Frequently Asked Questions

We support passengers by actively managing their luggage case with the airline. With your authorization, we: • Communicate directly with the airline • Monitor case progress and response timelines • Follow up when responses are delayed • Review and clearly explain airline information • Keep cases active so they do not stall due to lack of response Our role is to apply consistent oversight and keep you informed at every stage.

No. Flight Bag Rescue is completely independent. We do not work for airlines or airports we work for you, the passenger.

No. Flight Bag Rescue does not physically collect or deliver luggage. Recovery, delivery, or collection arrangements are handled by the airline and its appointed partners. We liaise with the airline to confirm available options, clarify whether delivery or collection applies, and keep you informed of next steps.

Once your case is submitted and payment is confirmed, we review your details and begin managing communication with the airline. You’ll receive confirmation once your case is opened.

We begin reviewing and progressing cases promptly after payment, during business hours. Update frequency depends on the service level you choose.

You will receive structured updates based on your chosen service:          •        Basic: every 72 hours          •        Standard (Recommended): every 48 hours          •        VIP: every 24 hours Updates are provided even when there is no change, so you are never left without information.

All service levels involve genuine case handling and airline communication. The difference is priority, follow-up intensity, and update frequency:          •        Basic: cases are monitored and progressed at a standard pace          •        Standard: cases receive more proactive follow-ups and priority handling          •        VIP: cases receive the highest internal priority, closer oversight, and more frequent updates Care remains consistent across all services — urgency and intensity differ.

Yes. You can upgrade your service at any time if your case becomes more time-sensitive or you would like increased priority and follow-ups.

No. Airlines control baggage systems and final outcomes. What we do guarantee is active case support, follow-ups where appropriate, and clear communication throughout.

Timelines vary depending on the airline, route, and baggage handling process. Some cases resolve quickly, while others take longer. We keep you informed throughout, regardless of how long the process takes.

We liaise with the airline to monitor the case and explain next steps. International cases may take longer due to airline processes, but we remain actively involved, follow up where needed, and keep you informed of recovery, delivery, or collection arrangements.

If a bag cannot be located after all reasonable steps have been taken, we will explain the outcome and guide you through the airline’s claims and compensation process.

Yes. The £50 Basic service is a one-time fee for opening and monitoring your case. If you require increased follow-ups or priority handling, you can upgrade your service at any time.

No. Fees cover the time, resources, and case handling work carried out. Because work begins immediately and continues throughout the case, services are non-refundable.

No. Travel Companion is not a medical or mental health service. It provides reassurance and guidance only.

Yes. You can use Travel Companion even if you are already at the airport and feeling overwhelmed. You can also pre-book the service before your trip for planned support.

Support is provided via WhatsApp messages, WhatsApp calls, or phone calls, depending on your preference.

Support can begin from the moment you are on your way to the airport. Support continues through the most stressful parts of travel, including waiting, boarding, and take-off. Support is also available when you arrive at your destination if you need reassurance or guidance.