Common Questions – The Box House Hotel

Where will we pick up or drop off our luggage?

The courier will meet you outside the passenger arrivals/departures terminal. This is where taxis and shuttle buses pick up and drop off passengers. Please text/whatsapp/call us when you arrive at 646-589-4340.

JFK ARRIVALS (ARRIVALS (LOWER) LEVEL)
TERMINAL 1 - Pick-up Area 1
TERMINAL 2 - Pick-up Area 1
TERMINAL 4 - Pick-up Area B
TERMINAL 5 - Pick-up Area 5
TERMINAL 7 - Pick-up Area A
TERMINAL 8 - Pick-up Area A

JFK DEPARTURES (DEPARTURES (UPPER) LEVEL)
TERMINAL 1 - Curbside under your airline sign
TERMINAL 2 - Main Door
TERMINAL 4 - Door 2
TERMINAL 5 - Door 5
TERMINAL 7 - Outside Curb at the Crosswalk
TERMINAL 8 - Outside Curb Door F

LGA ARRIVALS (ARRIVALS (LOWER) LEVEL)
TERMINAL A - (MARINE AIR TERMINAL) Main Door
TERMINAL B - Curbside under your airline sign
TERMINAL C - Pick-up Area 3
TERMINAL D - Curbside near the middle crosswalk

LGA DEPARTURES (DEPARTURES (UPPER) LEVEL) TERMINAL A - (MARINE AIR TERMINAL) Main Door
TERMINAL B - Curbside under your airline sign
TERMINAL C - Curbside under your airline sign
TERMINAL D - Curbside under your airline sign

What locations do you service?
We service The Box House Hotel, JFK & LGA Airports
What if we need service to or from another location?
You can book service anywhere in the New York Metropolitan Area as well as parts of New Jersey and Long Island at the Free Your Arms webpage http://fya.nyc
What are your hours?
For outbound service your items must be dropped off at your hotel by checkout time. For inbound service your bags will be delivered before your check-in time. Airport Exchange times are as followed. 7:00am - 9:00am 5:00pm - 7:00pm
What if we need service outside the available hours?
We offer a 24 hour On-Demand luggage service on http://fya.nyc. Please note that additional fees apply between 7pm–7am.
Can I store my bags overnight?
Of course. You can store your bags for as many nights as you want!
Is my luggage safe and secure?
Yes, your bags are picked up and stay with the courier through the delivery. For overnight storage, your bags are stored in climate controlled units with 24 hour surveillance. This facility is closed to the general public. Tamper evident tags are also available upon request.
Are you insured?
Yes, we are insured for up to $1000 per reservation total liability for lost or damaged items. Please refer to our terms and conditions for more details on items covered.
How do I pay?
Once you've got your quote you can go through to our secure online checkout. Our drivers are not able to accept any cash as payment.
What if I need to add or subtract bags?
Please contact customer service at +1 844 – 448 – 3547 or respond to your email confirmation to add or subtract bags.
What if I need my luggage returned earlier than the scheduled time?
We suggest notifying us at least 90 minutes before your reservation time to avoid additional fees.
Can I trust that you will be on time, I have a flight to catch?
Yes, we have never had a customer miss a flight. If we miss your exchange due to our delay, we will get your luggage to you on our dime.
What if I am late?
As long as you are there before the 2 hour window posted the van will wait for you. If you are delayed beyond this window you will be responsible for a $5.99 late fee per bag 15 minutes after your delivery window and every 15 minutes after that, with an additional $24.99 after hours fee if you arrive after 7:00pm plus $4.99 per bag after midnight (The late fee does not apply to incoming flights/cruises/buses provided you leave us your travel information and schedule your pickup at least 45 minutes after your landing.). If for any reason you are not able to collect your bags within a reasonable time frame you may want to consider having your bags shipped to your final destination. This is charged separately and will include a handling fee.