ecourier air Reviews 

We were caught in the BA T5 fiasco on Friday 15/5 after being forced by the gate staff to check our carry on against our will in Nice. Our missing bag report asked for the bag to be delivered to our hotel asap as we had a wedding on 16th and no later that 10am on 17th as we were returning to France. No bag... Since then we have tried in vain to get the bag back from ecourier- they ignore emails from us and BA, don't answer the phone and the live chat is dead. Yesterday a human from Ecourier arrived with the bag at the hotel and were told to return the bag to BA as we had checked out three days earlier (as stated on the missing bag report). This morning we received an email from Ecourier to say that another attempt would be made to deliver to the hotel again tonight- despite BA requesting the bag back and the hotel telling the delivery courier that we were mo longer at the hotel. Utter incompetence during a truly traumatic time- we are bring re- traumatised over and over again and cannot seem to get out of this kafkaesque nightmare

Update- in response to ecourier’s reply to my review, I have sent an email to the implied dedicated baggae email address but it remains to be seen whether they action that message seeing as they have ignored all others
Update 2- the email to the dedicated baggage inbox elicited a response, for which I am very grateful. However, their timeline as described in that response bore no connection to the reality. They said they only made one attempt to deliver to our hotel and that was on 18th, and, since then, our bag has been “on hold”. (Even if this were the truth, why has our bag been in no- man’s land, without action since 18th??)
The facts are that the company made an attempt to deliver to our hotel at the very least on Wednesday, were told that we had left on Sunday, and still again tried to deliver yesterday afternoon- the delivery attempts on Wednesday and yesterday don’t show up in the tracking. The hotel is so frustrated that they took photos yesterday, and, at our request, put a label on the bag saying “return to BA”.
I pointed all this out in my response to this morning’s email, but, since then, silence- and certainly no confirmation that our bag has been returned to BA for onward delivery to us in France. (It’s a week today that this nightmare began)

Update 3
Another response 2hours ago from ecourier describing the issue at hand according to whatever information the respondent had access to; the problem is that that account bore no connection to the reality. Eg saying the only attempt to deliver to the hotel was on 18th and that the bag had been placed “on hold” (18th was already outside the delivery window as we stated on our missing baggage report) none of which is recorded in the tracking on ecourier’s site. In reality, two delivery attempts have been made, notably Wednesday 20th and again yesterday 21st- the latter of which the hotel, not believing the never- ending fiasco, took a photo of our bag.
The respondent in the latest message to me says they have located our bag, but cannot give a guarantee that it will be returned tonight to BA. Furthermore, I subsequently asked (2hours ago) for a photo of my bag and the plan for getting the bag back to BA, but silence… To reiterate, I really appreciate this direct engagement and the efforts of whoever is responding to me, but it’s clear that there is something seriously amiss in the record- keeping at ecourier, and BA must, by definition, be exposing themselves to claims of negligence in passing our bags to a company that is not contactable quickly by and whose systems are a mess

BA say they have passed my bag to this company 2 days ago

No contact from them

Email,phone,chat function,instagram all ignored. It’s so frustrating I just want my delayed bag

I hope ecourierair see this review and act urgently and I am willing to amend my review based on the service I will receive when they contact me

Awful company, text with tracking link which didn’t work. By the time I worked out how to manually track they had tried to deliver my case. (never tried a neighbour or called me) Case went back to depot, re sent out a few hours later but tracking now says I’m number 12 and driver is on drop 14??? It’s 8pm and the driver is 2 hours away in Oxford. I go on a break tomorrow so god knows what will happen. I’ve emailed 3 times - nothing. Called over 20 times and after holding music for 30 minutes it just ends the call. Live chat been disabled.

This company’s customer service is appalling.

BA advised that my bag was picked up yesterday morning. Ecourier’s website says that they aim for same day delivery for bags received before 2pm within a certain radius from Heathrow. I live in west London so had hoped this would apply.

The tracking just says to wait for communication and I’ve received no update in over 24 hours. Due to a flight cancellation, I’ve now been separated from my luggage for 4 days.

I’ve emailed multiple times and I waited on the phone for 30 minutes and was disconnected. I am taking time out if my work day to resolve this. The chat on the website cuts off the conversation before you can write anything.

This service is unacceptable and the company clearly has no empathy or understanding for people having their personal items separated through no fault of their own, when they are the last stage in a stressful process for passengers with lost baggage. I am at a loss for what to do when they have effectively cut off all lines of communication.

Absolutely appalling service. There is zero visibility on where your baggage is, when it will be delivered, or whether anyone is even handling it.

I tried contacting Ecourier Air by both email and phone and received no response whatsoever. Then, completely out of the blue, I received a call from someone saying they were outside my apartment with my delayed bag — with no prior delivery window, no tracking update, and no warning — while I was not home.

For a company handling delayed airline baggage, this level of communication and service is unacceptable. British Airways should be seriously concerned and frankly embarrassed that their passengers’ delayed luggage is being handled this poorly.

Vanessa and her team were so helpful and kind while we located our bags! We saw first hand how everyone at their facility is working hard to get everyone their things back

Really bad - you can't get hold of anyone to find out about your luggage! You hold for 30 minutes it starts ringing you think you are actually going to finally speak to someone and then they hang up on you - this happened to me three times. You go online your delivery time is still there and was three hours ago - you email, use there online chat and nothing - no information, you have no idea where you luggage is or when it will be delivered - total cowboy operation.

Delayed delivery and impossible to contact. BA handed bag to them on 16 May and delivery scheduled for 17 May but never arrived. Impossible to contact anyone by chat box or phone and no response to email enquiry. Tracking on line appears wildly unreliable. No bag after 3 days in their hands. Disappointing!
Bag arrived 20 May. Understand the current pressures but better communication would have been welcome.

I rang this morning to try and locate my case as there was a major baggage failure last Friday. Vanessa was so helpful. Went above and beyond to find my case. I then drove to collect it and she was so lovely . Thank you so much again for helping me at this stressful time .

Nightmare - i thought online tracking doesnt work - it turn out ecourier is so so slow - no response from customer support I emailed them 6 times and never got a single response. I called but no one is answering the phones and it shuts off after 30mins. I contacted BA and even they said it should have been delivered 2 days ago. You know your in a really really bad way when you're slower than BA. These people dont give a damn.

Shocking company with no way of contact. Yet another issue with BA losing bags or unable to deliver baggage. Waiting on 4 bags to arrive. Delivery tracking is shocking with time changing constantly, deliver driver stated they’d attempted delivery which is a lie, no way of contacting them to establish the next steps as line just rings out and hangs up after 30 mins. Chat option closes immediately and they ignore emails. No idea when we’ll be receiving our luggage.

There is absolutely zero update or customer service.
BA sent a msg on Fri 15th May, saying delivery assigned.
Ecourier air have said absolutely nothing, no update other than that they have the bag on their website

Called on 16th, was told it will be delivered on Sun 17th.

Tried calling twice today, each time waited 30 mins only to be disconnected at the end.

Service?

Dreadful. Got an email saying my bag had been delivered to them by BA early on Saturday morning. Waited to be given a timeslot. None came. Emailed. I live 20 mins from Heathrow so it didn't seem too much to hope for same day delivery. Reply said yes, it will be delivered today. It wasn't. Emailed Saturday night asking where it was. Reply said it will be delivered tomorrow. Still no timeslot by 11.30am Sunday. Kept trying the chatbot which doesn't work. Called and held for 30mins then got cut off when I got to front of queue. Googled the address, drove to the warehouse, walked in and found my bag (which was sitting at the back and not being loaded onto any of their vans so clearly wasn't about to be delivered). The warehouse staff were perfectly pleasant but this is just too chaotic and understaffed.

Agent was quick to help -

Above review is on the second time of using the live chat - the first chat I started closed because I did not notice the agent coming online - please note that if you don’t reply quickly once the live agent is available the chat will close - which is frustrating - as you will likely wait longer for them than the wait for you!

Very helpful venessa on live chat

Dan on the chat was so wonderful! When my delivery was going to be so late it would have thrown off travel plans he worked out a flexible plan for us. I’m so grateful for their help!

Excellent service and communication

My bags were delayed after my flight, and although it had only been since yesterday,
I spoke to Paul Weir he was fantastic—he physically confirmed he had both my cases.

Makes a huge difference when you can speak to someone.
Great job by Paul and the delivery team today thank you.

ECourier Air delivered my lost luggage at the beginning of the window provided. Luke was an excellent communicator, managing my expectations very well.

Highly valuable item was just left on the front door and NOT signed for, despite the driver registering it as signed for by the client. IT WAS NOT