Before you book
What is GateDirect?
We collect eligible checked bags from your home or hotel before your flight, document custody and deliver them to your airline or its approved handler at the airport for final acceptance. Your airline then carries them through its normal baggage system, and after your flight you collect them from the carousel at your destination airport.
Do I still check in for my flight?
You check in for your flight the way you always do — we don’t replace airline check-in, and any document checks your airline requires still apply. What we remove on an eligible flight is the separate bag-drop counter.
Can I use this on any flight?
No. Service is available only for eligible flights operating under approved airline or handler arrangements. Eligibility depends on your airline, flight, pickup location and whether we are approved to serve that trip. Send us the details and we’ll confirm whether it is eligible.
How early should I get in touch?
As early as possible, especially if you want an evening-before pickup. We’ll confirm whether your flight is eligible, the available pickup windows and any cutoff that applies.
At pickup
Where can you collect from?
Homes, hotels and other arranged locations within an area we serve. Hotel pickups need the guest’s authorization and a confirmed spot to meet.
Who needs to be there?
The traveler with valid ID, unless the airline and booking rules allow a pre-authorized representative. For families or group bookings, one adult can handle the handoff only where those rules permit it.
What if I’m not ready when you arrive?
If we cannot complete the required ID and flight checks, we cannot take custody of the bags. They stay with you, and whether we can reschedule depends on your flight timing.
Can you collect the evening before?
Where an evening-before option is available, yes. Your bags stay in our documented custody overnight and are delivered to the airport in time for your flight, for final airline or handler acceptance.
Your bags
What can you take?
Standard checked luggage can be eligible if it meets your airline’s requirements and we confirm service is available for your flight. Special or oversized items may also be eligible once the airline confirms them and you tell us in advance.
Can you take skis, a bicycle or a golf bag?
Possibly. If your airline accepts the item as checked baggage on your flight, tell us in advance and we’ll confirm whether we can collect it. The airline’s packing, size, weight, fee and special-handling rules still apply.
What about my laptop, medication or jewelry?
Keep them with you. Laptops, medication, documents, jewelry and anything valuable or irreplaceable belong in your hand baggage — that is true whether a bag is checked with us or at the counter.
How do I know where my bags are?
We keep a documented record of your bags from the moment we collect them until the airport handoff, and you are updated as they are picked up, move and are delivered — so you can follow the journey through handoff.
If something changes
What if my flight is delayed or cancelled?
Contact us as soon as possible. What we can change depends on whether pickup has happened, whether the airport handoff has been completed and whether your new flight is eligible. Rescheduling and cancellation terms are provided before booking.
What if you are late?
We’ll contact you immediately. If pickup cannot be completed in time, we will not take custody and the bags stay with you. If we already have your bags, we’ll keep you updated while we manage the disruption.
What if my bag doesn’t make my flight?
If a bag cannot be accepted at the airport handoff, we keep custody of it and contact you to resolve the next step. Once your airline or its approved handler accepts the bag, the airline’s normal baggage terms and airport process apply.
What if a bag is damaged or lost?
Tell us as soon as you notice. Responsibility depends on where the issue occurred and whether the bag was still in our custody or had already been accepted at the airport handoff. The applicable coverage and claims terms are provided before booking.
Are my bags insured?
Before booking, we’ll show you the coverage and claims terms that apply while your bags are in our custody, including any limits or exclusions. Keep valuable or irreplaceable items in your hand baggage.
Can I change my pickup?
Yes. Pickup time, pickup address and bag count can be adjusted without a change fee up to one hour before your scheduled pickup window, subject to continued flight and service eligibility.
How is the price worked out?
Our pricing depends on the pickup location, bag count, requested window and handling requirements. Your price is confirmed before any paid booking. Airline baggage, overweight, oversize and special-item fees remain separate unless expressly included.
Do airline baggage rules still apply?
Yes. Your airline’s size, weight, check-in and acceptance rules still apply. We work within those rules; we do not replace them.