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Expansion of bag service helps customers ‘fly’ through London city

Posted: 11th March 2015

All British Airways customers arriving at London City from three UK airports now have the chance to ‘fly’ through the airport thanks to an exclusive bag collection service.

Following the successful trial of ‘Carousel Collection’ provided by AirPortr, the UK’s first airport premium luggage concierge service, on specific British Airways routes, the service has  been extended to all of the airline’s 124 domestic flights into the Docklands airport every week.

It means customers arriving from Glasgow and Edinburgh don’t have to worry about collecting their bags if they have a busy schedule, they can be picked up from the carousel and delivered to an address of their choice within the London M25 area.

Since its launch the exclusive ‘Carousel Collection’ upgrade has been offered free of charge to British Airways Executive Club members who booked a standard AirPortr bag delivery service.

Executive Club members will continue to get free upgrades but now all other customers can have their bags collected from the carousel from just £10 in addition to the normal delivery charge.

They can book the on demand service from any device, right up to take-off so they can just land and leave at London City knowing their bags will be collected by AirPortr and delivered to their destination the same day.

Chris Nash, British Airways’ customer experience manager for London City Airport, said: “Many business customers choose to fly with us into London City thanks to its location so close to the corporate heart of the capital. They’ve told us their priority when they land is to head straight to the office so we’ve launched this service with AirPortr to enable them to do just that without worrying about any luggage they’ve checked in.

“Having successfully trialled ‘Carousel Collection’ it’s a natural step for us to roll out the service from all our UK destinations to London City and extend it to all British Airways customers, not just Executive Club members.

“As part of our continuing service to our Executive Club members we will still be offering the service free of charge to them.  Also we are working with AirPortr to ensure that British Airways will be the first airline to offer an ‘International Carousel Collection’ service when it launches on flights from Europe, hopefully later this year.”

Randel Darby, AirPortr CEO, ”We have consistently heard back from our customers how beneficial the service is in terms of how passengers are both planning and then the subsequent benefits and experience that they are feeling when experiencing Luggage Freedom.

Travelling luggage free and heading straight for the ‘exit’ and therefore gaining more time in their day allows the traveller to be more productive and efficient with their time and we are even seeing passengers deliberately choosing to fly with British Airways in order to specifically benefit from ‘Carousel Collection’ and AirPortr delivery.”

Feedback from customers on the new service during the trial period showed:

  • 100% flawless service and delivery record
  • Regular and repeat usage of the service by a number of Executive Club Members
  • Particularly strong demand from frequent business travellers flying into London City from Edinburgh
  • It has helped frequent business travellers reduce travel costs by opting to use public transport as they no longer have to consider carrying heavy bags
  • Enabled quicker and easier travel around London, driving productivity
  • Journey time savings of up to an hour allowed customers to either fit in another meeting or catch a later flight through London City Airport

AirPortr prides itself on a 100 per cent perfect delivery record and security is of paramount importance to them. Luggage is securely tagged and GPS tracked in real-time, and customers will receive text or email updates for further details please visit

Business Comment

Business Comment is the Edinburgh Chamber of Commerce’s bi-monthly magazine. It provides insight on Edinburgh’s vibrant business community, with features on the city’s key sectors, interviews with leading figures and news on new business developments in the capital.
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