Losing something while travelling through a busy airport can be stressful, especially at Heathrow, the UK’s largest and one of the world’s busiest international hubs. Every month, thousands of items — from passports to laptops — are lost or misplaced across Heathrow’s terminals.

Fortunately, Heathrow has an efficient and secure lost property system managed by an official partner that helps reunite travellers with their belongings quickly.

This 2025 guide explains how to report a lost item, file a claim, pay handling fees, and collect your property — step by step.

Who Manages Lost Property at Heathrow?

All lost property at Heathrow is managed by Smarte Carte UK Ltd, the official lost and found operator appointed by the airport.

They handle every item found in terminals, security areas, buses, and car parks, storing them securely for up to three months from the date they are handed in.

The Heathrow Lost Property system is integrated with an online database powered by Lost and Found Software (lhr.lostandfoundsoftware.com), allowing passengers to search, report, and claim items 24/7 from anywhere in the world.

Step-by-Step: How to Recover Lost Items at Heathrow

1. Determine Where You Lost It

Before filing a claim, identify the most likely location of your lost item:

• On the Plane:
  Contact your airline directly. Many carriers, including British Airways, use the Smarte Carte system but require passengers to file a report through the airline’s website first.
• In the Terminal or at Security:
  Items found within the terminal or at security checkpoints are handled directly by Smarte Carte UK Ltd via the Heathrow Lost Property portal.
• At Baggage Reclaim:
  Contact your airline’s baggage services desk — not the lost property office — as checked luggage is managed by the airline.

2. Search the Lost Property Database

Visit lhr.lostandfoundsoftware.com and search the online database:

• Enter a detailed description, date, and location of the lost item.
• Add identifying details like colour, serial number, brand, or tags to improve match accuracy.
• Check regularly — it may take 24–48 hours for newly found items to appear in the database.

3. File a Lost Item Report

If your item doesn’t appear in the database:

• Submit a Lost Property Claim Form via the same online platform.
• Include your flight number, terminal, date/time, and item category (electronics, ID, etc.).
• Provide as much detail as possible — vague descriptions delay recovery.

Once your item is identified, you’ll receive a confirmation email with collection or delivery instructions.

4. Pay the Storage or Shipping Fee

Heathrow applies a small handling and administration fee based on the item type, usually between £5 and £25, plus postage if you request shipping.

You can pay securely online. Worldwide courier delivery is available through approved partners such as Saatkary Courier, which also manages ID verification, customs paperwork, and real-time tracking.

5. Collect or Receive Your Item

Once confirmed, you can either:

• Collect in person from the Smarte Carte office, located near Heathrow’s Central Terminal Area (accessible from Terminals 2 and 3).
• Request courier delivery to any UK or international address.

To collect your item, you’ll need to show:

• A valid photo ID (passport, driving licence, or national ID card).
• Proof of ownership, such as a matching serial number, email confirmation, or item description.

Time Limits and Storage Policy

• Smarte Carte stores most lost items for up to 3 months.
• After that, unclaimed items are donated, recycled, or safely disposed of, depending on their condition.
• Certain goods — including food, e-cigarettes, and liquids — are kept for only 24 hours due to safety regulations.

Lost Passport or ID Document?

If you’ve lost a passport, driver’s licence, or other official identification:

• Contact your embassy or consulate immediately to report it lost or stolen.
• File a claim with Smarte Carte via the official portal to check if it’s been recovered.
• All ID documents are returned through a secure verification process to ensure privacy and compliance.

For travel re-entry, consult your embassy’s emergency document procedures before heading to the airport.

Tips to Prevent Future Losses

• Label your devices and bags with your name, phone number, and email.
• Take photos of important documents and valuables before travelling.
• Use one compartment for essentials (passport, wallet, phone) when passing through security.
• Attach AirTags or Bluetooth trackers to high-value items such as laptops, cameras, or luggage.

For smoother travel through Heathrow, check out our Luggage Rules for London Transfers 2025 and Heathrow Terminal Guide 2025.

Final Word

Heathrow’s Lost Property service, managed by Smarte Carte UK Ltd, provides a fast and transparent process to reunite travellers with their belongings. From online search to courier delivery, every step is digital, trackable, and secure.

If you’ve misplaced something at Heathrow in 2025, start by searching the online database, file a detailed claim, and follow the official recovery process. With clear procedures and dedicated support, most travellers recover their belongings in just a few days.