At LuggageHero, we maintain strict safety and quality standards across all storage locations.
If you encounter an issue or have a safety concern during your storage experience, you can report it directly through your booking page.
This makes sure our support team and the storage manager are notified immediately and can resolve your concern quickly.
When should I report an incident?
You should report an incident if you arrive at a LuggageHero location and experience any of the following:
The location was closed during its listed opening hours
You were asked to pay directly to the store instead of through LuggageHero
The staff was unaware of the LuggageHero service
The location refused to hold your bags
Incident reporting is available only during the location's stated opening hours.
How to report an incident
Go to your booking page on the LuggageHero website or mobile app.
Click Report incident from the top menu.
Provide a short description of what happened and upload a photo of the location.
This helps us confirm that the incident occurred at a LuggageHero partner site.
Click Submit to send your report.
Path: Booking Page → Report Incident → Incident Type → Submit information
What happens after I report an incident?
Your report is immediately sent to both the storage manager and the LuggageHero Account Management Team.
Our customer success team reviews every report and takes appropriate action.
You’ll be contacted if additional details or documentation are needed.
Our commitment to your safety
We take all incident reports seriously.
Your feedback helps us maintain safety and quality across our partner network and ensures that future travelers enjoy a better experience.
Reporting incidents promptly allows us to review partner performance, improve standards, and take swift corrective action when needed.
Important information
Please note the following when using the incident reporting feature:
1. Genuine reports only
Use this feature only for legitimate incidents. Misuse of the incident reporting option may result in restrictions on future bookings.
2. Documentation required
A photo of the location must be included to verify that the incident occurred at a registered LuggageHero partner.
3. Fee waivers
Reporting an incident does not automatically result in a refund or fee waiver.
All cases are reviewed individually by our customer success team in following our Terms and Conditions.
Need help?
If you have any questions or require further assistance, please get in touch with our support team at contact@luggagehero.com.
We’re here to make sure your storage experience is safe, secure, and worry-free.