Lost Property

Why do I have to pay to retrieve items I lost?

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.

I feel you are holding my property for ransom?

We operate closely with the Airport Police and within Airport Byelaws which are published in the foyer of our onsite offices and also on Airport websites. 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.

Why do I have to provide Photo ID?

It is proof of who the item was handed back to should there be any discrepancy or dispute of ownership after the fact.

Why is my item in Terminal 3 at Heathrow Airport, when I lost it in another Terminal?

All Lost Property items at Heathrow Airport are centralised in the Main lost property office which is located in Terminal 3.

Can I come in and look for myself? I know what it looks like?

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.

If I handed an item in that I found and it remains unclaimed, can I claim it after a period of time?

Unfortunately not. Lost Property at the Airport is covered by separate Byelaws and as such, all unclaimed items become the property of the designated operating company after 3 months.

Mail and Fly

Why can’t I collect my MailandFly item from Heathrow?

These items are stored at a secure location offsite from the main terminal building for security and safety reasons. There is no passenger access to the storage facility and as such items can only be claimed using shipping or own courier options.

Why do I have to pay a Dangerous goods fee, my item is only a perfume/aftershave?

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.

How long do I have to reclaim an item that was placed into MailandFly service at security search?

We currently operate two MailandFly Services:
• 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.
• MailandFly Remote – Is our new unique addition to our original service whereby we now offer the MailandFly service at smaller airports. Due to low volumes received through smaller airports we do not have on-site staff or facilities and MailandFly items are collected on a regular basis and brought to a central location for processing. Therefore, you have the standard 42 days plus 15 days allowance for remote process. Meaning MailandFly Remote you have up to 57 days from date of deposit at Security Control to claim your item. Details can be found in full on your MailandFly receipt.

I do not have a MailandFly receipt, but I had items confiscated at Security Search, can I get these items back?

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.

How much does it cost to retrieve my item(s) which I chose to place in MailandFly service?

The handling Fee of the MailandFly service is £8.00 (GBP), plus packaging and shipping fees which vary, depending on size, weight and destination.

Baggage Trolleys

Why is there a charge for baggage trolley usage?

Fees are necessary to operate the trolley service including maintenance and operational costs.

Why don’t I get a refund when I return the trolley?

The fee is a hire fee for usage of the baggage trolley.

Why are there no trolleys with a child seat attached?

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.

Why can't I take the trolley into the departure lounge?

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.

Do you have electric trolleys?

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.

Can I take the trolley on the bus?

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.

I paid for a trolley and did not receive it, can I get a refund?

We have a unique trolley management system that includes state of the art technology including computerised payment systems which accept contactless, Apple Pay, Google Pay and many more. We are able to monitor all operating systems from anywhere in the world and as such are alerted to out of service machines immediately. However, in the rare event that payment has been received and the trolley has failed to vend, you may contact us at info@smartecarte.co.uk with full details to enable us to assist and resolve any issue.

What others say about us

Lost Property London Heathrow Airport lhr.lostproperty@smartecarte.co.uk 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

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