Frequent questions

We have designed this section to answer the most frequent questions that might come up regarding our service.

Before booking

A logistics service company for the traveler of the century. We pick you up and carry your luggage from / to the airport, so that you can move with comfort and we deliver it when you need it at the requested location.

Hereby you find four major reasons to use our service.

Comfort: With No Luggage you don’t need to worry about your luggage, book with us and we take care of your luggage while you enjoy a day without it.

Security: Your luggage is controlled by a barcode and monitored via GPS. We use the same control system as banks use for the money sealed bags. Besides, your luggage is insured up to 3.000 euros.

Efficiency: We know how important your luggage is for you so our staff works with protocols that ensure the highest standards of quality and deadlines.

Economic: An affordable luxury for everyone, specially designed for smart travelers. Using our service you will not only enjoy the convenience of moving without luggage but avoid time and money to travel back to the hotel and / or apartment to collect them before going to the airport.

So far, our service is available in offices, hotels, apartments and homes from / to airport cities mentioned in our browser. Ask your hotel, apartment rental agency or on our website about our service availability.
Make a booking could not be easier. Go directly to our website to perform it on your PC, tablet or smartphone through our fully optimized web site, or through our APP.
For services from hotel and apartment for 16 euros each service up to 2 suitcases, and 6 € each extra suitcase.
If you do not have Internet access, you can also book at No Luggage. You have different options: Whenever you need it, you can call our Customer Service and we will make the reservation for you, (this service has an additional cost of 6 euros).

Look at the conditions of the offer you have, if any, and it will be applied automatically.

If you are part of a large family, you can benefit from a reduction in rates. This implies 5% for families of general category and 10% for special category.

To apply this discount, you have to activate the box on the reservation and attach documentation.

The day of the collection service you should show the documents confirming you are a member of a large family. Remember that the discount for large families never applies to services already performed.

You pay upon booking. If you book directly with No Luggage on our website or APP, you can pay using any credit or debit card (MasterCard, Maestro or VISA) and also through PAYPAL.

We do not store your payment information for your safety. We do not charge card expenses when booking. Payment methods may vary.

Our goal is to provide a safe and perfect service at No Luggage. If you are in a hotel, reservations can be done the same day always before 11: 30h, anyway, please check the maximum schedule at the reception. If you're in an office or apartment we cannot take reservations on the same day, maximum at 24:00 hrs the day before the service. ..
Yes, of course. The first change is free of charge 48 hours before the time your service has been booked for. Please send an email to: hola@no-luggage.com
Yes, of course. The first change is free of charge 48 hours before the time your service has been booked for. Please send an email to: hola@no-luggage.com
Everything that is not a bag or briefcase: golf carts, baby strollers, surf boards, bicycles ... everything higher than normal.

During the service

If you have requested the service from the city to the Airport if you are in a hotel, at the reception, we will pick it up within the scheduled time. If you are in an office or apartment, it will be picked up within the agreed time by a properly identified employee.

If you have requested the service from the Airport to the City Go please to the meeting point at the Airport terminal selected by you at the agreed time and slot. You will find maps of each meeting point in our website, and also each client will receive the service confirmation clearly detailed at the attached map. You will meet a properly identified employee.

If you have requested the service from the city to the airport - please go to the meeting point at the Airport Terminal selected by you and in the agreed time and slot. You will find maps of each meeting point in our website, and also each service confirmation is clearly detailed at the attached map. You will meet a properly identified employee.

If you requested the service from the airport to the city - if you are in a hotel, or at the reception, we will deliver it within the agreed schedule. If you are in an office or apartment, it will be delivered by a properly identified employee within the time frame requested by the client.

The driver will wait for 10 minutes. Following our protocol, we will contact you before those 10 minutes expire, but if you have not delivered the suitcases by then, he will leave and return as soon as possible if requested by you, charging the surcharge of 50% upon the requested service.
The driver will monitor your flight arrival and once you have landed, he will wait for 50min following our protocol, we will contact you before those 50 minutes expire, but if you have not delivered the luggage at the agreed time, he will leave and return as soon as possible if you contact us, charging the surcharge of 50% upon the requested service.
Whenever you ask. As early as you want before your flight time. To give notice of this at the reservation is vital to perform the service. Your luggage will be registered and kept safe to provide a prompt service.
At No Luggage safety is our priority. Our security protocol leads us to take especial attention.
  1. Bank bags flanges for safety are signed by you and locked in front of you.
  2. Each luggage is perfectly identified by using bar codes, separated depending on the type of service and individually.
  3. Our trucks are properly locked while the luggage is being transferred.
  4. Each baggage is tracked with real-time GPS, and monitored from our central, from the pick up to the delivery.
  5. A special safety protocol keeps your luggage safe at our custody warehouse.
  6. Our qualified staff has been trained in a distinctive and cautious handling of your luggage.
  7. Our staff goes through strict recruitment processes and controls.
It is almost impossible due to our protocols, however, in case your luggage does not arrive on time at the airport at the time you requested, and therefore, you do not arrive on time for your flight departure, do not worry ... we have a global express service which means we can make your luggage get to almost anywhere in the world via overnight delivery.
Our deliveries regularly take place every 40 minutes on the agreed airport terminal, if not collected at the agreed time, your luggage will be released in the next delivery, after that, if it is not picked up by you, it is transferred to our central offices until you contact us again. The custody service is 6 euros per day and luggage unit.
Please notify us and we will keep it in our custody warehouse. The cost is 6 euros per day per piece of luggage. Also, if you prefer, we will send it to where you request at freight collect.
Then you should provide us with the original and photocopy of your passport related to the service, attend personally to the collection point you requested and after verification of your data, you proceed to sign a form of loss of service information, and finally, you take your luggage with you.
Of course. Monitoring by GPS lets you get reliable information about your luggage, and you can check it on our website in the tracking section. For security reasons, we cannot provide the exact situation coordinates, but we do provide its location.
You can book multiple pieces of luggage under one reservation, provided the corresponding pickup and delivery hours. You can also book for the performances of services on different days, with different reservations.
Yes, of course. You can cancel the reservation. Look at the Terms and Conditions for cancellation fees that will apply to you. Please send an email to the following address: hola@no-luggage.com

After the performance of the service

At the not- expected unfortunate event that something were damaged or got lost, simply report it to one of our employees. As part of the service, you get a No Luggage insurance that covers up to 3,000 euros, so in case of any complaint, you will receive a refund for the value of the damaged or lost luggage. Please see our Terms and Conditions at our website for more information on how to claim and other competences.
If you need an invoice for your service, just go to the section Request an invoice display the proforma invoice from the web to check that everything is correct, and then request the official invoice. The official invoice is sent by email within 48 hours after the last service of your reservation.
Always. The safety of your personal data is one of our priorities. The information is stored and never shared with third parties except when necessary to provide the service you requested. See our privacy policy for more information. We also use a PCI compliant provider leading payment service which has the highest level of certification granted by the card issuers (Nivel1PCI-DSS) to store information on your credit card and debit cards.
The easiest way is to contact us directly or sending an email to hola@no-luggage.com or call +34 933 789 911, where our multilingual staff will assist you. Also, you can contact us through our partners.
Until 25.02 - It’s quite easy. If you have a smartphone or tablet, you can visit our fully optimized web site: www.no-luggage.com

It is simple, contact us by sending an email to hola@no-luggage.com or call +34 933 789 911. Someone from our staff will reply as soon as possible. Here are some reasons why you should be our partner; we believe that all operators in the tourism market should be associated to No Luggage. Offer your customers an added value. Enhance your travel experience, reducing the stress of airport transfer, and allowing them to make profit out of the lost traveling days.

Offer something that your competitors do not with maximum warranties. No fees, subscriptions or long-term commitments.

You earn money every time a reservation for one of its customers is generated, creating a flow of complementary revenues.

We are going through an important growing process, if you want to join our team, send an email to hola@no-luggage.com and we will contact you.

If you have not been able to find answers to your questions on our website (... sorry!) Please contact our Customer Service either via email or phone and we will reply as soon as possible.

Mail: hola@no-luggage.com

Phone: +34 933 789 911

WHERE ARE WE?

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Real time GPS monitoring of your luggage - Real time tracking of your luggage

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