SERVING BEST SOLUTUIONS

Terms & Conditions

1. Nature of the Service

Flight Bag Rescue provides an independent luggage case support service for passengers experiencing delayed or missing luggage.

Our service consists of:

Managing communication with airlines and baggage-handling parties.
Monitoring case progress.
Following up where responses are delayed.
Relaying and explaining information provided by the airline.
Keeping customers informed at structured intervals.

Flight Bag Rescue does not operate airline baggage systems, does not control investigations, and does not determine outcomes.

2. No Delivery or Physical Handling

Flight Bag Rescue does not physically collect, transport, store, or deliver luggage.

Any recovery, delivery, or collection of luggage is:

Controlled entirely by the airline and its appointed partners.
Subject to airline policies, availability, and operational decisions.

Where applicable, Flight Bag Rescue may liaise with the airline to clarify available options, but has no authority over how or when luggage is returned.

3. Authorisation to Act

By submitting a case and completing payment, the customer authorises Flight Bag Rescue to:

Communicate with airlines and baggage-handling teams on their behalf.
Access case-related information.
Follow up and request updates.

This authorisation is limited to communication and case support only.

4. Service Levels

Flight Bag Rescue offers multiple service levels (including Basic, Standard, and VIP).

All service levels provide genuine case handling.

Differences relate only to:

Internal priority.
Follow-up intensity.
Update frequency.

No service level guarantees recovery, speed, or outcome.

5. Communication & Updates

Updates are provided based on the selected service level and may include periods where there is no change in status.

A lack of movement or response from the airline does not constitute inactivity by Flight Bag Rescue.

6. No Guarantees or Timeframes

Flight Bag Rescue does not guarantee:

Luggage recovery.
Delivery or collection timelines.
Airline responses.
Case outcomes.

All timelines are dependent on third-party organizations outside our control, including airlines, baggage handlers, customs authorities, and airport operations.

7. Resolution & Limitations

Every case is unique. While we act with diligence and persistence, some cases may remain unresolved due to airline decisions, data limitations, or loss of luggage.

In rare cases, luggage may be permanently lost, mishandled, or destroyed by the airline.

Such outcomes are beyond the control of Flight Bag Rescue, and we shall not be held liable for them.

8. Fees & Payments

All fees are charged for:

Staff time.
Communication efforts.
Case monitoring.
Follow-ups and administration.

Fees are not based on successful recovery and are payable regardless of outcome.

9. Refund Policy

Due to the immediate allocation of staff time and resources:

All services are non-refundable once work begins.
Refunds are not provided due to airline delays, lack of recovery, or dissatisfaction with outcomes.

Flight Bag Rescue does not issue refunds for circumstances beyond its control.

10. Customer Responsibilities

Customers are responsible for:

Providing accurate and complete information.
Responding promptly when contacted.
Ensuring contact details remain up to date.

Flight Bag Rescue is not responsible for delays or limitations caused by incorrect or incomplete information provided by the customer.

11. Limitation of Liability

To the fullest extent permitted by law, Flight Bag Rescue shall not be liable for:

Airline actions or omissions.
Baggage handling errors.
Delays, losses, or damage to luggage.
Consequential or indirect losses.

Our total liability, if any, shall be strictly limited to the value of the service purchased.

12. No-Fault Delays

Flight Bag Rescue is not responsible for delays caused by:

Airline or baggage-handling procedures.
Customs inspections or clearance.
Airport operations.
Third-party system outages.
Staffing shortages or strikes.

13. Travel Companion

Travel Companion is a non-medical reassurance service.
No medical, psychological, or emergency advice is provided.
Support is limited to reassurance and guidance only.
Final responsibility remains with the traveller and airline.
No guarantee of anxiety-free travel.

14. Travel Emergency Panic Button

The Travel Emergency Panic Button is a travel support and assistance service designed to help passengers during unexpected travel-related situations. Support may include guidance, communication assistance, travel coordination support, clarification of travel-related information, and help understanding available options during stressful or urgent situations. Flight Bag Rescue will act in good faith to provide practical support and assistance based on the information available at the time. However, by using the Travel Emergency Panic Button service, the customer acknowledges that:
Flight Bag Rescue does not control airlines, airports, immigration authorities, embassies, hotels, transport providers, government agencies, or other third parties.
Pressing the Travel Emergency Panic Button does not guarantee a specific outcome, resolution, approval, booking, reimbursement, entry clearance, travel permission, or successful travel continuation.
Any decisions made by third parties remain entirely outside the control of Flight Bag Rescue.
Support provided through the Travel Emergency Panic Button is based on staff time, communication efforts, coordination, guidance, and assistance provided during the case.
Due to the immediate allocation of staff time and resources, Travel Emergency Panic Button services are non-refundable once assistance has begun.
Dissatisfaction with the final outcome of a travel situation does not constitute grounds for a refund where support services have already been provided.
Flight Bag Rescue is not responsible for losses caused by missing documentation, denied boarding, immigration decisions, cancelled bookings, third-party refusals, missed connections, airline operational decisions, or circumstances outside of its control.
Customers remain responsible for ensuring they hold valid travel documents, visas, identification, insurance, and required permissions for travel.

15. Data Protection

All customer data is handled in accordance with applicable data protection laws and used solely for the purpose of providing the service.

16. Changes to Terms

Flight Bag Rescue reserves the right to amend these Terms & Conditions at any time.

The latest version will always be available on the website and applies to all active cases.

17. Governing Law

These Terms & Conditions are governed by the laws of England and Wales.