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FAQS

Lost Property

Why do I have to pay to retrieve items I lost?

Fees are necessary to operate the Lost Property service efficiently and effectively. Our department is standalone from the Airport operations and it requires significant resources to facilitate the service.

I feel you are holding my property for ransom?

We operate closely with the Airport Police and within Airport Byelaws. This details that we are permitted to charge for the return of Lost Property. All lost items would be destroyed without a reconnection process being offered.

Why do I have to provide Photo ID?

It is proof of who the item was handed back to should there be any discrepancy or dispute of ownership after the fact.

Can I come in and look for myself? I know what it looks like?

Members of the Public are prohibited from entering our premises for security reasons, therefore, no it is not possible for persons to search the Lost Property office for their own items.

If I handed an item in that I found and it remains unclaimed, can I claim it after a period of time?

Unfortunately not. Lost Property at the Airport is covered by separate Byelaws and as such, unclaimed are being handled by the designated channels.

Mail and Fly

Can I collect my MailandFly item from Arlanda?

Yes, visit our office at Terminal 5.

Why do I have to pay a Dangerous goods fee, my item is only a perfume/aftershave?

As the item has flammable content it is packaged to a higher standard then shipped and handled following more stringent guidelines. The Dangerous Goods fees are set by the shipping company and completely out of our control.

How long do I have to reclaim an item that was placed into MailandFly service at security search?

MailandFly – Operated onsite at several Airports in UK and Sweden. This is our original MailandFly Service and as per the Term & Conditions as printed on the receipt received at security search you have 42 days to claim your item from date of registration which is within 24 hours of deposit at security control.

I do not have a MailandFly receipt, but I had items confiscated at Security Search, can I get these items back?

If you had any item(s) confiscated as prohibited items at security search at the airport generally these items are destroyed with you having no option to be repatriated with them. However, if you were offered MailandFly service at either Heathrow Airport, Bristol Airport, London City Airport (UK) or Arlanda Airport (Sweden) and you chose this option then security personnel will have placed your item(s) in a secure clear MailandFly bag with a tear off slip. You will have received the tear off slip which includes; instructions to reclaim your items(s), T&Cs and a unique reference number. If you did not receive this remittance slip then you did not accept the MailandFly service offer. If, however, you did receive the slip and have lost it, then please contact us by email at the email address relevant to the airport found within our contact us page.

How much does it cost to retrieve my item(s) which I chose to place in MailandFly service?

Please visit the MailandFly page for pricing information.

Baggage Trolleys

Is baggage trolley usage free of charge at Arlanda?

Yes. Both airside and lanside trolleys are free of charge.

Why are there no trolleys with a child seat attached?

The trolleys provided are for carriage of luggage only. However, should you require additional assistance then you should contact your airline or airport prior to departure or arrival.

Why can't I take the trolley into the departure lounge?

Departure lounges are security controlled areas, only hand luggage and pushchairs are permitted in this area. Therefore, baggage trolleys are not deemed necessary in this area. However, should you require additional support then please contact your airline or airport prior to arrival with any specific special assistance requirements you may have.

Do you have electric trolleys?

Unfortunately, we do not have electric trolleys and airports would not permit these due to safety reasons. However, for those who need additional assistance we offer a full Porter Service at several Airports that we operate at (please refer to the services pages of this website for further details). Alternatively, for special assistance please contact your airline or airport prior to departure or arrival date.

Can I take the trolley on the bus?

No, all trolleys are the property of Bagport and must remain on-site within confined perimeters of the airport including drop off zones and car parks.


What others say about us

  • Bagport Lost Property contacted me on 6 January an hour before I even contacted them. They are an exceptional service! Within 24 hours they located and shipped my property back to me
    Thanks very much again, I tweeted about your exceptional service!!!
    Cheers

    A Grateful Passenger

  • I would like to express my gratitude for the swift and successful return of my passport in December. I had misplaced the item in Terminal 5 during a stopover between New York and Newcastle. Five days prior to Christmas and ten days before I required it to return to Australia, I was naturally concerned about what would happen.
    After reporting the item lost, I felt extremely reassured by the regular email notifications and proactive service. Once found, I spoke with a very helpful lady about delivery and pick-up options, and delighted to receive my passport on Christmas Eve.
    I would be very grateful if you could thank those personally involved and congratulate all staff on delivering an exceptional service.
    Yours faithfully,

    A Grateful Passenger

  • Hi
    We have now found this item - we collected it from Arlanda’s lost luggage department yesterday evening. Many thanks Arlanda for a speedy service and great recovery. Very impressive!
    Yours, relieved.

    Laurence

  • Dear ”C”,
    As I was flying out, I checked at the desk - and it (ipad) had been handed in, and has now been returned to me. It was a fantastic and I'd like to thank the team involved!
    Regards,

    Matthew

  • Hello
    I did receive my jacket today
    I want to say Thank You and all your team for everything you did for me.
    Loosing an object witch is important for you is a very sad event.
    Having it back is absolutely fabulous
    Thanks again !
    Keep doing things like that

    Dr Costa

  • To the lost & found supervisor:
    I’d like to put in a good word for one of your employees. “D” helped me with an errand on Monday Feb 27th (reg a leather belt I lost at the Arlanda security screening the day before) and I was glad to be met not only by professionalism but also with understanding and reassurance. The belt itself has low monetary (but a high sentimental) value, and “D” made sure that the item is found. It is still not collected (but I received the code and pickup location on Arlanda) but I am glad that you have such kind, professional, friendly and understanding employees who care about their job. Exemplary customer service. Thank you.

    David

  • Dear Sir/Madam,
    I would thank you for your help.
    I received last week my lost iPad.
    Very efficient service!

    Best Regards,

    Paolo

  • Thank you all so much for the return of my luggage. You are awesome!
    Blessings,

    Robyn

  • Jag vill ge en stor eloge till bagport hittegods på ARN. Och till alla som samverkade till att jag fick tillbaka min iPad som jag glömde i stolen på Norwegian från Las Palmas. Stort tack till alla ärliga och lojala medarbetare. :)

    Per

  • Riktigt bra service och hantering hela vägen när jag förlade min 1/2 år gamla mobiltelefon på Arlanda inrikes som jag trodde var förlorad.

    Via enkel registrering av min information om min förlorade telefon på missingX och sedan en sökning mot vad som lämnats in som hittegods kunde jag se att det fanns inlämnat en liknande. Via ytterligare kommunikation kunde jag smidigt hämta upp min mobil på återresa från Arlanda. Mycket bra hantering och bemötande. Rekommenderar er varmt och ger er 5+ i betyg.

    Urban

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