Smartecarte レビュー 

why do Heathrow allow this company to operate from their airport? database shows empty spaces of items that you can claim. how can you claim if you cant see what the item is ? reviews on here are shocking.

Poor customer service. Going in circles with them for my lost property in a British Airways flight. The number BA agents have on file for the company is out of service.
Honestly feels more like they are collecting property and then “not finding it” and actually selling it on eBay - ha!

Awful experience from day 1.
I was told to contact them after leaving a kindle on my flight from Japan to London, weeks after submitting the ticket I hear nothing back. I submit another ticket - nothing. I call them and encounter the most blunt and rude lady I've ever dealt with.

She explained they only deal with British Airways, which might be true, but wasn't what I was told by Japan Air. Even if that is the case, a little bit of respect when speaking with customers isn't hard at all. Afterwards she simply hung up and didn't even say good bye.

Awful experience.

On June 25th, when flying from London to Lyon, I accidentally left my wireless earbuds at Heathrow security, & I only realized I lost my earbuds before boarding, and halfway into the flight was when I remembered that I forgot to pick them up at security, given that I placed them in another bin after forgetting to remove them when crossing the metal detector, plus the fact that security was slow that day.

2 days later, I filed a lost & found claim after what I assumed was my item appeared in my database, which was vague, as it said JBL in case earphones, without mentioning the color & full model name of the device. 3 days later, when flying back to the US from Paris, an hour before my flight landed, I got an email saying they found my lost earbuds, however they were not allowed to mail them as their courier prohibits them, leaving me with the only choice to either ask my friends that were off to Heathrow to try retrieving my earbuds, or use a dodgy 3rd party courier service.

Given that the former failed, I decided to email them if they're able to ship with FedEx or UPS, as they were the cheapest couriers that allow lithium electronics to be shipped. After sending that email was I informed that they can ship my property back, this time with DHL, which has always allowed lithium electronics to be sent when packaged properly.

With such an airport like Heathrow, given the many awards they've received, you assume their lost & found department would easily ship your lost items back when they have it, however the fact it took more than a month for them to say they're able to send my property back after trying to look for friends to try picking them up for me shows the reality of what their management is like.

I don't get how in the beginning they've mentioned they can't ship my wireless earbuds back, did they read off Royal Mail's list of prohibited items to mail? I'm sure many people fly every day with wireless earbuds, & I don't get how they're not able to ship something back that's normally allowed through airport security.

Regardless I paid $355 after some currency conversions through my bank to have my earbuds shipped back, and they were the right ones. Next time I'm going to try avoiding Heathrow if possible, their lost & found department is a joke.

I lost my sunglasses at Dublin airport - in May; The initial of experience of trying to find and locate my glasses was great and super easy; however trying to retrieve them has been a nightmare. I think the cost is disproportion to the size/weight of the item (62 euros). They only use DHL which increases the price significantly, and hence does not make this service competitive. There is no a clear way to escalate and complain. They will not keep the item beyond 3 months while I seek other routes to get my glasses back. I think its shameful they make it expensive to get your items back. As a company they report to be socially and environmentally responsible business - I would challenge this. They should be forced to report how many items they return vs destroy/add to the landfill all because the cost of return is excess. This company should be shamed!

Terrible at communicating and expensive. I lost two items, both were together, one was returned but the other I've had to apply for separately despite them knowing they were together. So double the cost.
Also, they didn't tick the right box for customs, so I've been landed with a duty bill of £180 to pay for my own property to be returned (when it arrived 3 weeks ago) Utterly frustrating company to deal with.

DFO BRISBANE. What a great experience. David was amazing from a happy greeting to a lovely chat. David is the example of what customer service should be.

I hope I will be able to review this company again with a higher rating. I lost my item at Dublin Airport earlier in the week. I can match the location of the item to the smart carte people (active air tag on item) and it matches the description of an item on their website. I currently cannot access my home (thankfully I have been able to stay with family and I am safe). And I have no way of contacting these people other than submitting claims (I have now done two) and sending emails (I have now sent four). I have waited well over 24 hours now, there is no response, not even an acknowledgement of the situation even if the item is locked away. I am trying to be patient, I am aware that this is my own fault, but honestly this system should be quicker, my situation is urgent and there is zero communication or way to expedite my claim. I don't know what to do and there is no way to make contact at all. At this stage I don't care what the costs are, I just want the item back safely as soon as possible and I am now seeing evidence of people waiting weeks. There is no idea of how long this could take, only that they keep items for a certain number of days, I can't work out if the claim I have put in against the item is actually linked to the item or if the claim, despite being logged against my item on the website is linked with the item - surely if so from the description I have given they should be able to match up quite quickly and get a return moving. I appreciate things get lost all the time, I know they are probably busy given the time of year, but I cannot cope in the situation that I am in. Please help.

Chaos, conflicting letter and email. Expensive. Very frustrating dealing with this company. Note to self check and double check I have all my belongings before leaving the aeroplane!

4 days to respond to a claim and said no my item was not there, no phone number they dont care

This has to be the single worst service I've used in years.

On the face of it, an airport service that retrieves lost items, has an database with the lost items presented for the rightful owners to claim seems like a good idea, but the reality is that nobody at Smartcarte.ie cares about responding to anything.

I lost phone on 23/07/26, today is 05/08/26 and I've had nothing but problems trying to speak to someone or get anything done.

The only response I've had after 9 days and 15 claim entries, 8 emails and 30 failed calls , was a confirmation they have found the item and I can claim for it. Due to my desperation I decided to pay the €108 fee , yes €108!!!! and 3 days later I'm yet to receive so much as a confirmation email to confirm it will be sent , or tracking number or anything.

Don't even bother calling the main line + +353 1 965 3000 as all you will receive is an automated message stating "we are sorry, but we have no available associates at this time" no matter what time of the day you call the line will go dead.

So to summarise, little or no response to emails, no response to calls., quick to take payment and ghost you afterwards.

Shambles!!!!!!!!!!!!!!!!!

Dear Sirs,
I would like to take this opportunity to express my deep gratitude for the prompt attention given to my case.
I arrived at Heathrow on July 19 on flight LA 8084, and upon reaching the customs and immigration area, I noticed that I had inadvertently left my backpack on a chair (at least, that’s what I assume happened).
After that, I went to the Lost Property office and reported the incident.
A Security officer told me not to worry, as any item left behind or lost at Heathrow was handled by Security, and that the item would indeed be found and returned.

In fact, the next day, July 20, I received an email informing me that my backpack had been found and was ready for pickup.
At the end of the day, I went to the Lost Property office and retrieved my backpack.
My sincere thanks to everyone who made it possible for me to recover my backpack.
I am sure that Security at Heathrow remains 100% effective at all times.

Best regards,

I lost my passport on a bus trip from Dublin Airport. Heat wave and roasting hot. Smartecarte website showing a UK passport found 2 days after.
I’ve left all my details and contact info. Photo id sent. No reply after 2 weeks.
Tried calling their number. No reply after almost 2 hours waiting.
Nothing. No way of getting through to them. This is an awful company.

Just had some Apple AirPod Max, returned to me from Smarte Cashe at Dublin Airport
Amazing service . Emailed them whilst still away, and they had them found and returned to my home in the UK, with in 5 days.
Awesome service

I made a stupid mistake of losing my wallet on a British Airways flight from Italy to London Heathrow.
I was halfway up the M40 when BA called to say they had my wallet and could I return to the airport to collect it.
I could not, so they explained that it would be passed on to lost property and that I could claim it online.
Apporx. 4 days after losing my wallet, I got confirmation that it was ready to send out to me. The cost? An eyewatering £53!
To add insult to injury, I got the wallet back 3 days later, but it only had my driving license and a few loyalty cards. No cash, no credit or debit cards!
I know that the cards and money were in the wallet when BA called me, so they were stolen somewhere along the way to or at Smartecarte.
Very disappoiting and there seems to be no xcomeback whatsoever.

Awful! They have now lost my lost luggage item! - and not responding to emails or picking up their phone. Been on hold for over 90m now on the phone. This is no way to run a business!

i lost a backpack and it was found. An employee called Hudson dealt with my case and was extremely helpful and pleasant

Quick response. Friendly advisers.
Great communication. Found my bites and I had it returned within 10 days of enquiry. Thank you to the team at Heathrow terminal 2!

These people are thieves, who charge you for your property items they have found. I am a 60 year old man with a hearing problem. They made me wait 3 weeks because their admin is so poor then charged me £25 to get my hearing aid back.

Smarte Carte located & delivered my husband's phone which was lost in transit on an Aer Lingus flight. From beginning to end they have been very helpful especially the Dublin Airport LOST & Found Supervisor Mr.Turnbull.
Anne Marie Magliocco