FAQ

Here you will learn more about your questions

How do I use the D2Airport app?

The D2Airport App is a super easy and convenient way to manage your booking and track your baggage after we pick it up with you! Just download the D2Airport App from your mobile device’s App Store or Google Play and follow the simple prompts to get started.

Can I drop off or check large and unusual items such as strollers, golf clubs, bikes, etc.?

We are not accepting large and/or odd-sized baggage at this time. However, we are planning to
offer this service as soon as possible. Sign up for updates to our services.

How many bags can I drop off or check in?

You can check in as many bags as you like. However, it is essential to verify your airline's baggage allowance and restrictions. To do so, visit your airline’s website and review the "Checked Baggage Policy" section for specific guidelines.

When will D2Airport pick up my bags?

D2Airport will collect your bags based on your flight schedule. During the booking process, you will be presented with available one-hour time slots for pickup. You can select the time slot that best suits your needs.

Do you collect baggage from hotels, resorts, or private homes?

We offer baggage collection from designated locations, including airport and port terminals, hotels, resorts, and other specified pickup points. However, we do not currently provide pickup services from private residences.

Stay updated on service expansions by signing up for notifications.

Can I cancel the service?

You may cancel any order without penalty as long as you complete the cancellation no later than 48 hours prior to your scheduled collection time on Partner Airlines & Cruise Lines App or Website. If an order is cancelled less than 48 hours in advance of your scheduled collect time, we reserve the right to charge a cancellation penalty of 100% of your total booking fee. To cancel an order less than 48 hours in advance, please contact Partner Airlines & Cruise Lines through the App or the Website. Cancellations cannot be guaranteed within 48 hours of your scheduled collection time and you may be responsible for the full cost of the order if we are unable to complete the cancellation prior to dispatch of the local driver. We do not offer refunds for any reason except as stated above.

How do I know my bags are safe and secure?

We take a photo of your bags and securely seal them in your presence at the time of pickup. The seal remains intact until your bags are handed over to the airline.

With our advanced tracking system, you can monitor your bags in real time from the moment they are collected until they reach the departing airport.

How far in advance can I book D2Airport to pick up my baggage?

You can book your baggage pickup up to 48 hours before your flight departure time.

What happens if D2Airport is late for my baggage pickup?

We closely monitor our drivers to ensure timely pickups. If we are running late, our team will notify you with an updated arrival time. If we are unable to collect your bags within the agreed time slot, you will receive a full refund.

If you experience any issues, please contact us via our webchat or app for immediate assistance.

What happens if D2Airport arrives and my baggage is not ready?

If your baggage is not ready at the scheduled pickup time, we will try to reschedule for a later time. If rescheduling is not possible, the service will be canceled, and you will receive a 70% refund of the total amount paid.

What should I do if my baggage is missing when I arrive at my destination?

D2Airport is responsible for safely delivering your baggage to the departing airport. If your baggage is lost or damaged upon arrival at your destination, you must file a Property Irregularity Report (PIR) with your airline immediately.

Please note that if you collect your baggage without filing a PIR, it will be considered proof that your baggage was delivered in good condition and to your satisfaction.

What happens if my baggage is lost or damaged?

Please note that if you collect your baggage without filing a PIR, it will be considered proof that your baggage was delivered in good condition and to your satisfaction.

How long before the flight will D2 pick up the baggage?

- Airline service: D2 can pick up your baggage up to 6 hours before your flight. For example, if your flight is at 11:00 PM, the latest available baggage collection time would be 5:00 PM.

- Cruise line service: D2 will pick up your baggage when you debark the Cruise Ship. D2 will wait for you at the cruise line designated location

What if my tracking device on the app stops working?

The service will continue as scheduled, even if the tracking device stops working. You can check the signal and Wi-Fi quality on your phone. We will also provide updates on the checkpoint status through the app.

What if I want to add more bags after finalizing my purchase?

You can modify your booking and create a new one with the additional bags, as long as it's more than 48 hours before your scheduled collection time.

If the time is less than 48 hours, we can add the extra bags at the collection time. You can use your credit card to pay our Associate who will have a credit card reader on-site.

What if my baggage is damaged while in D2Airport’s possession?

We have an insurance policy that covers any loss, damage, or delay in the delivery of your luggage. Please refer to our terms of use for more details.

How long will it take to get a refund in case of cancellation?

D2Airport processes refunds to your bank immediately. However, depending on your bank's processing time, it may take 5-10 business days for the refund to appear on your bank statement.

Will I have support from D2 at the airport?

No, we do not have staff at the airport. For any issues regarding your flight, please contact your airline representative.

Is there a phone number I can call if I can't solve my problem in the chat/SMS/WhatsApp?

No, there is no phone number. Please use the chat, SMS, or WhatsApp for assistance.

How do I make sure my baggage is with the airline?

You’ll receive updates on your baggage’s location via the app until it reaches the departing airport.

Do I need to check in earlier to use the off-airport baggage check-in service?

Yes, you must check in early for us to collect and check in your baggage. Please present your boarding pass or e-boarding pass to our associate at the collection time.

Do I need to be present when I meet D2A’s - D2 Airport's team - at the collection point?

Yes, you must be present for baggage collection. We will verify your photo ID to ensure security protocols are followed and to safeguard your baggage and airline.

Do I need to present an official ID?

Yes, for international flights, you must present a passport. For domestic flights, you can present a state driver’s license or other official government-issued photo ID. Additionally, you’ll need to show your boarding pass or e-boarding pass to our associate.

What’s a tracking device? How does it work?

Our tracking device uses satellite, mobile devices, and internet signals to track the location of your baggage. Our advanced tracking device ensures your baggage is monitored from the collection point to the departing airport.

What if I miss my flight?

If you miss your flight, your airline will unload your baggage. You’ll need to work with the airline to reclaim it or rebook it onto a later flight. If your travel plans include a domestic flight, your baggage may be sent to the domestic destination.

Do I need to collect my baggage at the final destination airport?

Yes, you will collect your baggage at the baggage claim area of your final destination airport.

What happens if I change my flight?

You should cancel your D2Airport service and book a new one.

What happens if my flight is delayed or canceled?

Scenario 1: Flight is delayed by less than 2 hours
The app will automatically adjust the baggage delivery time at no extra cost and notify you of the updated pickup time.

Scenario 2: Flight is delayed by 2 hours or more or canceled
The app will notify you and offer rescheduling options with applicable fees:
- Rescheduling airport pickup → 50% service fee.
- Changing delivery location (e.g., hotel) → 50% service fee.
- User Action: Select a new pickup location or time in the app and acknowledge the applicable fees.
- App Response: The app will update tracking, confirm changes, and provide support via chat/SMS/WhatsApp for urgent issues.

Where can I book the services?

Bookings are available exclusively through the partner airline and cruise line apps or websites. Our app currently does not support bookings.

Can I book extra baggage after making payment to the airline or cruise line?

Yes, extra baggage can only be booked after payment is made to the airline or cruise line.

What are the payment options?

Please check with your airline or cruise line for available payment options.

Do you deliver to any airport?

Please confirm with your airline or cruise line regarding the airports served.

Can I pay the driver or at the time of baggage pickup?

No, payment is due at the time of making your reservation.

Do you pick up my luggage from my hotel room?

No, passengers must be in the hotel lobby with their ID at the time of pickup.

What do I do if I have overweight luggage?

We accept overweight luggage. If you have excess or overweight baggage, you will need to pay the applicable fees directly through your airline’s website or mobile app. Tip: To expedite our services, rearrange the weight of your luggage before we come to pick it up. We will also weigh your luggage when we meet you.

How much is the service?

We charge per collected bag. There are different costs associated with the luggage sizes. At the moment you are booking, you will be given the price according to the airline and cruise line rates for the service.

Can I recollect my bags after I have checked in?

In this situation you need to connect with your Airline company.