Lost or damaged baggage

My baggage has been lost. What should I do?

Go immediately to the airport’s Lost and Found office and fill in a report form (known as a PIR - Property Irregularity Report). Send your PIR code, copies of your travel document and the wrapping service purchase receipt to: securebag@truestargroup.com. For more information, see our terms and conditions of service.

My baggage has been damaged. What should I do?

Go immediately to the airport’s Lost and Found office and fill in a report form (known as a PIR - Property Irregularity Report). Send your PIR code, copies of your travel document and the wrapping service purchase receipt to: securebag@truestargroup.com. For more information, see our terms and conditions of service.

I have lost the purchase receipt for the service. How can I ask for a refund?

See our terms and conditions of service.

How is my baggage tracked?

Tracking is done through an identification code associated with each item of luggage wrapped in protective film. See our services page to find out more.

How long will it take to receive my refund?

See our terms and conditions of service.

Contact an operator

If you have not found what you were looking for, you can speak with an operator.

E-mail

Send an e-mail to

Call Center

The service is available for support in the event of loss and damage to baggage, for tracking status information or for any complaints. The Call Centre provides support in three languages.

Freephone Number

00 800 12600086

Paid Number

00 419 12600086

Charges based on the rate applied by the various operators.

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