Which airports do GBS have offices in?
We have staff at London Heathrow T1 , T3 and T4 , Manchester T1 , T2 , T3 and Gatwick North and South Terminals.

What exactly do GBS do?
GBS are responsible for locating your delayed/ misrouted inbound checked in luggage and requesting it to be sent to the UK. Once received we hand the luggage to the courier company contracted by your airline, to deliver to you.
We do not load or unload bags on aircraft, we do not deliver bags. We currently do not trace bags that have been lost outside of the UK airports of Manchester, Gatwick and Heathrow.

Baggage restrictions – what are they exactly?
Each airline has its own restriction on weight and size of checked baggage and of hand/cabin baggage. Please contact your airline or travel agent direct for the details of their specific restrictions.

I have left an item onboard the aircraft – what do I do?
Most airlines use the lost property facility at the airport for any found items. Some may deal with lost property themselves. Contact airport lost and found or the airline customer services. GBS do not deal with any items left on an aircraft.

I have lost something at the airport what do I do?
If you have lost items in a UK airport terminal you must contact the airport lost property desks:

Manchester
Terminal 1 and 3 : 0161 489 3463
Terminal 2: 0161 489 6031

London Gatwick
Gatwick Airport's lost property service (operated by the Excess Baggage Company) is located in the South Terminal.
Opening times are 08:00 to 19:00 Monday to Saturday, and 08:00 to 16:00 on Sundays. A charge is made for each item.
For further details cal + 44 (0) 1293 503162, fax +44 (0)1293 504310 or email gatwick.lostproperty@excess-baggage.com.

London Heathrow
The airport lost property office is operated by the Excess Baggage Company.
There is a storage charge for items reclaimed.
The office is open from 08:00 – 19:00 Monday to Saturday, and 08:00 – 16:00 on Sundays.
The telephone number for enquiries is +44 (0)20 8745 7727. You can also contact the office by email at heathrow.lostproperty@excess-baggage.com.

My Baggage didn't arrive on my recent flight into the UK what do I do?
You should have completed a PIR (Property Irregularity Form) in the baggage reclaim hall where you arrived. You will have been given the contact phone numbers for you to call to receive updates on the status of your luggage.
When your form was completed it generated a message to all airports across the world with your bag details – once the match is found your bag is sent on to the UK on the next available flight or quickest route.
It can take several hours to identify and match luggage therefore please leave a minimum of 8 hours before calling for an update. Should we trace your bag sooner we will SMS or call you with an update.

I have taken someone else's bag in error, what do I do?
If you have arrived home to discover you have the wrong bag it is likely your bag will still be at the airport. You should return the bag to the airport either yourself or by courier – any cost occurred must be covered by yourself. When coming to collect your bag please bring your passport as identification.

I have noticed damage to my luggage after leaving the baggage reclaim area, what can I do?
Once you have passed through customs and left the reclaim hall GBS cannot issue a damage report, you need to contact your airline or insurance company. On occasion airlines may ask us to create a report.
Normal wear and tear is not considered damage and the age of your baggage is also taken into consideration.

On opening my luggage I have realised items have been stolen/removed what do I do?
You need to contact the police for a crime report – the airport police are best placed to deal with this there number can be obtained from the airport switchboard – unfortunately GBS cannot assist with crime reports.

Why has my luggage been misrouted or delayed?
There can be numerous reasons for your luggage not travelling with you.
Missed connections, incorrect destination, bows and straps obstructing the bar code on your tag, aircraft operating limitations including weather, baggage tags falling off or ripping, your baggage being selected for extra security screening, your bag being overweight, your baggage falling from a baggage trolley, your luggage not being fit for purpose.

What can I do to help minimise the chance of you baggage being misrouted or delayed?
You can help by making sure your luggage its fit for purpose and not overfilled, try to keep one item to a limit of 23 kilos, the handle of your bag should be free of bows and old tags, it should be secure and closed, locked if possible.
Check the passenger service agent has issued you with a baggage tag receipt for each of your checked in bags and it has your flight number on it. Do not lose these. This is what identifies your case if it is misrouted or damaged.
Put your name and address on the inside and outside of your luggage, if your tag comes off it can still be identified easily. Do not pack valuables, keys or medication in your hold luggage.
Ensure any fragile items are correctly packed and protected. You should consider separate insurance for items such as musical instruments and sporting equipment.