We understand that it can be frustrating to arrive at a LuggageHero partner location during the stated opening hours and find it closed.
We sincerely apologize for the inconvenience.
To resolve these situations quickly, we’ve introduced an Incident Reporting feature that lets you report issues directly from your booking page.
Step 1: Verify the opening hours
Before submitting a report, please double-check:
The opening hours of the location on the LuggageHero website or mobile app
That you are at the correct address listed on your booking page
Sometimes, locations may close briefly for breaks or operational reasons, so verifying the hours first helps ensure accurate reporting.
Step 2: Report the incident
If the location is confirmed to be closed during its stated opening hours, please follow these steps:
Open your booking page in the LuggageHero app or website.
Tap “Report Incident.”
Upload a photo of the storefront clearly showing that the location is closed.
Providing a photo helps us verify the incident and process your case quickly.
Step 3: Assistance from LuggageHero
Once your report is submitted:
Our Customer Success Team will review it promptly.
We may contact the partner location to confirm the situation.
If needed, we’ll help you find an alternative storage location nearby.
Incident reports can only be submitted during the stated opening hours of the affected location to ensure proper verification.
Why this helps
Reporting closed locations allows us to:
Assist you faster and find an alternative solution.
Verify refund eligibility for missed or unusable bookings.
Maintain high reliability across our partner network.
Your report helps us hold partners accountable and improve our overall service quality.
Need help?
If you’re unable to report the incident through your booking page or need immediate assistance, contact our support team by emai og chat
Chat: Available in the LuggageHero app or on our website.
We’ll make sure your case is reviewed and resolved as quickly as possible.
Summary
Always verify the location’s opening hours and address first.
Use “Report an Incident” on your booking page to submit evidence.
Include a photo of the closed storefront.
Our support team will verify and assist with refunds or alternative options.