each stage is completed.

3. Understand Check-In Confirmation

Once Airportr checks in your bags at the airport:
- You will receive a final confirmation update via email or SMS.
- The update will state that your bags have been accepted by your airline.
- From this point, your bags are managed by the airline for your flight.
Please retain your original airline boarding passes for reference at the airport and destination.

4. Track Multiple Bags

If you have multiple bags:
- All bags collected under the same booking reference will be tracked together.
- The tracking page will show the number of bags associated with your collection and check-in.
- If any issues arise with individual bags, you will be contacted directly.
5. Know When to Contact Support

While tracking issues are rare, you should contact support if:
- You have not received your tracking link within 30 minutes of collection.
- Tracking shows no updates after a significant period.
- You have specific questions about your baggage status after check-in.
See below for how to get help.

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.
Preparing for Departure Service
To ensure a smooth and successful Airportr Departure Service experience, it is important to prepare correctly ahead of your scheduled luggage collection. This guide explains each step to take before your driver arrives.
1. Complete Your Online Airline Check-In
Before your Airportr collection:
- Complete the online check-in process with your airline.
- Obtain boarding passes for all passengers whose bags will be collected.
- Boarding passes must be available (printed or digital) at the time of collection.
Important:
Without completed online check-in and valid boarding passes, Airportr cannot collect your luggage.
Note: For British Airways and SWISS, an exception applies - if collection is scheduled more than 24 hours before departure and online check-in has not yet opened, a passport alone is accepted at collection (online check-in must still be completed before Airportr hands the bags to the airline). See Understanding Airportr → 'Preparing for Collection' for full details.

Do I need to send all my bags through Airportr?
No - you can send just some of your bags through Airportr and check in the rest yourself at the airport. There's no requirement to use the service for your full baggage count.
2. Prepare Valid Identification
You must present valid identification during collection:
- Accepted forms of ID: Passport or National Identity Card (photo ID).
- All passengers whose luggage is being collected must be present with their ID.
- Ensure names on IDs match the flight booking and boarding passes.
This step is a regulatory requirement to verify the ownership of all checked-in luggage.
3. Pack Your Bags According to Airline Rules
When packing:
- Comply with your airline’s baggage size and weight restrictions.
- Ensure no bag exceeds 32kg (unless otherwise accepted by your airline).
- Follow all airline guidelines regarding restricted and prohibited items.
- Ensure your luggage is securely packed and ready for collection.
Tip:
If unsure about baggage restrictions, check directly with your airline before packing.
4. Label Your Bags Clearly
Although Airportr provides seals and tags during collection:
- Attach any personal ID labels you normally use.
- Remove old airline bag tags to avoid confusion during the check-in process.
Clear labelling ensures smooth handling throughout the baggage journey.
5. Ensure Accessibility at Collection
To facilitate collection:
- Be present at the address during the agreed time slot.
- Have all bags ready and easily accessible for the driver.
- Ensure access instructions (e.g., intercom codes) are shared if collection is from a building with restricted access.
Delays may result in rescheduling charges or missed services.
6. Prepare for Special Items (If Applicable)
If you are travelling with special baggage (e.g., sports equipment or fragile items):
- Confirm eligibility with Airportr in advance.
- Ensure special items are appropriately packed and comply with airline policies.
- Declare oversized or special items during the booking process.
Additional charges may apply for oversized or non-standard items.
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.

Online Check-in & Boarding Pass Requirements

Updated September 22, 2026 09:25

To use Airportr's Departure Service, you'll usually need to complete online check-in before your baggage is collected.

Before your baggage collection

Before your scheduled collection, you must:

successfully complete online check-in; and
have a valid boarding pass.

Airportr does not issue boarding passes.

Having trouble accessing your boarding pass?

If you've completed online check-in but are having trouble accessing or downloading your boarding pass, try temporarily disabling any VPN active on your device and then try again.

If you're still unable to access your boarding pass, please contact your airline directly for assistance.

If your airline requires airport check-in

If your airline tells you that you must check in at the airport instead of online, we won't be able to collect your baggage. Unfortunately, airport check-in cannot be completed by Airportr on your behalf.

If online check-in hasn't opened yet

Some eligible bookings can still be collected before online check-in opens. For more information, see Collecting your bags before online check-in opens.

Frequently asked questions

Can Airportr collect my baggage if I haven't checked in online?
Usually, no. You'll need to complete online check-in and have a valid boarding pass before collection, unless your booking is eligible to be collected before online check-in opens.

My airline says "Airport check-in required." Can Airportr still collect my baggage?
No. If your airline requires airport check-in, we won't be able to collect your baggage.

Does Airportr issue boarding passes?
No. Your airline issues your boarding pass once you've completed online check-in.

Do I need to send Airportr my boarding pass?
No. Where supported, we'll automatically detect that you've checked in successfully.

What happens if my bag has already been collected but I haven't checked in when it reaches the airport?
Your bag can't be handed to the airline without a completed check-in and valid boarding pass. In that case, your bag will be returned to you at the airport so you can check it in directly.

Online Check-in & Boarding Pass Requirements

Before your baggage collection

Having trouble accessing your boarding pass?

If your airline requires airport check-in

If online check-in hasn't opened yet

Frequently asked questions

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