Gbsenquires Reviews 

Sent my delayed bag back to Montreal from LHR without telling me I had a deadline to pick it up from airport. Sent it back within 5 days of sending me an email. Went to airport to collect and bag not there. Refused to waive fees to deliver it. Returned to airport and no one answered their phone for 15 minutes. Then staff hung up on me after I informed them I had received emails from both air Canada and GBS. Then staff refused to answer phone for a further 15 minutes.

The agent who dealt with my case, Richard Button, was exceptional in his customer service. When I called the helpline he traced my bag within minutes even though the airline, Norwegian Air, had messed up the details. Richard clearly cared and did all he could to enable me to get my luggage back as soon and as smoothly as possible. Top service and incredibly friendly.

Would leave 0 if possible. Terrible service from start to finish. Had to travel to Manchester for delayed luggage which was the airlines fault. Help desk with no staff at all. Phones which did not work and disconnected immediately. Then staff member who would not help and covered his badge when asked for name. I will do everything in my power never to use this airport again.

Had a great experience with Richard @ GBS on returning from a round trip LHR to Dublin a couple of days ago.

My wife’s hold bag missed the outbound flight and was still being traced 3 days later according to the tracing application.

Aer Lingus were unhelpful and we received no status updates from their India call centre.

It was a relief to deal with Richard on our return. Richard was calm, reassuring and proud. Exactly what you want in that situation. Richard took immediate steps with his colleagues to search obvious areas indicated by the bags barcode scan history.

On returning home, I received a call from Richard, who had personally checked the places that the bag could be, to inform me that the bag had been found.

A great example of someone who cares putting some effort in and not just passively waiting for the process to play out.

Thank you, Richard

I’m not sure where to start other than this company has some very rude unprofessional staff. Our bags were delayed on fin air after a short layover into Heathrow. They arrived later that night which we could see on our AirTags. Our tracking on the website did not update and they had “lost” one of our bags. One of the bags was delivered by courier the following day, We then went to the airport to attempt to address the other bag but were told that it was impossible, the bag had never been delivered to London and the AirTag (that showed it was in arrivals baggage enquiries) was wrong. Once we arrived back at our hotel we got a call saying they had found our bag and to collect it the following morning. On arrival at the airport we were told that it was our fault the bag was lost as we had made 2 lost baggage reports and it had been delivered 2 days prior (when the AirTag indicated it had landed). The staff member who was Eastern European was quite rude and dismissive. Admittedly the fin air staff and the baggage service endeavored to find it when we attended the airport but ultimately GBS delayed the bag, lost track of it, wouldn’t believe us when we said it was at Heathrow airport and then subsequently found it and blamed us for them losing it. Ridiculous levels of incompetence.

I went to gbs as I was referred there by border control. The lady behind the desk on 6 October 2025 approx 2pm was for no reason very dismissive. I appreciate the difficult role it can be customer facing and for that specific reason I approached her with a big smile and "how are you" . After ignoring me for a very long period of time that became uncomfortable for both of us, she flatly replied "busy" and asked me to leave her alone.

My baggage was damaged during the transit and this cheating company says its not covered. Their definition is tgay baggage should be torn is what i was told. This means 99% of the time you won't get any compensation. Also it's the contents they seem to cover but bot the bag. But if the bag is torn they will say wear and tear

If zero was an option, that would be the rating of this review - we've been waiting an hour and a half for our luggage with not a single sign - finally after having to go up to the GBS desk we found out that they are unable to get the luggage off the plane. Not one person from GBS or the airport have thought of applying a bit of customer service common sense to come and tell us all. After the 4th enquiry from as many different passengers, the GBS staff have left their desks and gone in to their backroom rather than face more customers.

GBS Received my delayed bag from the airline and kept it for 13 days with no attempt to deliver it. While on their website tracker they updated that delivery initiated so I kept waiting and couldn’t reach them When I finally could reach them the lady Ashley told me without any remorse that the bag would be destroyed in 24 hours because of Course all edible stuff in there had gone bad. This is the most wicked treatment I had received. No concern for people baggage and the the value to the owners. Very callous operation.

GBS in Manchester received my delayed luggage from Air France but yet 5 days later, I have still not received it. GBS mislabelled it and delivered me someone else’s case with my details stuck over it. My case was pink and they sent me a wrongly labelled black one. They still have no idea what they did with my case. No info. No customer service. No number to call. Just told by email to check with Air France. Air France say waiting for GBS to find it. Daily stress for me. Ruined my holiday. Everything I need is in my case. No apology even. GBS made a big mistake. No one cares. Shameful. Total negligence by GBS. A disgrace.

Update: Day 10 today and still nothing. No information/no explanation/no communication. GBS say they are not tracing my case they received and wrongly labelled and Air France say they are not tracing it as Global’s job. Wow.

We flew from Sydney to London on QF1 with an overnight stop in Singpore. Unfortunately only one of our cases was not on the luggage carousel in Singapore. SATS in Singapore could not find where the missing case was before we left for London the next day. On arrival in London we went directly to the GBS counter and there behind the desk was our missing case. Syed Ali couldn't have been more helpful in quickly getting us our way. Many thanks

This company really could not care less. Their website (which offers no contact details - presumably on purpose) proudly states: "Our experienced staff are trained to deal with customers in an efficient and courteous manner; our aim is to alleviate a negative and stressful situation for the customer". They failed in absolutely every aspect of this in our circumstances when our bags missed a connection with Austrian Airlines. We had to 'self-report' the problem on a computer that had so many glitches it was impossible to enter accurate information. We agreed with their representative to collect the bags from the airport the next morning. After a THREE hour wait for the representative to get round to dealing with his 'customer', I was eventually taken to the baggage hall and told to find my own bags from one of 10 carousels. They were not there. I eventually tracked two of the four of them with an airtag to downstairs, but was told they'd been erroneously given to the courier. I was told the courier could not be interrupted or intercepted but he could be told not to deliver my bag and he would be back in 2 (more) hours. (He was on his way to deliver to the bags to the wrong hotel - GBS had given the wrong details.) It took me a further 4 hours for us to eventually get the bags - ruining the one and only day for my family in London - and the days of those friends who had travelled especially to meet with us. When I voiced frustration, I was told I would be ejected from the airport; when I asked for the representative's name, he refused stating GPDR rules; when I asked to complain to the manager, I was told that GBS had no contract with me, and I should complain to the airline.

I would like to thank Eagle Aviation and Global Baggage Solutions in Manchester Airport for the excellent service in returning my lost bag.Bag was delivered less than 15 hours after I landed in Manchester Airport. After a previous bad experience this was a pleasant surprise.The staff at the airport was courteous and helpful.Tracking system worked perfectly and kept me up to date. I realised I would not be home at the given time and the kind lady who I spoke to at Eagle Aviation sent a message to the driver. That together with a note on our door was enough to get it delivered to my neighbour.

Rudest staff, lost my bag and delivered broken. Emailed about everything and didn't even get a simple sorry, not only are the staff at the airport AWFULL but the supervisors clearly couldn't care less about how their workers treat people. Clearly customer service skills are not necessary to get this job. I was asked 'why are you angry' after being told that they cant find my bag. They also lied about it being left in Warsaw when the whole time it was stuck in Heathrow because a bunch of IDIXTS couldn't locate the bag. There is no number for complaints or head office either.

Can't thank Global Baggage Solutions Manchester enough!
My holiday would have been ruined without them! They located my lost luggage within the hour and made sure it was on the next flight out to me.
To note all 5 suitcase from our family group didn't get loaded onto the plane!!
Thank you again for your prompt response!x

Air Canada damaged my suitcase during transit. I arrived at the desk at Heathrow Terminal 2 to inform the person. An Asian gentleman from Global Baggage Solutions (wish I got his name) took my case.
He was incredibly rude. Asking me questions and expecting immediate responses. Asking me how much I paid for my suitcase, I was thinking and trying to recall, he repeats in a loud voice 'HOW MUCH DID YOU PAY FOR YOUR SUITCASE?'
He also did the same thing when asking when I purchased it. It was an incredibly poor example of customer service. He was completely dismissive, rude and I was very close to challenging him. In the end he handed me some card and went straight onto the next person. These kinds of people should not be in the service industries, or any industries in fact. Looking at the other reviews for this organisation, I would say that my experience is probably common place. Why do the airlines work with such companies?

After some digging for GBS's direct phone numbers at Heathrow Terminal 3 I want to give special mention for Muhammad at GBS who was working at Heathrow T3 on 06/08/2023 for being very helpful and reassuring and taking his time out in order to provide me with all the information to enable me to collect my bags the next day after they had been stuck at Amman airport for over 3 weeks! Also shout out goes to Sayed who reassured me that we were still able to collect them even though we were running late!

Worst company in business (Manchester Airport). I don’t understand how major companies are using it handling delayed luggage. It should never operate this type of business. No communication channels at all. Long waiting time for delivering delayed luggage and there website doesn't always work. Still waiting for my delayed bag after 3 days of arrival even if the bag was located sent to the destination the next day. This company should be fined and banned. Looks like a rogue trader business.

Lost Baggage on flight Air Canada 854
I report my bag was lost at the airport last week! 28 June 2023
Flew into Heathrow airport on the 28 June and it is the 4 July 2022 and I still haven’t got my bag and it is impossible to speak to a Human being to get so
E idea of where my bag is!
Disgusting communication.

Terrible service (Heathrow airport). I had forgotten my baby's pushchair on the TAP's tray and just realized after leaving the luggage collection area (and going back isn't permitted). The airport suggested phoning them using and internal phone - tried more than 10 times in different times and no one picked up. There were 2 other people with similar issues near me and they had reported the same - no one picking up the phone. The only way I managed to solve my issue was by speaking to a random airport staff that works near the immigration officers - and she was keen to help even though it had nothing to do with her business. What a life saver!