See for yourself — this is us
We would rather show you than tell you. This is our building, our warehouse, our team and some of the real shipments that pass through our hands — not stock photos, but us.
A family-run business, built on loyal people and more than 28 years of solving the problems that come with moving belongings around the world.
People think shipping is about moving boxes. It isn’t, really. It’s about solving problems.
Every shipment is a puzzle with its own pieces: a customs rule at the far end, an odd-shaped item that needs special handling, a tight deadline before a flight, a family relocating with more than they can carry. Anyone can put a label on a box. The value is in working out how to get your belongings, to your destination, through your particular set of complications — and doing it calmly, because we have very likely seen it before.
That is how we think about what we do. You do not come to us with a box; you come to us with a problem you need solved. Our job — since 1998 — is to solve it.
Excess Luggage is family-run, and has been from the very start. That is not a line on a page — it changes how the whole business behaves.
Because it is our family name on every shipment, the same people are accountable year after year. There is no faceless head office, no call centre that changes hands every quarter. When something needs sorting, it is sorted by people who genuinely care that it goes right — because our reputation, built over more than 28 years, rides on it.
Family businesses also think differently about time. We would always rather keep a customer for life than win a single sale, so we give honest advice even when it is not the most profitable thing to say. That long view is why people who first shipped with us as students come back to us years later as parents.
A business is only as good as the people in it — and we have been fortunate to keep good people for a long time.
Our team is not a rotating cast of temporary staff reading from a script. Many have been with us for years. They know the routes, they know the customs quirks, they know the difference between a straightforward shipment and one that needs careful handling — and, quietly, many of them know our regular customers by name. That accumulated, hands-on knowledge is exactly what lets us solve problems quickly instead of fumbling through them.
Loyalty runs both ways. The team’s commitment to our customers is matched by our commitment to them, and we think you can feel that when you deal with us. It is a good deal calmer, and a good deal more human, than a machine.
We would rather show you than tell you. This is our building, our warehouse, our team and some of the real shipments that pass through our hands — not stock photos, but us.
There are plenty of websites now where you book a bag online, print your own labels, fill in your own customs forms, and hope it works out. For a simple suitcase to a simple place, that can be fine. But shipping isn’t always simple — and when it isn’t, you want a person, not a portal.
You do the paperwork. You work out the customs rules. You choose the service and hope it’s the right one. If something goes wrong, you’re in a queue or a chat window. It’s built for volume — you’re one booking among thousands.
We handle the paperwork and the customs. We tell you honestly whether air or sea suits you, and what can and can’t go. A real person — who has done this since 1998 — looks after your shipment from your UK door to arrival overseas. When something needs sorting, we sort it.
It costs a little more to have people rather than software do the work. For a lot of our customers — families relocating, students with a term’s worth of belongings, anyone shipping furniture, instruments or the unusual — that’s exactly what they want. Fewer surprises. Someone accountable. The job done properly.
Yes — family-run from the start, back in 1998, and still today. The same people are accountable for your shipment year after year, which is the opposite of a call centre that changes hands every quarter.
Always. We answer the phone, and you deal with people who understand shipping and have, in many cases, been with us for years. That experience is what lets us solve problems quickly.
A booking site takes your order and leaves you to it. We manage your shipment personally and solve the problems that come up along the way — customs queries, awkward items, tight timelines. We are a problem-solving company that happens to ship luggage.
Many of our team have been with us for years, not months. That loyalty means accumulated, hands-on knowledge of routes, customs and handling — and it is a big part of why we can sort things out calmly when they need sorting.
MetEx House, 496a Great West Road, Hounslow TW5 0TE — two miles from Heathrow, in the heart of the UK’s air-cargo estate. A real family business at a real address, since 1998.
Tell us what you need to move and where it’s going. A real person, from a family business that has been solving these problems since 1998, will help you sort it.
Request a quoteOr call us free on 0800 096 38 39