Fees are necessary to operate the Lost Property service efficiently and effectively. Our department is standalone from the Airport operations and it requires significant resources to facilitate the service.
We operate closely with the Airport Police and within Airport Byelaws. This details that we are permitted to charge for the return of Lost Property. All lost items would be destroyed without a reconnection process being offered.
It is proof of who the item was handed back to should there be any discrepancy or dispute of ownership after the fact.
Members of the Public are prohibited from entering our premises for security reasons, therefore, no it is not possible for persons to search the Lost Property office for their own items.
Unfortunately not. Lost Property at the Airport is covered by separate Byelaws and as such, unclaimed are being handled by the designated channels.
Yes, visit our office at Terminal 5.
As the item has flammable content it is packaged to a higher standard then shipped and handled following more stringent guidelines. The Dangerous Goods fees are set by the shipping company and completely out of our control.
MailandFly – Operated onsite at several Airports in UK and Sweden. This is our original MailandFly Service and as per the Term & Conditions as printed on the receipt received at security search you have 42 days to claim your item from date of registration which is within 24 hours of deposit at security control.
If you had any item(s) confiscated as prohibited items at security search at the airport generally these items are destroyed with you having no option to be repatriated with them. However, if you were offered MailandFly service at either Heathrow Airport, Bristol Airport, London City Airport (UK) or Arlanda Airport (Sweden) and you chose this option then security personnel will have placed your item(s) in a secure clear MailandFly bag with a tear off slip. You will have received the tear off slip which includes; instructions to reclaim your items(s), T&Cs and a unique reference number. If you did not receive this remittance slip then you did not accept the MailandFly service offer. If, however, you did receive the slip and have lost it, then please contact us by email at the email address relevant to the airport found within our contact us page.
Please visit the MailandFly page for pricing information.
Yes. Both airside and lanside trolleys are free of charge.
The trolleys provided are for carriage of luggage only. However, should you require additional assistance then you should contact your airline or airport prior to departure or arrival.
Departure lounges are security controlled areas, only hand luggage and pushchairs are permitted in this area. Therefore, baggage trolleys are not deemed necessary in this area. However, should you require additional support then please contact your airline or airport prior to arrival with any specific special assistance requirements you may have.
Unfortunately, we do not have electric trolleys and airports would not permit these due to safety reasons. However, for those who need additional assistance we offer a full Porter Service at several Airports that we operate at (please refer to the services pages of this website for further details). Alternatively, for special assistance please contact your airline or airport prior to departure or arrival date.
No, all trolleys are the property of Smarte Carte and must remain on-site within confined perimeters of the airport including drop off zones and car parks.
