Ideally, all services should be performed at the exact times stipulated in advance by the customers. However, it is understandable that delays can occur on both sides. These situations are covered by the policy described below.

Customer Delays

When booking a service, the customer selects a specific time for the pickup and delivery of the luggage. It is the customer's responsibility to be available and reachable to meet the LUGGit Keeper at the scheduled time.

A "Customer Delay" occurs if the customer is not available to meet the Keeper within a 20-minute grace period after the scheduled time. (Note for Airport Services: Delays involving airport processes, such as flight delays or baggage claim issues, are handled under specific conditions that differ from standard city delays. The customer should consult the Airport Services article for these specific rules.)

General Delay Resolution

The resolution of a possible a 'Customer Delay' is normally done by the LUGGit Keeper waiting at the meeting point. The customer will be charged an initial fee of 10.00€ as soon as the 20-minute grace period ends. Following this, an additional 10.00€ will be charged for every subsequent 30-minute interval the Keeper remains waiting, up to a total of 80 minutes.

When anticipating a delay, the customer should promptly inform the LUGGit support team. This allows for a solution to be found, such as updating the service conditions, which may potentially avoid a formal delay (please consult the Alteration Policy).

Rescheduling due to Customer Delay

While the Keeper typically waits at the meeting point, LUGGit may not always be able to sustain the full 80-minute waiting period due to subsequent bookings. If the Keeper is unable to continue waiting, or if the customer requests a new time, the service may be rescheduled subject to operational availability.

In such cases, the customer will incur:

• Applicable delay fees for the time the Keeper spent waiting
• A rescheduling fee
• Any other costs related to the new trip or extended storage duration

No-Show Policy

If the customer is not present and has not communicated with support, LUGGit reserves the right to leave the location after the 20-minute grace period. This is classified as a No-Show (see the Cancellation Policy), and no refund will be issued. In certain instances, LUGGit may attempt to wait beyond the grace period to offer a rescheduling option; however, if no contact is established, the No-Show policy remains at the company's discretion.

LUGGit Keeper Delays

LUGGit is committed to punctuality; however, if a Keeper is unable to arrive at the location on time, the support team will notify the customer as soon as the situation is identified.

Similar to customer delays, compensation is triggered once the Keeper's delay exceeds the 20-minute grace period. A 10.00€ refund is issued for every 30-minute period the customer waits after the initial 20-minute limit period, up to a total of 80 minutes.

Rescheduling due to Keeper Delay

If a Keeper is significantly delayed, the support team may offer to reschedule the service at a time that is more convenient for the customer. In these instances, no additional fees will be applied to the customer.

If a luggage delivery delay exceeds 80 minutes, the customer has the right to leave the meeting location. In such cases, LUGGit will issue a full refund of the service value and ensure the safe delivery of the luggage to any location of the customer's choice, covering all associated shipment costs.

Updated on: 25/03/2026