Smartecarte レビュー 

Smartecarte is a company that reunites airport passengers with lost belongings. As such, they routinely send personal belongings internationally. Despite this, my item (worth only £600) was mailed from Sweden to my UK address at a cost of £80. It is currently 4 days late for 24-hour delivery due to being held at customs for a £150 fee I have refused to pay. This is because Smartecarte incorrectly recorded the item as a 'gift' not as my personal belongings. DHL has failed to release the item from customs, despite my providing all the additional forms requested several days ago. Smartecarte has no complaints email address and has not yet responded to my webform submission asking for it.

Smartecarte Web page is not helpful. no contact info, no pricing and no way to book and pay for luggage storage.
Eventually when you contact them by email the responses were fast and friendly, but the pricing is obstructively high.
Luggage storage service should be of added value to the travellers of Dublin Airport but the luggage storage service offered by Smartecarte is not added value.

My constructive criticism.
Improve the web page, reconsider luggage storage pricing and if luggage storage is not the money maker Smartecarte then pass this offering to another company that will add value to the travellers through Dublin Airport.

I was absolutely beyond devastated after I accidentally left my shoulder bag in a Heathrow bathroom with some valuable contents in including my camera, wallet, Airpods and all my medication and holiday goodies in.

After reading the reviews on here, I was really worried and not hopeful about if I’d ever see my bag again and was heartbroken over my silly error after being tired and jet lagged. It really put a damper on the end of a lovely trip.

I wrote an email to Smarte Carte explaining in detail what I’d lost and they were really responsive and reassuring and said although nothing had come through yet (they receive lost goods in a delivery once a day), they’d keep an eye out and I can email to check in the next day or call.

After 24 hours from when I lost the bag (8 hours after they responded to my email), I received a call from Alisha who gave me the great news it’s all been safely found with all its contents and I can pick it up at Heathrow the next day for £25 (or have it delivered for an extra fee).

The Lost Property desk is extremely easy to get to (it’s really well signposted from Heathrow Central Bus Station if coming by National Express) and the staff were really friendly and efficient.

Huge shout out to Alisha who went above and beyond for me and made it her mission to help me! You’re fantastic at your job and helped me reunite with my belongings. Even dropped you some chocolates to thank you! Donna who responded on email was also very responsive and good.

Thank you SO SO much! From the bottom of my heart, I am so grateful for your fantastic service and think you should all be recognised more for your hard work and compassion! Less than 48 hours later and I’m reunited with my things and a very happy girl!

I lost my passport at Heathrow on March 13th and thought to myself after reading the reviews that I’d probably either have to wait a long time to be reunited with it or never see it again.
Thankfully, just over 48 hours later my passport appeared on the database. I called to confirm all, got through within minutes and collected it from T3 without any problems.
A pity that others have had such a torrid tine reuniting with their possessions. I’m grateful for everything and able to fly out again this week.

I lost my company laptop at the 5B gate security at Heathrow on March 2. While the laptop itself is not valuable (A new Dell Latitude) it contained confidential information pertaining to development projects across the world.

While it was anxiously trying to locate the laptop through the software, I was surprised to receive an email from Smartecarte saying that a laptop had been found and my email was on the opening locked screen.

I was able to provide proof of ownership and the laptop was then shipped to my address in Washington DC. It was delieverd by DHL in shockproof packaging. The laptop was undamged and in pristine condition.

Throughout the process Smartecarte communicated propntly and addressed my concerns at every stage. I am really thankful for their efficiency and concern.

Very bad service. Filed a claim more than 3 weeks ago and received no reply. Tried to call hotline, nobody picked up an I got charged while the phone was ringing. No other means to contact them. I doubt that I will ever get my lost item back even though I was assured by BA staff that the process would be really easy and straight forward.

Absolute criminals. Charge ridiculous fees just to get your own product back, should be illegal. The more expensive your item, the more they charge, so its clearly not about admin fees.

Then charge ridiculous shipping fees if you dont happen to live in the airport.

Profiteering on people's miss fortune. How would you like to pay to get your item back? We prefer cash! I am sure you do. No I want a vat receipt to find out more about this company as I find the business unethical. They all wear BA clothing and nowhere you see the company name.

The team at Smartecarte were very helpful, communicated well and were tireless in their efforts to try and track down my missing bag.

Once they had successful done that, I was given easy instructions to follow & various options on how my bag could either be collected or mailed back to me.

Thanks to all at Smartecarte, Heathrow T3, for all they do to help travellers reconnect with their lost items.

This service over charges. It cost sending home a tube 120ml of face cream £28.
It’s a rip off.
Heathrow security said it would be £10!

Excellent customer service in recovering a number of electronic items that were left in the security check area at LHR terminal 3. The staff were particularly helpful in identifying the missing items and the mailmyproperty service was quick and effective in returning them to me. Thank you.

Phone rang for 40 minutes, spoke to someone for 3 minutes who was polite but directed me to write an email, got charged £36 by my phone company for the privilege. British Airways should be ashamed to associate themselves with companies like this.

I have had an awful experience with Smart Carte at Heathrow airport,

I am sending this message to British Airways, Heathrow head office and Smarte Carte as well as putting it on trust pilot.
I hope that this can be put right so others that lose items do not have to suffer the same.

The current system is incredibly flawed, and open to abuse.
The experience of getting lost goods back appears to be a money making exercise, and the experience and recovery of goods a drawn out afterthought.

On the 30th of December I left an iPhone onboard the aircraft. (Terminal 5) (the wallet/phone case contained £20, my license and 2 cred cards. Easily traceable.
I realised straight away and went to luggage help at the baggage carrousel. They gave me a slip of paper with a qcode and contact.
I could see my phone on apple's “find my” and it was clearly still at the terminal.

I got home and tried to find the phone according to the instruction slip.
There was no phone online that matched mine that I could claim, but I could still see it at the terminal.
The items online were all random dates not in any order. Not sure if it was the date found or the date handed in.

I rang the number on the instructions a number of times.
The voice message states that I will be charged per minute plus the call costs by my provider.
I was caller number 4 in the queue. Then 3, 2, 1 and 20 minutes later it starts to ring…… and ring. No one answers.
I do this numerous times over the week trying to retrieve my goods.
It appears that Smart carte have their automatic phone system on and people calling in are being Charged, only to get to the front and there is no one answering calls.
The reason I was caller number 4 in the queue is because there are 3 other poor souls in front of me being ignored and ringing out.
This is unconscionable.

The recorded message also asks you to go online to a different website. “missingX.com” DO NOT USE THIS WEBSITE IF ITEM LOST AT HEATHROW.
This site has a reference to Iceland, and Scandinavia but no reference to Heathrow.
I have since found out that Smarte Carte have not used this service since March last year !!!! (According to staff.)
That’s right! People who have lost goods are still being directed by Smarte Carte to a service that has been inoperable for almost a year!
This is disgraceful!

Because I was having no luck online and on the phone, I took two trips to Heathrow Airport before getting my goods back.
The first time was three days after losing the item. I was told that the cleaners haven’t dropped anything off for three days and that they usually drop a batch off at a time when they do.
It was still sitting in another part of the terminal. (Where? Was it locked? Safe? Who has access?)

This is so important because while I froze the credit cards. Should I remotely erase the phone? If I do then I lose all contact of its location.
If items are accessible for a week or so after the loss but before being recovered then some serious damage can be done with identification and credit cards and subsequently peoples credit files.

I went back to Heathrow on the following Saturday morning. Still no correspondence from Smarte Carte in the form of email or calls. (Terminal 3 this time. The main loss office.)
I was fortunate I live an hour away in London. My item was there. I had to pay £25 for the horrible experience.
My cards and phone were returned. But the £20 note I keep folded in the wallet for emergency was gone!?! Rather than the loss of £20, the real chill I fear is the window for opportunists to take advantage of an antiquated drawn out process with no communication, urgency, or responsibility being taken.

If Heathrow airport, British Airways and any other airlines chose to hand lost property to a third party, then please at least make them accurate, accountable, timely and contactable in exchange for any monies charged. This will need to be driven by the agreement set up by Heathrow as I see that Smarte Carte is owned by 3i.com On a little investigation it appears the companies motivations may not be aligned with the job, but rather the income stream.

I have lost hours of my time on this matter. 4 hours of travel and train fares. Phantom phone call loop costs and time. £20 missing out of my phone case. Misdirections. Please let me know where I can send my invoice?

If you encounter a similar experience please not only use trustpilot, but send to Heathrow head office as well as your airline and Smarte Carte.
This company and the experience it offers has to change urgently.

All the best.

An angry fellow human being.

I have spent half an hour on the phone to no avail. They charge you and don't answer. Utterly useless. It must be a scam. The problem is that the managers of the British Airways who have given them the concession don't understand how awful these people are.

I've spent 5 hours on the phone with them today for Heathrow airport, waiting in the queue, and once it's your turn, it rings indefinitely and you never speak to anyone.

Lost passport last Friday.
On Monday according to their website they had found a possible match. Submitted a claim and so far 5 days later nothing. Tried phoning and after 25 minutes gave up as no one picked up.

Too too long for something as crucial as identity documents. Now having to decide if safer to cancel the passport and order a new one.

I have now been in discussion with smart carte for over a month trying to retrieve my watch. Communication at best is extremely poor, it has been over 10 days since my last email and no reply. There is little attempt at returning my watch even though you clearly do have it, and yet you find every excuse to withhold returning it. I have had to send you diagrams of how to find the serial number something you could have clearly done yourselves. I would describe your service as unhelpful and incompetent. i hope anyone else trying to recover lost property that they clearly have in their possession has a better and more helpful service than I have. I am on the verge of believing this is even fraudulent now.

We left a cabin trolley bag on the security check conveyor in the T5 north security area. This was following a protracted scan and search of my wife after going through the scanning machine which upped stress levels and caused a backlog of people. The bag was forgotten in the melee. We realised the bag was missing when we got to the gate. I tried to engage with security managers in the security area, but they were basically uninterested and did not have a clue what to do.
When we got home we looked up T5 lost property and were directed to Lhrlostandfoundsoftware.com and Mailmyproperty.com. Within a day or so our bag appeared on their website and we were able to claim it. After a few calls and a fee payment our bag was returned with full contents via DHL. Can only say that the service Lhrlostandfoundsoftware.com and Mailmyproperty companies provided was totally outstanding. The case was carefully wrapped and packaged. Thank you so much for providing this excellent service. We are overjoyed and most grateful!!!

Can only speak for my own experience. Lost my phone (left on flight) on Saturday. Sunday received an email to say they had found it, today is Monday and I’ve just collected it - you need ID and the fee is £25.

Phone returned to me in 48hrs and they took the initiative to contact me as I had used to lost phone app to display my contact email and name on the lock screen. Grateful for this service. It’s a business after all, the fee seemed reasonable, they had even charged my phone.

I would give 0 stars if I could, how is a company like BA using such a crap company, been trying to get hold of them as my phone was lost in a British airways aircraft, it wasn't even my fault there was a massive gap where it shouldn't of been, this company is an absolute joke, no answers no communication whatsoever, I will raise this issue with BA and I can see all the reviews with the same issue hopefully British airways drops them!!