Questions
answered.
Everything you need to know about how eCourierAIR reunites you
with your baggage — from the moment it’s reported missing to the
moment it’s back in your hands.
What happens with your bag?
Here’s exactly what happens from the moment you report your bag
missing to when it arrives at your door.
Report your baggage as lost to your airline at the airport
Once the airline locates your bag, they’ll issue you a 10-character file reference number
Your airline will instruct eCourierAIR to collect your bag directly from the airport
Once collected, we’ll contact you to confirm a convenient delivery window
You’ll receive tracking notifications by SMS and email at every key milestone
Call our dedicated helpline anytime — available 24 hours a day, 7 days a week
Track your bag’s live location through the eCourierAIR tracking portal
Your 10-character file reference
You’ll need this to track your bag. It was given to you by your airline when you reported your bag as delayed — check your SMS, email, or Property Irregularity Report from the airport. Example: LHRBA12345
Need to speak to someone?
Our UK-based customer team is available around the clock. If you want to talk to someone about your baggage, we’re here.
Common questions
Can’t find what you’re looking for? Email our team →
Your Delivery
If you haven’t received any communication from us confirming that we’ve received your luggage, please contact your airline directly — it may not have been passed to us yet.
Once your bag arrives with eCourierAIR, we’ll notify you immediately by SMS and email. You can then track its progress in real time using your 10-character file reference on our tracking portal.
Deliveries take place between 08:00 and 22:00, seven days a week. Once your bag is with us, we’ll confirm a delivery window by SMS and email.
You can also track your delivery live through our portal for a real-time location update.
If we can’t complete delivery, we’ll call you to arrange a new delivery date and attempt again.
Alternatively, if you’d like the bag left in a safe place, please let us know in advance by emailing contact@ecourierair.co.uk with your reference number and safe place instructions.
Delivery Services
If your address is outside our sameday delivery radius, your bag will be sent via DX Overnight on a next day delivery service.
DX delivers Monday to Saturday between 08:00 and 18:00. Bags received after 16:00 on Friday will be dispatched Monday and delivered Tuesday.
If we receive your bag before 14:00 and your address is within our sameday delivery radius, it will be dispatched the same day.
Addresses outside our sameday radius are sent via DX / APC for next day delivery regardless of time. Bags received after 14:00 are dispatched the following working day.
Yes — we deliver on weekends for addresses within our sameday delivery radius.
For DX overnight deliveries, the last delivery day is Saturday. Bags received after 16:00 on Friday will be dispatched Monday and delivered Tuesday (depending on area).
Tracking
Once we have your bag, we’ll send you a notification with a link to our live tracking portal.
Enter your 10-character file reference — provided by your airline when your bag was reported delayed — to see live updates, your delivery window, and courier progress.
Due to GDPR, we do not display your actual delivery address on the live tracking map. The map shows your courier’s current location and direction of travel — your home address is never shown.
Your delivery window and all key status updates are shown in full within the tracking portal.
Your reference was issued by your airline when you reported your bag as delayed. It is 10 characters long and looks like this: LHRBA12345
Check your SMS, email, or the Property Irregularity Report (PIR) you received at the airport. If you can’t find it, contact your airline directly.
Contact & Support
Unfortunately we’re unable to share driver contact details. For delivery updates, please use the live tracking portal or contact our customer team via live chat or phone.
📞 Phone: 0345 646 4464 — available 24/7
✉️ Email: contact@ecourierair.co.uk
💬 Live Chat: available on this website
If you haven’t received a notification from us, it most likely means your bag hasn’t been passed to us by your airline yet. Your airline needs to locate the bag and instruct us to collect it before we can begin delivery.
Please contact your airline directly to check the status of your bag. They’ll notify us as soon as it’s ready for collection.
Still need help?
Our team is available 24 hours a day, 7 days a week
Passengers: 0345 646 4464 · Airlines: contact@ecourierair.co.uk