Used their online services to book a Hotel to Hotel delivery of a 13kg suitcase from Bangkok to Phuket. Email communication was fine until the suitcase got picked up. We were told it would arrive from 25 Sept 12pm within a 2-3 day timeframe so anytime btwn 25 and 28 Sept. I emailed regularly to ask for updates and to be given the tracking link. You need to be proactive and follow-up, otherwise, you don't receive updates. We arrived in Phuket on 24 Sept and warned reception + checked everyday for our suitcase. On 26 Sept, I emailed Airportel to ask about the status of my luggage and was told it got delivered on 22 Sept. We found it left outside, next to the mail and parcel area. We were very lucky that no one stole it in the 4 days it was left there. All went well but the lack of communication and Luggage safety made the while experience quite nerve-wracking. Good points are it got delivered earlier than announced and it was safely wrapped in cardboard and plastic.