If a customer hasn’t collected their bags after the expected time, you can easily check their booking details and contact them directly from the Storage Manager Dashboard.
1. Access Active Bookings
Log in to your LuggageHero Storage Manager Dashboard.
Go to Bookings → Active.
This view shows all bags currently stored at your location.
You can see:
The customer’s name and contact details (available while the booking is active)
The number of bags stored
The time the booking started
2. Check Booking Duration and Pickup Time
Click on the relevant booking to open the Booking Details view.
Here you can find:
Check-in time (when storage started)
Expected pickup time (based on the customer’s original booking)
Total storage duration and whether the timer is still active
If the customer has stored their bags longer than the original booking:
The timer continues automatically, and charges are updated until they stop the storage.
You can contact the customer to remind them of their ongoing booking.
Example message:
“Hello, this is [Your Store Name] from LuggageHero. Your luggage booking has been active longer than your initial duration. Please confirm when you plan to collect your bags so we can stop the timer.”
If the customer claims their booking was for fewer days or can’t find the pickup time:
Ask them to share their Booking ID from their confirmation email.
Verify the details in your Active Bookings view.
The email may not show the exact pickup time, but it’s always visible in your Dashboard.
3. Contacting the Customer
Use the customer’s contact details (email or phone) listed in the active booking.
You can also reply to their booking confirmation email if you received one.
Keep your message short and polite:
“Hi [Customer Name], this is [Your Store Name] from LuggageHero. We noticed your luggage is still stored with us. Please let us know when you plan to collect it. Thank you!”
4. If the Booking Is No Longer Active
For privacy reasons, customer contact information is only visible while the booking is active.
If the booking is already completed or closed and the bags are still on-site:
Do not remove or discard the luggage.
Contact LuggageHero Support immediately so we can reach the customer on your behalf.
By checking your Active Bookings regularly, you can easily track ongoing storage, verify booking durations, and communicate with customers efficiently, ensuring a smooth and reliable experience for both you and travelers.