[LuggAgent] UK Airport (LCY / LGW / LHR) - London City Hotel Luggage Delivery Service | Discount for 5 items or more

- Service Overview -

• Service Hours:
  - Airport to Hotel: Drop-off between 09:00-18:00; delivery by 21:00
  - Hotel to Airport: Drop-off before 11:00; pickup between 15:00-21:00
  - Hotel to Hotel: Drop-off before 11:00; delivery by 21:00
• Meeting Point:
  Please refer to the location details provided in the confirmation email sent by LuggAgent.
  
• Service Details:
  Drop-off:
  Hotel: Leave luggage at the front desk before 11:00 (customers cannot choose the drop-off time).
  Airport: 09:00-15:00 (customers can choose a 30-minute drop-off window).
  Ex: 09:00-09:30, 09:15-09:45
  
  Delivery/Pickup:
  Hotel: Delivered to the front desk by 21:00 (customers cannot choose the time).
  Airport: 15:00-21:00 (customers can choose a 30-minute pickup window).
  Ex: 15:00-15:30, 15:15-15:45
• Note: This service does not include Airbnb accommodations and is only applicable to hotels with a front desk.

- Important Information -

• Please provide the following information in the remarks when booking:
  　1. Number of luggage pieces and dimensions
  　2. Preferred drop-off and pickup times and locations
  　3. Name of the person who made the hotel reservation
  　4. Local contact information in Japan, such as a mobile number, email, or messaging app ID
• Charges are per piece of luggage. If the number of luggage pieces exceeds the booked amount, an additional fee per piece will be charged on-site. Luggage can only be collected at the destination after payment is completed. Please be aware of this.
• Each piece of luggage must not exceed 180 cm in total dimensions (length + width + height) and must weigh 32 kg or less.
• Your luggage can be a handbag, suitcase, cardboard box, backpack, ski bag, or stroller. If the luggage does not comply with any legal regulations, it will be refused even if the booking is confirmed. You are responsible for all losses and any legal liabilities.
  
• If the drop-off or pickup location is a hotel, the luggage will be transferred via the front desk.
• Please ensure you note in the booking that the location is a hotel to facilitate smooth luggage delivery.
• After booking, you will receive an email with handover instructions and details. All details provided in the email shall prevail. If you do not receive the email, please contact [email protected] directly.
  
  
  

- Overtime Policy -

• Situations where the customer can be contacted:
  If the customer does not appear within 30 minutes of the agreed time, an overtime fee of US$10 per 15 minutes will be charged according to the LuggAgent official website pricing.
• Hotel Drop-off
  If the driver arrives at the hotel but cannot collect the luggage and cannot contact the customer via the front desk or messaging apps, LuggAgent reserves the right to cancel the booking without a refund.
• Airport Drop-off
  1. Flight not delayed: A 30-minute free waiting policy applies. If the wait exceeds 30 minutes and the customer cannot be contacted or the luggage cannot be collected, LuggAgent reserves the right to cancel the booking without a refund.
  2. Handover delay due to flight delay: - For delays within one hour, we will automatically extend the handover time based on the actual flight delay.
  - If the delay exceeds one hour, we reserve the right to cancel the booking and refund 50% of the fee.
  - If we choose to continue waiting for more than one hour, we will not charge the customer any waiting fees.
  * Considering factors such as flight delays, border quarantine measures, and customs clearance time, we recommend that customers reserve a luggage collection time at least two hours after their flight lands to avoid additional fees.
• Airport Pickup
  It is rare for a customer not to appear at the airport, but if this occurs, we will go to the airline check-in counter provided by the customer to inquire if they have arrived. If the check-in counter is closed and we cannot contact the customer, we will store the luggage in an electronic locker and provide the locker location and code to the customer via email and messaging apps. The customer can then retrieve the luggage from the locker at their own expense.