FAQ

FAQ

Do I need to schedule a pickup online or can I call to make a reservation for pickup?

Both. You can schedule a luggage pickup by phone or online. If you need immediate same day service, call us to schedule your pickup and we can pick up your luggage in less than 20 minutes. If you are scheduling for a future date, you can schedule online or give us a call @ (321) 888-0242.

When I make a reservation do I need to pay also?

No. However, payment must be made in order to receive our services.

How can I pay?

Due to tight airport security and the frequency of our service, we will have a few minutes to stop, and pick up your luggage. If you are paying by cash, make sure you have the correct cash amount as we do not carry cash or have change available. If you are paying with a credit card, you may make your payment on our reservations web page. Please call our office first for the total amount prior to making your payment.

Do you have a refund policy?

Yes, it is a moderate refund policy. We honor all cancellations within 24-hour notice of your service date. Refunds usually take between 3-7 business days.

What if payment is made and we need to make a cancellation, can we get a refund? Refunds are only provided if you cancel within 24 hour of your service date, otherwise, there will be no refunds. You can call, leave a message or send an email for a cancellation.

What if we miss our scheduled pick up due to change of flight time or circumstances beyond our control?

We understand that things do happen at times beyond our control, so a credit for a future luggage pickup will be issued for yourself or anyone that you choose.

How does the luggage pickup and storage process work?

A waiver of liability must be signed when we arrive to pick up your luggage. We will confirm the drop-off/return time and destination/location. Your luggage will be stored in a nearby storage facility. At the pre-arranged time, your luggage will be returned to you.

Where is my luggage stored?

Your luggage is stored at an off-site, gated secured facility with surveillance cameras.

Why do we need to sign a liability waiver for storing our luggage?

We guarantee the safety and security of your luggage. However, your luggage has traveled many miles and has changed hands. To protect ourselves from any losses that may have occurred in that process, a liability waiver form must be signed. Also, we are not responsible for any fragile items that may be damaged in the process of us handling your bags and loading them into our vehicle.

Will my luggage or the contents of my luggage be insured?

Hold My Luggage, Inc., is insured with general liability insurance and will cover contents of its facility within its contractual agreement. We will honor damages and/or losses directly attributable to Hold My Luggage, Inc., within the above-mentioned limits, as well as in the event of proven theft by third parties. However, we encourage all customers to obtain travelers insurance for damages outside the scope of our coverage. We are in the process of obtaining additional travelers insurance for customers who would like to purchase extra coverage. Such insurance coverage is not available for precious stones, precious metals, watches, plasma screens, LCDs, satellite navigation systems, mobile phones, PCs, tablets, iPhone, iPad, jewelry, money, glass, china, art objects, antiques, documents or film, tapes, discs, memory cards or any other media containing data or images. The above insurance options do not cover consequential losses, delayed deliveries, or losses arising from a breach of your obligations under these terms and conditions, and are not available for services that do not concern transport. The above-mentioned options do not cover the breakage of handles and/or wheels.

Is there a late fee?

Yes, there will be a late fee if we are waiting at the airport and you have not returned after 15 minutes. The late fee charge is $15 every 15 minutes. We will wait for 30 minutes, if you have not arrived, we will return your luggage to our off-site premises. In order for your luggage to be returned to the airport, the fee will need to be paid immediately through our online payment services.

What is your contact information?

You can contact us at (321) 888-0242 or (570)236-9053

Email: reservations@holdmyluggage.com

Your Responsibility!

It is your responsibility to check in 3 hours prior to your departure to ensure that you are on time for your flight. We will not be responsible for you missing your flight. If for any reason we have to wait 30 minutes past the time we were instructed to return your luggage, there will be a $30 late charge for our wait time.

After 30 minutes of waiting and you have not arrived, your luggage will be returned to our storage premises until you return. If you would like us to return your luggage to the airport, the late fee must be paid in full online. After verifying the payment is made, we will return your luggage within 20 minutes of your phone call.

If we have not heard from you in 24 hours of storing your luggage, you will be charged a fee of $35 per day until you return. After 45 days your personal items will be sold or auctioned.