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.

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Differences relate only to:

• Internal priority.

• Follow-up intensity.

• Update frequency.

 

No service level guarantees recovery, speed, or outcome.

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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.

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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.

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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.

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8. Fees & Payments 

All fees are charged for:

• Staff time.

• Communication efforts.

• Case monitoring.

• Follow-ups and administration.

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

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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.

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

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10. Customer Responsibilities 

Customers are responsible for:

• Providing accurate and complete information.

• Responding promptly when contacted.

• Ensuring contact details remain up to date.

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

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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.

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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.

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14. Data Protection 

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

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15. 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.

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16. Governing Law 

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