Lost Property Office

Heathrow Airport

Smarte Carte manages the Lost Property Department at Heathrow airport and Bristol Airport for all terminals.

When you have lost something at Heathrow airport * or in British Airways’ Terminal 5 we work to make sure you get it back. Smarte Carte manages the two Lost Property Offices on the airport premises: One office in Terminal 5 (British Airways) and one office in Terminal 3 – where all other lost items are being handled.

Besides Heathrow and the Heathrow Express we also handle lost items from the following airlines that fly to Heathrow:

Bristol Airport

At Bristol Airport all lost items found at the airport or onboard any flight (except Jet2 and Easy Jet) are handled by Smarte Carte at the Baggage Service Desk located near Arrivals (opposite WHSmith).

Find this service here:


Baggage Trolley Management

Don’t carry your heavy baggage – we offer baggage trolleys conveniently for passenger usage at several trolley vending units throughout the airport premises at the below UK airports.

We understand that effective baggage trolley management is much more than just pushing trolleys around.

Our experienced logistic teams collect idle trolleys swiftly to make them available to you – the passenger, for efficient trolley utilization. Continuous monitoring and quality control assures a responsive, high quality service system that the airport can be proud of and that gives excellent passenger experience.

Find this service here:


MailandFly – The Postal Service

Don’t throw it away, send it by mail!

With MailandFly, Smarte Carte offers a special service to passengers who are forced to dispose of prohibited items at security control due to security regulations.

MailandFly is a mail service located directly at security control. You now have the choice whether to throw a prohibited item into the waste bin or into the MailandFly collecting container. When choosing the MailandFly service you receive an individual code that works as a tracking number. VIA internet you can now register to retrieve your item.

MailandFly is a very efficient solution to recover your belongings as passengers can swiftly take all necessary action online. You decide on destination address, shipping/collection option and payment method after you flight.

A service that relieves all involved parties from stress and makes air travel more safe and enjoyable.

Fees and Prices

Find this service here:


Porter Services

Porter Service – Relax and enjoy your travel. Let us carry your baggage day and night, all year round.

Our customers range from individual passengers to large groups and companies. Do you need porter help at the airport? Our goal is to deliver the best possible service to ensure a pleasant experience at the airport. Our friendly and experienced staff will help you with:

  • Assistance from the baggage belt.
  • Transporting your items to the check-in desks.
  • Transporting your baggage to departing taxis, buses, etc.

Fees and Prices

Find this service here:


Left Luggage

Don’t worry about carrying your luggage all about the airport with you if you are too early for check-in or you have a long gap between connections or even have a business meeting prior to a flight. Our Left Luggage service is more than just leaving your luggage with us, it is a convenient, safe and secure service. We here at Smarte Carte we will look after your luggage for you and take care of it as if it were our own. The service offers you the opportunity to be flexible and is available for short and long term solutions.

All luggage is x-rayed when handed over to our qualified and certified staff to ensure security of all passengers.


Wrapping Service

Give your baggage extra protection with wrapping!

Smarte Carte offers a stretch wrapping service that protects your baggage on its whole journey.
Our Service Associates wrap your items such as regular sized suitcases, bags and rucksacks for our standard fee . We can also wrap larger bulky items, these may be charged at a slightly higher rate according to the size and amount of wrap material used. For ease of transport, a hole is made for at least one handle and for the wheels.

Some advantages of our Wrapping Service:

  • The risk of theft during the journey is reduced.
  • Protection against damage during handling and transit.
  • The risk of your luggage being used for smuggling is reduced

Fees and Prices

Find this service here:


Luggage Forwarding

Here at Smarte Carte we know how frustrating and stressful it can be if when you arrive at check-in you find that you may have more luggage than you are allowed. To avoid disposal or escalated journey costs and as important to provide you with piece of mind you can choose our Luggage Forwarding service.

Choose our luggage forwarding service to avoid disposal or escalated journey costs and go give you that extra peace of mind

Simply take your excess items to our friendly and caring staff, provide your details and payment details and we will forward your items onto your chosen destination.

We appreciate that sometimes you may be in a rush and do not have time to fill in long forms and make payment, or you may even be undecided if you want to keep the items. In this case, you have up to 42 days to decide and access our on-line service at www.MailmyProperty.com where you to provide your personal and payment details

All items handed over for Luggage Forwarding are x-rayed by our qualified and certificated staff to ensure the safety of all passengers.


Shop and Collect

Shop and Collect Service opens up the world of duty free shopping to you, by enabling you to buy as much as you want in shops, restrictions apply* (in accordance with regulations and legislation, details of which can be sought at each airport and on-line for your country of origin and destination).

By choosing this service you do not have to worry about carrying items purchased on your onward journey, you simply purchase your items and where you see the Shop & Collect notice you just ask at the checkout for the service, it is that simple and best of all it is a free service to you the passenger.


How It Works

Search online

Search our database first
Everything that is handed in goes on our database. Search online to see if your property has been found. It can take between 24 and 48 hours for a found item to be registered. We keep everything for three months.

London Heathrow Airport – Click here

Bristol Airport – Click here

Search our database of found items

Claim your property online
If you see your property on the database, use the online contact form to start the matching process.

Use our online form to claim your property

Tell us where to send it
If the property is yours, we’ll give you a code. Go to mailmyproperty.com, type in your code, pay the service fee and tell us where to send it.

Pay a fee and we’ll send it to you

How much does it cost?
You only pay a service fee if you want to reclaim your item. Charges range from £5 to £25 with no charge for children’s soft toys. Add postage and packing if you want us to send your item to you.

Did you know?

The Smarte Carte operates baggage trolleys at major international airports in Scandinavia, Europe, Asia, Australia and the United States of America including; London Heathrow, Stockholm Arlanda, Bristol, Boston-Logan and Philadelphia and more. Smarte Carte is at your service 24 hours, 365 days a year.

Have you deposited an item in MailandFly

Porter Service Booking Form

Enquire Porter Service at:
Dpt. time / Arrival time
Dpt. time / Arrival time
Flight number and destination
Estimated number of bags

Did you know?

In most airports you do not need to carry your luggage around with you if you arrive before check-in is open? Smarte Carte offers Left Luggage services at numerous airports to help enhance your experience.

Did you know?

Our wrapping solutions is not just for bags and suitcases, our expertly trained and professional staff are able to wrap other valuable items such as bicycles, skiing equipment and other sporting goods to help provide that added security and protection on your journey.

Did you know?

If you’re like most travellers, you’ve probably never considered shipping your luggage when you find you have exceeded your baggage allowance weight. It seems convenient pay the excess fees to check in your luggage with your airline. But is it the only option? No, quite simply Luggage Forwarding is a cheaper and stress free alternative.

Did you know?

Shop and Collect is the convenient way to go shopping for items you really want in Duty Free without the hassle of carrying them on your onward journey. Duty Free have sales too and if you are lucky to be travelling during the sales periods then you can grab yourself bargain on a wide range of products.

What others say about us

Lost Property London Heathrow Airport contacted me on 6 January an hour before I even contacted them. They are an exceptional service! Within 24 hours they located and shipped my property back to me
Thanks very much again, I tweeted about your exceptional service!!!

A Grateful Passenger

I would like to express my gratitude for the swift and successful return of my passport in December. I had misplaced the item in Terminal 5 during a stopover between New York and Newcastle. Five days prior to Christmas and ten days before I required it to return to Australia, I was naturally concerned about what would happen.
After reporting the item lost, I felt extremely reassured by the regular email notifications and proactive service. Once found, I spoke with a very helpful lady about delivery and pick-up options, and delighted to receive my passport on Christmas Eve.
I would be very grateful if you could thank those personally involved and congratulate all staff on delivering an exceptional service.
Yours faithfully

A Grateful Passenger

Looking after your luggage across the globe

Take a look at the areas we operate in

  • Airport

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  • Seaport

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  • Train Station

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  • Bus Station

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Train Station

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Bus Station

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Looking after and returning your items

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