Overall it wasn’t too bad, I was surprised that bags aren’t delivered until after 3pm, I have lived in Canada and Switzerland and they deliver from 9am to 9pm I was also disappointed that only one o... See more
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Review summary
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Reviews shaping this summary
Having lost my luggage i couldnt fault British Airways on their response. However i felt this was undermined by Ecourier. To be notified that my luggage had been delivered, when there was no delivery... See more
The airline left my bag behind in Glasgow so ecourier air had the task of reuniting me with my suitcase which contained important medicines. The communication from Vanessa was caring and speed... See more
Obviously having your bags delayed by non arrival from a long haul flight is a stressful and upsetting experience and sadly when three of four bags did not arrive it was horrible. After two days we re... See more
Company details
Written by the company
eCourier Air provides baggage repatriation services across the UK. Our aim is to reunite you with your baggage as quickly as possible.
Contact info
Unit 2 Riverside Cargo Centre, SL3 0HF, Buckinghamshire, United Kingdom
- 03456464464
- contact@ecourierair.co.uk
- ecourierair.co.uk
3.1
Average
256 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 68% of negative reviews
Typically replies within 48 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Would give no stars if possible.have…
Would give no stars if possible.have not answered phone or replied to email therefore cannot contact them.messaged to say bag would arrive today after 15:25 and now changed to16:48.I find it highly unlikely as tracking shows driver at warehouse stil,which incidentally means it would never arrive after15:22,so the changes of it arriving 25 miles away in rush hour traffic are remote
26 June 2026
Unprompted review
Reply from ecourier air
Thank you for taking the time to leave a review.
We are very sorry for the frustration and inconvenience caused while waiting for your baggage delivery.
We completely understand how stressful it is to be without your belongings, especially when expected delivery updates are missed or communication is not clear enough. This is not the level of service we want customers to experience.
We are currently supporting British Airways following a significant baggage disruption, which has led to a much higher volume of delayed baggage deliveries than usual. This has unfortunately placed extra pressure on our delivery and customer service teams, and we appreciate that this has impacted response times and delivery updates.
Please be assured that our teams are working through the backlog as quickly as possible and are prioritising outstanding baggage deliveries. We are also reviewing the communication issues raised, including phone, email, live chat and tracking updates, as we recognise how important it is for customers to receive clear and timely information.
We sincerely apologise again for the delay and for the inconvenience caused. Please contact us with your baggage reference number so we can look into your delivery directly and provide an update.
baggage@ecourierair.co.uk
Best regards,
Team eCourier Air
The staff I spoke to on the phone were…
The staff I spoke to on the phone were all really lovely and helpful
And the young man that delivered my suitcase so polite and smiley
Wasn’t sure I’d see my case again after all the luggage was taken on flight from Lanzarote on Tuesday lunchtime as plane weighed too much !!
Thank you again 🥰
20 June 2026
Unprompted review
Reply from ecourier air
Thank you for taking the time to leave us a review.
We greatly appreciate your feedback and are delighted to hear your positive comments.
Best regards,
Team eCourier Air
no info at all re our lost…
no info at all re our lost luggage,which includes vital medicines!!!!!!
16 June 2026
Unprompted review
Absolutely terrible
Absolutely terrible. I have been waiting since 31st May for my suitcase, the website sends incorrect information - updates are wrong and no sign of luggage. Impossible to get hold of on the phone. Completely incompetent.
4 June 2026
Unprompted review
Reply from ecourier air
Thank you for taking the time to leave us a review. We greatly appreciate your feedback and are delighted to hear your positive comments.
Best regards,
Team eCourier Air
Would leave zero stars if I could
Would leave zero stars if I could. Total lack of communication, website claiming bag had been delivered when it had not. No reply to online request for information, phone call left on hold for 30 minutes then disconnected. If the airlines are paying this outfit more than 50p to deliver a bag, they are being ripped off.
3 June 2026
Unprompted review
If I could would do minus
If I could would do minus . Worst service . On top the driver Rav if I got the name rights was not nice . It was nightmare tracking the bag and zero communication about the luggage
30 May 2026
Unprompted review
Unacceptable Service
It’s been a week now. No case. I’ve been given time slots and they have not managed to return my case even though the driver was just 14 miles from me one day. My bag has an air tag inside. He turned around yet declared it was a failed attempt
After some communication yesterday I was assured my bag would arrive. It didn’t yet received an email suggesting it had been delivered and signed for. I cannot even get hold of anyone to arrange for me to pick it up myself
I can still see where my case is yet cannot contact anyone to enable me to pick it up
24 May 2026
Unprompted review
Absolutely useless zero customer…
Absolutely useless zero customer service no one answers phone no sign of bags after 4 days and still waiting
Live chat non existent awful company
28 May 2026
Unprompted review
Update
Update
Just heard from BA ecourierair stating that they have delivered the bag. They have not and the second time this has happened. No replies to more emails and calls get off after 30 minutes. Completely disgusting service from both ecourierair and British Airways.
28 May 2026
Unprompted review
Absolutely appalling service from…
Absolutely appalling service from Ecourier Air. British Airways passed my suitcase over to them for delivery, and I have now been waiting over a week with absolutely no resolution or communication.
It is impossible to get through to anyone — phone lines go unanswered, live chat is useless, and emails are completely ignored. Their customer service is non-existent.
The tracking portal is an absolute joke. Every single day it shows my luggage as “out for delivery” with fake delivery time slots, forcing me to take time off work waiting around for a suitcase that never arrives. No updates, no accountability, and no explanation.
At this point, I still do not have my luggage and nobody seems capable of telling me where it is or when I will actually receive it. Completely unreliable, unprofessional, and incredibly stressful experience. I would never use this company again and would strongly advise others to avoid them.
27 May 2026
Unprompted review
Once I got to communicate with Vanessa…
Once I got to communicate with Vanessa all my problems disapppeared , we have been waiting for our suitcases etc for over 3 days and she sorted within 30 minutes !!!
27 May 2026
Unprompted review
Bag delayed for more than 2 days
Bag delayed for more than 2 days. Tracker on web is never updated so unclear what is happening. Company do not reply to emails (so please don't give a template response asking me to email you) or answer their phone. They have live chat on their website but have turned it off.
25 May 2026
Unprompted review
I appreciate that you are busy after…
I appreciate that you are busy after the terminal 5 nightmare, but I just want to know if I can go and collect my bags rather than waiting for them to be delivered. No answer to emails, live chat turned off and no one answers the phone. Please can someone just confirm if I can come and collect them, I have had an email saying you definitely have them
23 May 2026
Unprompted review
Reply from ecourier air
Thank you for taking the time to leave a review.
We are very sorry for the frustration and inconvenience caused while waiting for your baggage delivery.
We completely understand how stressful it is to be without your belongings, especially when expected delivery updates are missed or communication is not clear enough. This is not the level of service we want customers to experience.
We are currently supporting British Airways following a significant baggage disruption at Terminal 5, which has led to a much higher volume of delayed baggage deliveries than usual. This has unfortunately placed extra pressure on our delivery and customer service teams, and we appreciate that this has impacted response times and delivery updates.
Please be assured that our teams are working through the backlog as quickly as possible and are prioritising outstanding baggage deliveries. We are also reviewing the communication issues raised, including phone, email, live chat and tracking updates, as we recognise how important it is for customers to receive clear and timely information.
We sincerely apologise again for the delay and for the inconvenience caused. Please contact us with your baggage reference number so we can look into your delivery directly and provide an update.
baggage@ecourierair.co.uk
Best regards,
Team eCourier Air
Please stay clear from ecourierair UK
Please stay clear from ecourierair UK
They don't deliver when they specify you a date and time their customer service agents don't reply to any calls or emails and their online tracking system is useless and doesn't show where and when they will deliver . They were supposed to have delivered my lost BA bag yesterday and yet I am here still waiting , no updates no textes no nothing absolute shambles from starting with BA who have now given me a bigger problem with ecourierair ... Please never use this company they are the worst courier company I have ever come across.
21 May 2026
Unprompted review
Reply from ecourier air
Thank you for taking the time to leave a review.
We are very sorry for the frustration and inconvenience caused while waiting for your baggage delivery.
We completely understand how stressful it is to be without your belongings, especially when expected delivery updates are missed or communication is not clear enough. This is not the level of service we want customers to experience.
We are currently supporting British Airways following a significant baggage disruption at Terminal 5, which has led to a much higher volume of delayed baggage deliveries than usual. This has unfortunately placed extra pressure on our delivery and customer service teams, and we appreciate that this has impacted response times and delivery updates.
Please be assured that our teams are working through the backlog as quickly as possible and are prioritising outstanding baggage deliveries. We are also reviewing the communication issues raised, including phone, email, live chat and tracking updates, as we recognise how important it is for customers to receive clear and timely information.
We sincerely apologise again for the delay and for the inconvenience caused. Please contact us with your baggage reference number so we can look into your delivery directly and provide an update.
baggage@ecourierair.co.uk
Best regards,
Team eCourier Air
BA found lost bag on Tuesday still not arrived Friday
BA found lost bag on Tuesday.
Now Friday. Still no bag from Ecourier.
Said on Ecourier tracking up would be delivered Thursday between 11.33 and 13.23. Tracked van past Leicester. Over 60 miles away.i am 20 miles from depot.
Now Friday.
Bag still undelivered.
Ecourier not answering phone or Chatbot or emails. Appalling service.
22 May 2026
Unprompted review
Reply from ecourier air
Thank you for taking the time to leave a review.
We are very sorry for the frustration and inconvenience caused while waiting for your baggage delivery.
We completely understand how stressful it is to be without your belongings, especially when expected delivery updates are missed or communication is not clear enough. This is not the level of service we want customers to experience.
We are currently supporting British Airways following a significant baggage disruption at Terminal 5, which has led to a much higher volume of delayed baggage deliveries than usual. This has unfortunately placed extra pressure on our delivery and customer service teams, and we appreciate that this has impacted response times and delivery updates.
Please be assured that our teams are working through the backlog as quickly as possible and are prioritising outstanding baggage deliveries. We are also reviewing the communication issues raised, including phone, email, live chat and tracking updates, as we recognise how important it is for customers to receive clear and timely information.
We sincerely apologise again for the delay and for the inconvenience caused. Please contact us with your baggage reference number so we can look into your delivery directly and provide an update.
baggage@ecourierair.co.uk
Best regards,
Team eCourier Air
An amazing team working endlessly at…
An amazing team working endlessly at the moment who went above and beyond to help me!
22 May 2026
Unprompted review
Baggage not being delivered
The company keeps giving me delivery date/times for my delayed baggage and then not turning up! It's been a week without baggage now.
Tracking on their website doesn't work (state an ETA of 18th May) and they will not pick up their telephone so you can't get help from anyone.
Terrible service!
21 May 2026
Unprompted review
Reply from ecourier air
Thank you for taking the time to leave a review.
We are very sorry for the frustration and inconvenience caused while waiting for your baggage delivery.
We completely understand how stressful it is to be without your belongings, especially when expected delivery updates are missed or communication is not clear enough. This is not the level of service we want customers to experience.
We are currently supporting British Airways following a significant baggage disruption at Terminal 5, which has led to a much higher volume of delayed baggage deliveries than usual. This has unfortunately placed extra pressure on our delivery and customer service teams, and we appreciate that this has impacted response times and delivery updates.
Please be assured that our teams are working through the backlog as quickly as possible and are prioritising outstanding baggage deliveries. We are also reviewing the communication issues raised, including phone, email, live chat and tracking updates, as we recognise how important it is for customers to receive clear and timely information.
We sincerely apologise again for the delay and for the inconvenience caused. Please contact us with your baggage reference number so we can look into your delivery directly and provide an update.
baggage@ecourierair.co.uk
Best regards,
Team eCourier Air
No customer service response after 6 days of bag in warehouse
We had to Leave LHR T5 without our two bags last Friday. One bag has since been delivered (great thank you), but the other bag is still showing as in Ecourierair warehouse. No one answers the phone, or email and Chat isn't working. How can I contact Ecourierair to resolve this problem?
22 May 2026
Unprompted review
Reply from ecourier air
We’re sorry to hear that you’ve had a difficult experience. We understand how important it is to receive your luggage promptly.
Currently, we are supporting British Airways through a period of significant operational pressure. This has resulted in a much higher volume of deliveries than usual, but our teams are dedicated to clearing the backlog and are working 24/7 to support affected passengers.
To help us track down your items immediately, please email us at baggage@ecourierair.co.uk with any job references you have. We appreciate your patience while we work to resolve this.
Best regards,
Team eCourier Air
ECourierAir on behalf of British Airways
British Airways provided my bag to ECourierAir in London this morning. I'm leaving on a cruise tomorrow morning from a hotel in Southampton. Have tried calling, emailing & chatting on website since I have tracking #, but it is useless. Airtag shows bag just sitting in London. I must go out and spend hundreds of dollars to replace everything. Do NOT use ECourierAir if you have a choice.
20 May 2026
Unprompted review
Reply from ecourier air
We’re sorry to hear that you’ve had a difficult experience. We understand how important it is to receive your luggage promptly.
Currently, we are supporting British Airways through a period of significant operational pressure. This has resulted in a much higher volume of deliveries than usual, but our teams are dedicated to clearing the backlog and are working 24/7 to support affected passengers.
To help us track down your items immediately, please email us at baggage@ecourierair.co.uk with any job references you have. We appreciate your patience while we work to resolve this.
Best regards,
Team eCourier Air
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