A Message from Minnesota and a Lost Bag Waiting at Istanbul Airport

Sometimes our work involves much more than simply collecting a suitcase.

It can mean reassuring someone thousands of kilometres away, coordinating official documents, speaking with airport departments, waiting through customs procedures and explaining every development clearly.

This story began with a message from Ian in Minneapolis, Minnesota.

His medium-sized rolling duffel bag had been found and transferred to the Istanbul Airport Lost & Found Office. Although the bag was safe, recovering it was not as simple as sending a courier to the airport. The Lost & Found Office required advance notice, a signed power of attorney and supporting documents authorizing a specifically identified representative to collect the item.

The Authorization Process

A missing field, an incorrectly attached document or a signature completed in the wrong place could delay the approval process. Additional delays could also result in further airport storage charges.

We therefore guided Ian through the application step by step. We explained which forms were required, how they should be completed and how the documents needed to be attached to the email. After the forms were submitted, we followed up directly with the airport rather than simply waiting for an automated response.

There was also an eight-hour time difference between Istanbul and Minnesota. Our working day often began while it was still late at night for Ian. We planned calls and updates around that difference so that important decisions would not be delayed and he would always know what was happening.

Customs Inspection and Airport Collection

Once the authorization was approved, our assigned courier travelled to Istanbul Airport. Because the luggage was under customs control, it first had to be presented for inspection. The process took longer than expected, but we remained at the airport, followed each stage and kept Ian informed while we waited.

After the inspection was completed, the required airport storage charge was paid and the bag was successfully released to us. We photographed the collection and shared the relevant updates and receipts with Ian.

Comparing International Shipping Options

The next step was international shipping.

FedEx was initially the preferred option because of its faster delivery service. However, the airport branch had closed before the process could be completed. We then compared several alternatives, including FedEx, UPS and PTT.

The quotations varied significantly. FedEx and UPS were far more expensive than expected, while PTT offered a more economical air shipment option. During this stage, the contents of the luggage also had to be reviewed carefully because international carriers apply different restrictions to medication, toiletries, cosmetics, liquids and valuable items.

It then became clear that some of the most important belongings in the bag could not be accepted through the available standard shipping services. Sending only the remaining contents would no longer have been practical, while the available express alternatives cost more than the items themselves.

Rather than taking an unnecessary customs risk or encouraging Ian to pay an unreasonable amount, we explained every option openly.

The Final Decision

Together, we decided that the most sensible solution was not to ship the bag immediately. At Ian's request, the luggage and its contents were placed in secure storage so they could be collected during a future visit to Istanbul.

The unused shipping payment was also arranged for refund.

Although the suitcase did not ultimately travel to Minneapolis, the case was successfully resolved in the way that best protected the customer's belongings and interests. The luggage was recovered from the airport, the official procedures were completed, the customs inspection was passed and the items were placed in safe custody.

What This Experience Meant to Us

Throughout the process, we shared photographs, receipts, airport updates and shipping information. Our goal was never simply to move a bag from one location to another. It was to make sure that a customer on the other side of the world understood every step and felt that their belongings were being handled responsibly.

At the end of the process, Ian shared his experience with a five-star Google review.

For us, this review represents more than a successful airport collection.

It is a reminder that honest communication, transparency and personal attention can be just as important as the delivery itself.

Ian's Google Review

After the item was safely recovered, the customer shared the following five-star review on Google.

★★★★★ Verified on Google Maps

Ana Kurye went above and beyond getting our luggage mailed from Istanbul to Minneapolis. Without exaggeration, I have never experienced better customer service.

Ian Smith, Minneapolis, USA View the Original Google Review