I AM DELIGHTED WITH THEIR SRVICE!!! Unfortunately they are rated really poorly compare to what they do. Our 5 suitcases were misplaced in Europe and all the tags were messed up and different than what we had from the airline. Everyone was so nice and responsive to my calls. I understand that is very disappointing to loose your suitcases but they are not the ones who are responsible. They are just the delivery people and not fair to be blamed for the mistakes of the airlines or the airports. Thank you all for delivering my suitcases safe and not touched as fast as you could. read more

My luggage did not make it back to LA with me and it was assigned to DCS from the airline. Every time I would get an update that my luggage was going to be delivered, it never came. Luckily I have an air tag inside. After 12 hours of waiting, I tracked it to a place near the airport. The door was open and the staff was sleeping inside. I told him I tracked my luggage to this place and he went to the storeroom in the back and it was there. read more

When I read some of the reviews here, I feared the worst for the two suitcases that British Airways had left behind in Heathrow. Yet, within 48 hours, my bags were delivered to my house by a very nice driver who had both texted and called ahead of time. Cassidy. who answered the phone at their office, was very nice and helpful and provided me with a link that allowed me to track where the driver was during the day while he was making his way to me. read more

Tracked my bag (lost by Iberia) to this location with a GPS tracker I had in my luggage. Called the facility and the person who answered the phone was helpful and helped me find my bag (I had flown on 3 airlines and missed a connection with a 4th). I was able to go down the next day to pick up the bag, and everyone was equally helpful and friendly. The travel experience - including losing the bag - was a nightmare... but once my GPS tracker led me to DCS, they were very patient and helpful. read more

I would give this company a negative 10 if I could. AVOID THIS COMPANY AT ALL COSTS. When we landed at LAX we were told that our bags didn't make our connecting flight and that they would be delivered the next day. Not the end of the world to us. Then the nightmare started. Direct Courier Services is used by Lufthansa to deliver delayed baggage. They lied to our airline, Lufthansa, telling them that our bags were delivered and that we had SIGNED for them. Interestingly, they gave Lufthansa two different dates for delivery of our bags. Lufthansa wouldn't help us because they were told that our bags were already delivered. If you want to talk to a person at Lufthansa expect to wait on the phone for 45 minutes. And that's if they don't hang up on you. If you try to contact Direct Courier Service expect to be lied to or screamed at and that's if they answer their phone at all. We hired an attorney to write them a letter to preserve their employee logs etc. fully expecting to never get our luggage and end up in small claims court. After they received our letter we get a call from Direct Courier Services saying our luggage would be delivered at 1:00 AM. So my husband waited up for them until they delivered our bags at 6:00 AM. So our luggage was delivered a week later and we were lied to, the airline was lied to, and we believed we had no recourse. We spent about 20 hours trying to figure all this out. We purchased some necessities after we learned our baggage was 'lost' or 'delayed' by Direct Courier Service depending upon how you look at our situation. I'm going to ask them to reimburse me for what I bought. I'm not expecting anything. I can't ask the airline for reimbursement because we couldn't talk to anyone and there was no way to file a claim in our situation. Moral of the story. If you fly into LAX and you are told that your bags are delayed by your airline, do not select the option of having your bags delivered. Direct Courier Services contracts with quite a few airlines to deliver delayed baggage. Tell the airlines that you'll pick up your bags when they arrive at LAX. You don't want to take the chance of having to deal with Direct Courier Services even though that would mean you'd have to collect your luggage at a later time/date. read more

This company is a joke. Absolutely horrible company The bag was not delivered, I had to drive to LA from San Diego myself to get the bag. I talked to multiple individuals at the company all of which were rude and unprofessional. The only individual who was helpful and professional was a woman I spoke with. In multiple occasions I would ask for the delivery to be sent to a different address, the first attempted delivery was to the wrong address at 230 am. The drivers did not call to schedule a time. They just showed up and called when they arrived. Following the failed delivery the drivers would not answer the phone. The second attempt at delivery was at the right address but again did. It schedule a time even after I requested them to do so. The message I got was the driver would deliver by 12am. I waited until 3am, then went to sleep only to wake up to two missed calls at 6am and a message stating the address did not have an appartment number or a cell phone number. Not only did the driver have a number (he called me) I verified the address with dispatch prior to the delivery. It seemed that no one communicated withing the company. No emphasis is placed on customer service, and the employees (minus the woman I spoke to) were rude. Very disappointed with the service and I hope to never have to deal with this company again. read more

TERRIBLE IS AN UNDERSTATMENT. I would give ZERO stars if YELP would allow. The owner is rude and a liar. Long story short, bags delayed are were handed off to this courier for home delivery. delivery was scheduled but never happened. Kept getting postponed. Impossible to get anyone on the phone and when you do they just lie. Over the course of 2 days was told: ~ there is a delay because of the holiday (I'm not unreasonable, this is understandable) ~ We don't have a van large enough to carry 5 pieces of luggage currently. (LIE) ~ We don't have any other deliveries going out your direction so you just have to wait. ~ It's probably best if you just come pick it up yourself. After 2 full days of this nonsense, we made the hour drive to pick up as we were told they were open 24 hours. Well, surprise! Thy were not open and building all locked up. So back home an hour I went. Several hours later I was able to reach the "owner" again and he said, your bags are on the next run out and will be delivered today. After 6 hours and the air tag still pinging the location at the Courier, I called again and again and again with no answer. I finally got back in the car and headed out another hour. While in the car I called again and got the not so friendly owner again who then began yelling at me that the bags were on the way and leave him alone. I stated to him that the bags were not on the way as the air tag was still pinging his location, and he said "it's because the driver is prepping the van and he's doing his final paperwork and has not actually left yet." I just need to relax and wait and the bags will be there shortly. I called BS on him and said Sir, you have been telling me stories for days, please just tell me the truth where my bags are and I will come get them myself as I need them. He then started yelling at me that he wasn't going to unload his van from deliveries because I was coming and that I was stupid for placing things I needed in a checked bag. I continued my drive to the facility. When I arrived the front door was locked, I knocked on it and no one would answer even though people were inside. I went around the back of the facility where I found a delivery van, but no people to be found, I took it upon myself to look in the unlocked van to see if it was loaded with bags for delivery. And surprise, the van was empty. At this point another van, unmarked with company logos, pulled up and the gentleman asked me if he could assist me. I asked if he worked there and if he was heading out with deliveries. He said yes he worked there but there are no more deliveries for the day as this is the time where they do airport pickups only. I explained to him what was going on, and he was very apologetic and assisted me immediately. He knew exactly where my bags were, and took me into the warehouse to gather them. He said that in his systems are baggage was marked "hold do not deliver". They were not out for delivery as the owner had stated over and over again they were never intended for delivery. Had I not pressed the issue, I would have never seen my luggage again. I thanked him profusely and said how nice he was and explained to him that the gentleman that had been answering the phone the entire time was not so nice, and he said yeah we get that a lot. I then told him that before I took the luggage, I would be opening each and every one of them to checking the contents were intact as the way things were being handled made me skeptical that this was a legit honest business. He was more than understanding. Everything was accounted for. However the luggage itself was terribly banged up and some of the contents were damaged. This could have happened anywhere along the way, but in all my years with flying with this airline, I have never had an issue until my luggage was handed off to DCS. Unfortunately, as a consumer, you have no control over using this Courier should your luggage be delayed. Airlines need to be made aware of the shady practices of this company. This morning, 12 plus hours after I picked up my luggage myself, we received a text message saying that our luggage was successfully delivered. I can bet my bottom dollar that this company proceeded to bill the airline for a delivery that never took place. Additionally, this courier has MULTIPLE phone numbers (some out of state) that all port back to the same "local" phone number (562 579-6200) which does not answer and has a full mailbox. 310-348-9901 310-322-7446 330-333-5044 330-625-5379 read more

It was very bad. My luggages was missing on Luffthansa business class flight and finally found and this company were hired to deliver my bag. 3 days later I still have not gotten my bag. read more

They delivered a bag at 5 a.m. On a Saturday morning! On any day this would be too early but on a Saturday this is beyond unacceptable. Unbelievable and terrifying to have someone knocking on your door at 5 a.m. to deliver a bag Grateful they delivered the bag but they should really rethink their timing. read more

The worst customer service ever!!! They are unhelpful, rude and disrespectful. They could not locate my bag, ignored my calls, said they would call me back with info but never did. TERRIBLE BUSINESS - SORRY IF YOU GET STUCK WITH THEM. Callled me at 12AM and woke me up and said they were delivering my bag but didn't deliver until the next day at 5PM. read more

unable to get in touch with this company. have luggage that has not being delivered. cannot get info regarding status of luggage. Lufthansa uses this service, and they are no better than Direct Couries in customer services read more

This company is consistently terrible. British air doesn't respond. The person at the courier lied and said our luggage had been delivers to the hotel the night of our arrival. After 4 phone message he finally answered with a "what do you want"!! The luggage is still missing and BA has closed the file! It is now Monday and since it is a holiday the refuse to respond. Ironic it is a US holiday about dumping the British.! The courier is supposed to be open 365 days. I am calling with a different phone since they are dodging my calls. Sad to see others have had items stolen as I bet ours are gone too. Why won't British Air fix this??? read more

TERRIBLE. And the worst part is, you'll have no choice in the matter if you flew British Airways and they lost your luggage (like myself and the previous reviewer). I landed on Friday night at LAX and was told my bag was left in Heathrow, inexplicably for the second time on the same trip. The BA rep had me fill out the necessary paperwork and told me I'd have my bag by afternoon of the next day. At 12:30pm Saturday, I receive a text from BA that the bag has landed at LAX and would be retrieved by Direct Courier Services at 4pm. At 6:30pm DCS called me and told me they had only just made the pick up and I should expect it between 9 and 10pm. I asked why it was 2 1/2 hours after the texted time and he said they never make pickups earlier than 6:30pm. Ok... I had plans that night after 10pm but figured I'd be in the clear. 9:30pm passes, then 10pm. And at 10:10pm I call the number from earlier in the day to check the status - it goes to a generic voicemail box so I leave a message. Then I call the number provided by BA and it also went to a voicemail box that's FULL. Ditto for the second number listed on Google. I even resorted to emailing as a last ditch effort. It ultimately took 7 calls over the course of an hour to get though to a person. When the operater answered, I incredulously asked how their voicemail box could be full and no one around to answer their phones to which he replied "well 200 people are calling us". Wow. I angrily told him my bag was now over an hour late and my night was wasted and he said he'd call the driver and get back to me. This should come as a shock: he didn't call me back. Over 30 minutes later and 8 unanswered calls in a row, I finally get through again and the same guy unconvincing says "oh I just got off the phone with the driver. He's stuck in traffic in Hollywood. There's some event. It'll be a few hours." A few hours?? It's now after 11:30pm! I express my extreme frustration and he assures me 95% of the time this kind of thing doesn't happen. Uh huh. So, 1:15am, SUNDAY, the bag that was supposed to be picked up at 4pm from LAX the day before, and delivered to me over 3 hours ago, is now at my apartment complex door. Not MY door mind you, because despite giving the driver instructions over the phone to buzz my number so I could let him in, he couldn't figure that part out (the first person to have that problem in the entire time I've lived here by the way). He was yanking the handle making a ruckus when I went outside to meet him. Short of returning my bag ripped apart and covered in dog feces, I can't imagine a worse performance from a company whose sole job is to deliver luggage in a timely and efficient manner. I've alerted British Airways of Direct Courier Services' utter incompetence and hope they cease all ties with them ASAP. read more

My flight arrived at 2:30 PM and @United assured me that the luggage would not arrive later than 8:30 PM. DCS has been unresponsive and Irene Martinez hung up on me as well as ignored my calls. In addition, the driver Jairo refused to give an estimated delivery time saying that he was on his way to my house, however, when I spoke to Irene Martinez at DCS, she confirmed that he had not even picked up the luggage. She told me that the previous driver has an issue with his car and that's why the luggage was not delivered and Jairo had to go to the first driver to pick up my one luggage for delivery, but magically the luggage was delivered to the warehouse by the previous driver whose car had been towed. The lack of customer service and inefficiency is appaling and the lies told by the employees at this company is disgusting read more

Can I give negative stars??? 100% AWFUL. Our luggage was left in Dublin and so we made a claim at LAX when we landed and our luggage did not arrive. I told the personal at LAX that the luggage should be delivered to my work address because I wouldn't be home in the week to collect it at my home address. He wrote it on the paper work and that was that. I received two follow up calls from the airline (outsourced customer service) and told them both times I needed it delivered to my work address which they CONFIRMED. This morning I get a call from this service and CONFIRM THE ADDRESS OF DELIVERY AS MY WORK ADDRESS. 2pm and the driver asks me to come outside so I do and she is no where to be found because she went to my HOME ADDRESS. I gave her my work address and she said it is too far (even though it is closer to their corporate offices than my home address was) and that I can call her when I get home and she will HOLD MY LUGGAGE AT HER HOUSE. What do you mean hold my luggage at your house? I called the company to tell them what happened and to try to find a solution and they were unapologetic rude gave no remorse or care that I told FOUR PEOPLE that I needed my luggage delivered to a specific address and basically ended the phone call by just no talking to me anymore. Fingers crossed I actually get my luggage. read more

Extremely unprofessional and rude. I don't think I need to say anymore. How on earth are they still doing business!!!

The most disorganized, dishonest, incompetent company I've ever had the displeasure to deal with. Mario lied time after time about the delivery, and when I expressed my frustration with them being 12 hours late, he then threatened to return the luggage back to BA! They ultimately failed to actually deliver the luggage at all, we actually drove to their office to pick it up ourselves. If you are unfortunate enough to use their 'services', I suggest you forget any expectation whatsoever of them being able to deliver anything and just go collect it yourself. read more

This company is terrible, terrible, terrible!!!! The British Airways lost our luggage on the date when we arrived LAX. We were told the luggage would be delivered to our house the next day at 2pm. However, we had been waiting for more than 9 hours and still hadn't got our luggage next day. So we called Direct Courier Svc to inquire when we could get the luggage. The representative, Jesse, told us that we, as the customer, should not inquire him about the luggage as he has more than just 1 customer. He would send the luggage by mid-night, so we should just keep awake and waiting for the luggage. I was shocked by his attitude. We had already been waiting from 2pm to 11:30pm, so it's our fault to just inquire? Both my husband and I had to work early next morning. Nevertheless, how could he keep asking us to wait for such a long time? I don't understand why British Airways uses this company. But we are also very disappointed by British Airways. They lost our luggage at first place. And then we had to deal with this kind of attitude ???!!!! read more

Flew British Airways home from Germany, and had to connect from Munich at Heathrow to LAX. I was one of around 100 passengers on that flight whose bag was left in London. BA sent it the next day on a flight that arrived that evening. It took a couple of days for it to get through whatever the system is at LAX, but a little over 24 hours after Direct Courier Services notified me they would be delivering it, my bag was brought to my front door by a very pleasant female courier. My bag was intact and everything was in it just as I had packed it. They did a fine job taking care of what was a very stressful situation. read more

Lufthansa Lax gave this company my luggage and they delivered 36 hours later at Santa Monica! They called us that they come in 2 hours! So 36 hours later they just dropped at 3am the luggage on the street. I had to bring our luggage myself into our rental houses. read more

After trusting BA with the delivery of my bag- I started getting really concerned when I could not get hold of this company. After multiple attempts, had the worst customer service, rude people at the other end of the line, and they each contradicted what the other said. I got so worried after reading the reviews here, and after BA services themselves could not get a hold of this company, that I got in my car to drive all the way to their offices to find it myself. As I was departing, the driver finally showed up. Saying he had called to let me know he was arriving (he had not as I was waiting by the phone all evening). -I recieved a text saying my bag was delivered- one hour before it was actually in my hands. -It was almost 24 hours after they were meant to deliver, that they finally showed up. -they have substandard customer service (Jeffy was one of the persons that I spoke with) -they are not trust worthy, they don't have a modern system for tracking, their "customer service" non existent. Found out the owners name is Mr. Barajas- if you ever read this sir, your company is terrible- it is unbelievable to me that you are still in business. Will send a letter of complaint not only to Mr. Barajas, but to BA as an international airline should not be using such an unreputable company. @britishairways. read more

Horrible Service!!!! I can't believe the airlines would use DCS for the carrier of their passengers who pay money for their services! This place should NOT be in business PERIOD. They are RUDE and UNPROFESSIONAL. I waited ALL DAY for my lost luggage to be delivered. It's been over 24 hrs and I STILL don't have my luggage. No phone call from the carrier. No updates to confirm any delays! Every-time I call the airlines they tell me that no one picks up the phone at DCS. How is this ok? No one can reach the company that the airlines have my suitcase to? read more

Rude,rude,very unprofessional.Do they get paid for their service? I don't understand why the airline companies are still using them Very disappointing read more

If you trained monkeys to deliver luggage they would do better than clowns. Such a shame Emirates doesn't find a better delivery company.

This is an incredibly sad company. My luggage was delivered in an personal vehicle, with an un-uniformed driver, who brought his dog to deliver my bag. There is nothing that presented professionalism or even suggested my luggage would be safe with a company like this. I contacted the main office, and was treated pretty poorly, and was spoken to condescendingly. I realize most people won't be able to find out how terrible this company until they get their luggage, but please, please, please, if you contemplate using their other services, don't do it. Their website is 100% a lie. read more

completely unprofessional, incompetent and a bunch of liars. Left the wrong bag and drove off without even to check if correct bag was in truck. Then blamed the airline, when in fact it turned out it was driver delivery error. read more

I have been dealing with this company for over 4 months now and every time they move my parcel from one place to another they continue to ask me for more money and more money I think they're keeping my partials hostage I don't know where else you're trying to but I asked if anybody is going through the same thing I have at first and then carrying company had my partial switch carrier and they got in trouble with the government for somehow and direct detail carrying service took over the company according to what they send me an email they have took and thousands and thousands of dollars for me wanting more money more money for fees of import taxes from you-name-it property taxes government taxes Royal taxes you name it I've been I've been charged I don't know what else to do I have some very important paper that my husband send me from Afghanistan but I have yet to receive its going in a year this April and I still have not received the parcel just sending $3,000 in August now they're asking for more money it's coming over seas they're asking for another additional 3200z read more

Ditto the other reviewers. Terrible terrible dismissive service. British Airways needs to drop this company ASAP.

We are only giving one star because not giving anything places the review in a negative and hidden status. British Airways consigned two pieces of luggage that they had failed to load on our flight from London. The bags were sent the next day and arrived in the afternoon. Direct Courier took custody about 5pm and when we called about 8pm they informed us that the bags would be delivered between 9 and 11pm. After not arriving by 11, I called and was told the driver was enroute. We waited and finally went to bed only to be awakened after 1am by a person who only had one of the two bags in the back of an open bed pickup truck. He said the second bag would be delivered the next day. I called later that morning and made arraignments to have the bag delivered shortly after 5pm. A little after 8pm we got a call from the driver who said he would be to our home by 11pm. He did arrive at 10:10 pm and after taking delivery I noted that the bag was missing the nylon security straps we had placed on the bags in Rome. Further inspections revealed the bag which was newly purchased for this trip was stained and beat up. The zippered compartments on the lid was unzipped and the pouch was missing several small items. I then noted that the zipper for the lid was open about 6-7 inches and when I opened the bag it was jumbled about like someone had been rifling about. An inventory of the contents revealed several souvenirs were missing. British Air was of little help other than to direct us to file a claim on their website. Main points taken with this company was the attitude of the company that we were inconveniencing them by asking them to deliver our bags in a timely manner and in good condition. My wife did receive a voice mail message from someone Tuesday morning, but the number he left was to a discontinued pager and the number in our caller ID failed to call us back. We declined to call the company again since the previous calls fell on deaf ears. read more

I have very similar negative experience as other reviewers. I did not receive the luggage at the time they promised at midnight on July 24th. I received it at 1:40 AM( July 25th) this morning. It has caused tremendous uncertainty and stress about the baggage delivery status because the person "Jessie" from this company kept telling me " It will be there in half an hour" twice, yet can never be kept up the time they promised. He did not answer at all after the second reply and the voice box was full to leave a message. His behavior is very unethical when dealing with a customer who anxiously waiting for her lost baggage. Worse of all, a person who accompanied with the driver said to me rudely " do not complain about your luggage to us, you should be happy that you got your luggage back" when I request to check the content inside my luggage before I sign my name on the receipt for them. Wow, what kind of comment is this? Is this verbal threatening to a customer who has a very basic request in any practice or sexual discrimination because of he, a very muscular man verbally intimidating a small Asian woman like me in a very dark street in front of my house without any hesitance? I have been seriously examining his intimidating language toward me before I pursue the next step legally to stand my ground as a woman. BA should have discontinued having business with Direct Courier SVC a long time ago given all the negative review backdated in 2016. I believe that this company will not sustain for good so long as the unsatisfied customers kept writing the bad review about their services. As customers, we should not compromise the very basic courteous manner every human being deserves. As a woman, we definitely do not accept any offensive, intimidating language from a man in any place, time and whatever context it could be. I am writing this urgently because it is a serious concern for everyone when dealing with Direct Courier, even though I have to go to work in less than 4 hours. read more