Smartecarte レビュー 

This is a criminal scam don't pay anything to this company! My elderly father lost a cheap step counter wrist watch in Bristol airport, which was handed in by a friendly passenger last week. Distressed he lost it during departure from Bristol airport he waited until returning to Bristol to ask around the airport for lost property and was told to speak to Smartecarte lost property desk. They had his watch and proven it was his but wanted £25 for him to have it back. No postage, no admin, just to hand it back to him over the desk. He questioned why and was told "this pays for our wages!" I completely understand this would be a useful service for high value items lost and returned but this is immoral and utterly disgusting.

After reading these reviews I was a little apprehensive! But wow credit where credit is due . Claimed for lost passport late Friday 11 April . Email said bit of a delay , would take up to 5 working days to reply . They replied on the Monday 14 late and said they had it ! Arranged delivery and it arrived back by lunchtime today 16 April! Fantastic service . Yes wasn’t cheap ! But cheaper than a new passport . Only criticism would be they didn’t have to use DHL next day delivery so expensive . signed Royal Mail or any of the other courier companies would be a good option .

Writing this review for anyone looking for reassurance (like I was over the last few days!). I forgot my MacBook Pro on my flight, leaving it in the seat pocket. The bigger mistake though was realising I didn’t have Find My Mac turned on, which would have saved me a lot of stress and worst-case-scenario thinking.

I kept an eye on the lost items database, and after 24 hours, I sent an email (having read that phone calls come with a high charge). Someone replied the same day, saying they hadn’t received it yet and that it could take up to seven days.

On the third day (which felt like an eternity), I noticed a MacBook had been added to the database, so I submitted a claim with all the specified details. Soon after, I received an email confirming it was mine! I decided to drive 1.5 hours to Heathrow to pick it up from Lost and Found - someone came promptly, I paid the £25 fee (which I personally thought was fair), and went on my merry way.

Obviously, it’s very stressful when something like this happens, but my advice is to be patient, keep checking the database, and trust the process - it should work out in the end! A big thank you to all the staff for resolving this so quickly.

Following someone kindly handing in my son’s wallet at Heathrow airport nearly 3 months ago, we have been left with utter disbelief on the service offered by Smartecarte. When you call them you are left waiting for someone to talk to you. So far we have racked up nearly £40 in call fees. They returned the wallet for what I would call extortionate costs, £36 to dispatch an envelope sized product. They then failed to send the cheque for the money and to top it off, they finally reimbursed it at the wrong exchange rate , refunding less than a third of the money and forgetting to include the sterling amount.

If I would have known how poor they would have been , I would have sacrificed the 300 mile round trip to resolve it face to face.

Awful

My 9 year old grandson left his Nintendo Switch and JBL headphones in seat 6B on BA 719's arrival at Heathrow (from Zurich) at 10.30pm on 6 Jan 25. That was his own fault, but the flight had been delayed for two hours and he was tired after travelling all day. Despite reporting the loss the next day and contacting BA's CEO, Heathrow Lost Property and Smarte Carte the items were never found - so we can only assume they were stolen by airline staff, their contractors or lost property personnel. We found the whole experience of dealing with the lost property process confusing (eg whether we should be contacting Heathrow's lost property office or Smarte Carte - we eventually discovered they are one and the same), inefficient and difficult to navigate. The forms were of poor quality, information on telephone numbers and how to speak to the staff concerned was lacking. Charges for telephone calls seemed excessive as did fees for returning items to their owners in the event they were found. We really expected better from an airline like BA and the company contracted to manage lost property on their flights.

I left a tote bag in the plane in Heathrow last week. SmartCarte doesn’t report any description of the bag they have apart from “bag”. No color, no material. I’ve claim few “bag” and detailed the constants but no luck. Imagine how many “bag” are in this company’s website. Hopeless.

Well, I suppose at the end of the day I did get my property back, that's where the positives end. Left my belongings on a seat in the baggage claim area. I realised that I had left it behind when exiting the airport. However I was not allowed to go back in so had to rely on Smartcarte locating it for me. I arrived home with little expectation of it bring found. However the next day I had an email from smartcarte to say that they had it. Great news! I opted to have my property returned by post, which cost £60. As the days passed with no updates on the tracking I was getting a little anxious. I have to say every time I called Smartcarte someone picked up the phone. However my property was still at the airport and not picked up by the courier DHL. I called DHL and they said that they would collect it the next day, they didn't. Further call to DHL who said someone from Smartcarte had cancelled the collection! More calls to Smartcarte so booked another collection. It was a stressful experience. Finally after a couple of weeks my property turned up. How hard can it be to have a parcel collected and delivered in a reasonable time?

Really very poor.

Left item onboard BA flight at T5, LHR. Seat back pocket. My mistake — but this should have been an easy return.

5 days later, the item finally appeared on their online portal, allowing me to claim it via the website. Those were 5 precious days as I waited to find out if they indeed had it. Too slow.

Despite putting accurate claim in (uploading pics and being very clear about design etc), another 3 days passed and I still hadn’t heard anything from Smart Carte. They specifically warn against making multiple claims, and say that if they have item they will; “contact you immediately”.

I finally found a number for them at LHR T3 lost property (not easy to do) and the lady causally tells me “yeh we have it”…

Well what was the point in the online palaver and the wasted week if I could have just called up and found out?!!

The fact I was unable to confirm they had it the item for days on end, meant I had to take specific steps that weren’t necessary had I known it was safe in their possession. Really poor.

Finally; when I went to collect it, no staff member was at the window for some time, and when they arrived they were slow, disinterested and rude.

Pretty rubbish all round. Huge thumbs down.

Thank you smarte carte, lost my kindle in Heathrow. Informed them and few days later was told it was with them, was delivered to my home very well packaged and within 2 days it arrived, thanks to the staff who helped me when I phoned them, would definitely commend this company.

In a rush to catch a connecting flight, I left my laptop on a BA flight into Heathrow and realised on the transit between terminals!!!

BA gave me the link to Smart Carte and once the items from day of loss and the subsequent day wee uploaded, I submitted my claim again the relevant item (lost and Found - ID 2495917)

Despite the current Christmas postal rush, my laptop has been returned to me, which is a massive relief!!

Thank you very much Smart Carte!

Amazing service. We never thought we would see our iPads and reader again. Being challenged just getting through security at Heathrow was a struggle so we didn’t realize we didn’t retrieve our electronics. Contacted Smartecarte and they arrived yesterday. Could not be more impressed.

Terrible, They just don't respond. They clearly have my lost item, since i found it in their database but there's no way to get it back. You have to wait for weeks and even then they'll tell you they don't have it. Thieves or just incompetent..

We left an iPad in the seat pocket on a BA incoming flight to Heathrow.
We were directed to Smate Carte Website by BA website.
We locked the iPad via 'Find My' (Thank you Apple) but were still able to track it. First it remained at our arrival gate for 3 days so we knew it was off the plane. Eventually moved to the lost property area at main Terminal 5 and late next day it moved to Terminal 3 where Smarte Carte office is. We were then able to call (7p a minute is a small price to pay) and were then able to go and collect it. Smate Carte plug them in if battery flat. They will also send it to you via a courier. Thank you Smate Carte x

My daughter left her iPad on the return flight from LA a few weeks ago. As soon as we discovered this i was guided to SmarteCarte. I made a claim for what I believed was the lost item, waited approx 4 days and was contacted to say it had been recovered and was waiting at lost property at Heathrow. Amazing.
I was given clear instructions on how to retrieve this and aside from having to pay to have it released (can't be helped I suppose), we took a trip to the airport to collect it.
One happy little lady.
I wanted to say a big thank you for the wonderful customer service provided in both the email correspondence I’ve had and the face to face service.

Thank you :)

Awful service. Lost a Dell laptop at heathrow T5 security - as I was not sure if I had accidentally left it in the tray or it had been swiped of course I was stressed about having personal information stolen. I immediately filed a lost property claim on smartecarte after seeing what may have been my laptop on their extremely difficult to navigate search function on their website (Bearing in mind there were lots of Dell laptops on the website so no clue if I was filing for the correct one).
It took them EIGHT DAYS to respond, all the while I was over in the USA stressing about whether my laptop was recovered or not. A simple email to say “yes this is your laptop, please collect it when you return” would have sufficed to put my mind at ease, yet for some reason it took over a week. This is simply not good enough in this day and age.
I complained at the lost property kiosk when I returned only to be met with a sarcastic smile and their response “Sorry sir we get a lot of emails”.
Well that’s simply not a satisfactory response- I told them well then you need more people reading them or better yet improve your systems, as in its current form it is not very “smarte”.

I left a painting on BA flight JKIA-LHR last Monday 19 Aug 2024, while disembarking at Terminal 5, and wrote to Smartecarte over four days and I've yet to receive a response. I called and managed to speak to a staff member today (26 Aug 2024) who advised me to report the loss through their website (which I did) and to wait for Smartecarte to respond. is not a user-friendly website. It is challenging to search for a lost item through the 'search' window. I now think my best option is to return and talk to Smartcarte at offices in Term 5 or 3. I'm not impressed.

I cannot thank this team (London Heathrow Lost property) enough for all of their efforts to reunite me with both my mobiles that I left on a BA flight into the Airport. They were swift to respond, patient and resourceful when I did not have all the information to hand and made the whole process easy to navigate with a real human touch.

No one responds to inquiries/claims about lost property or emails. What is really happening with all of this lost property????

Left iphone on BA flight. Checked on returning home on "findmyiphone" and could see my phone had moved from plane to Terminal 5. Next morning, iphone had moved to Terminal 3. Both the Heathrow airport and SmarteCarte websites make it nigh impossible to find the physical location of the lost property office. Nobody at SmarteCarte seems to answer the phone (charged at 7p/min). If you do actually manage to find the lost property office (situated 2 levels underground at Terminal 3, near the entrance to the London Underground - for which you need an Underground ticket to enter) and you do find your property, you will be charged to have it returned to you (in my case, I was charged £25 to have my iphone handed over the counter).

Obviously I was delighted to have my phone back, and £25 is trivial compared to the cost of the phone, but I felt this "ransom" to collect an item I had done the work to locate, and had proactively come back to the airport to collect (nobody contacted me to say they had my item, despite the contact details being clearly displayed on my iphone lock screen, and the phone having both battery & signal) was unreasonable.

I strongly recommend SmarteCarte & Heathrow airport websites make it clearer where the lost property office is, and think the phoneline should not be charged at 7p/min, particularly when it connects quickly, presents the caller with an automated message, and then puts callers in an indefinite hold (for which they are being charged. Also seems unfair that people are charged for collection of their items (I could understand postage charges) - people are distressed enough about lost property without having to be financially penalized to fund a profit-making private entity.

First off all I want to say a big thank you to the team for helping me recover my wife’s iPhone that she mistakenly left on a BA flight. She was very distressed! I made a claim online and recieved a email saying her phone wasn’t found. 2 days later I received a call from a very polite man named yub? He called me to tell me how they recovered the phone and all the details on how I could receive it. He reassured me that the phone would be sent out to me and I received it in 3 days!! Wonderful man with excellent customer service. Once you a lose a sentimental item you don’t think you’d receive a call saying it’s been found. I really appreciate the kind gesture.