Terms and Conditions of Services offered

Smart Track is a service offered by Safe Bag S.p.A. (“Safe Bag” or “Company”) who can support in the search of the luggage if it is lost by the air carrier within the limits and under the terms specified below.



1. Definitions.

In the Terms and Conditions, the terms and expressions listed hereinafter have the following meanings:

Luggage: any container treated with the services offered by Safe Bag, with exclusion of its contents.

Customer: the passenger of any air carrier who purchases the Safe Bag services.

Damaging Events: failure to find the Luggage within the time limit stated in art. 2.3, Luggage Loss.

Airline Refund: the amount paid by the Airline to the Customer in the case Damaging event occurs, due to causes to it attributable.

Refund Request Form:has the meaning set forth in Article 4.

Failure to deliver the Luggage: failure to deliver the luggage upon arrival at the destination airport.

Refund or Refund by Safe Bag: has the meaning set forth in Article 3.1.

Refund Request: has the meaning set forth in Article 4.

Safe Bag Code: the unique 14 digit code associated to each bag handled by Safe Bag.

Safe Bag Web Site: web site available at the following web: www.safe-bag.com.

Smart Track Web Site: web site available at the following web: www.smart-track.com.

Smart Track Mobile App:application for mobile devices with iOS and Android operating systems, available on Apple Store and Google Play.

Luggage Loss: failure of tracing the luggage within 21 (twenty-one) days from the Failure to deliver the Luggage.



2. Smart Track.

2.1. The tracing of the Baggage is ensured through, the attachment of the Smart Track Card on it containing the Safe Bag Code, and from the SITA service World Tracer Unique Identification Service. The Customer is required to activate the Smart Track service before flight departure through the registration of the Safe Bag Code via the Smart Track Mobile App or Smart Track Web Site. The registration entails providing name and contact information. Failure of registration by the Customer prior to departure results in the non-activation of the Smart Track service.

2.2. Safe Bag benefits from the SITA World Tracer Unique Identification Service (UIS). This service allows the Lost & Found operators, SITA affiliates at any airport, to enter the Safe Bag Code in a field in the dedicated database for registering found luggage (OHD – On Hand Database). The inclusion of Safe Bag in the On Hand Database (OHD) generates an instant message to the Company, who is then able to cross-check the data and contact the Customer to provide the necessary support for the recovery of the Baggage identified.

2.3. Safe Bag is committed to ensure that it will trace the Baggage within 2 (two) days from the date on which, because a Failure of Luggage Delivery, the Customer has filled out the Property Irregularity Report (hereinafter P.I.R) at the Lost & Found of the destination airport. However, the Smart Track service will terminate in any event after the expiration of twenty one (21) days from the Failure of Luggage Delivery.

2.4. It is understood that the Customer Care Safe Bag offers support to the Customer in the search of the luggage which has not been delivered by the air carrier to facilitate its retrieval. However, it is not responsible for the localization processes of the air carrier or airport handling company, nor has any relationship with the internal search procedures of the same. The Customer Care is available from Monday to Friday from 09.30 to 13.00 and from 14.00 to 18.00 GMT (+1) by telephone: +39 0691511041 or via email: customer.care@safe-bag.com.



3. Refund Disclaimer.

3.1. Safe Bag and the Customer agree that, in case of Damaging Events, the Company will be required to refund a monetary amount to the Customer, quantified according to as stated hereinafter, excluding refunds for further damages (hereinafter referred to as “refund by Safe Bag” or even just “refund”).

3.2. In case of Luggage Loss, the refund by Safe Bag will be paid only after the Customer has received the Airline's refund, and for a sum equal to that refund up to the following limit of €4.000 in case of Lost Luggage.

For example, in the case of Luggage Loss to checked-in items:

  1. If the Airline Company’s Refund amounts to €1.000, Safe Bag’s refund will also be of €1.000, for a total of €2.000;

  2. If the Airline Company’s Refund amounts to €4.000 or higher, the refund by Safe Bag will be €4.000;

  3. If the Airline Company does not issue any Refund, Safe Bag will also not make a refund.

In any case, the total amount of the sums paid to the Customer by the Airline and Safe Bag cannot exceed the value of the Luggage declared by the Customer.

3.3. In case there is a failure to find the Luggage within the period referred to in article 2.3, the refund will be € 100 per day for each day following the expiration of the period referred to in article 2.3. until the actual recovery of the Luggage. The refund shall not in any case exceed the sum of € 1.000, even if it runs for more than 10 (ten) days from the expiry of the period referred to in article 2.3.

3.4. The arising obligation to the payment of the refund by the Company is subject to the following conditions:

  1. the Smart Track Card has been attached to the baggage, which has been registered and delivered at the time of check-in (baggage tag) to the authorized airport personnel;

  2. the Customer has activated the service via Smart Track Mobile App or Smart Track Web Site before departure;

  3. the Customer has made ​​adequate communications within the prescribed period and has complied with the Instructions in Damaging Events as described in article 4.

3.5. The payment of the refund by Safe Bag is subject to the submission of the following documents:

  1. Copy of the P.I.R. Form (Property Irregularity Report), irregularity luggage report prepared by the Airports Lost & Found;

  2. Copy of the Safe Bag Sales Receipt as proof of purchase;

  3. Copy of Airline ticket, boarding card and baggage tag issued by the Airline Company;

  4. Copy of the Refund Release form issued by the Airline Company, indicating the amount of the refund (where necessary);

  5. Copy of the bank transfer or other document as proof of payment made by the Airline Company (where necessary);

  6. Copy of the Consignment Note issued by the courier who carried out the return of the luggage to the Customer or document issued by the airline at the moment of consignment at the airport of the Baggage, as proof of the date of Luggage tracing (where necessary).

3.6. It is understood between the parties that the refund perceived by the Customer for the Failure to find the Luggage within art. 2.3. cannot be combined with the refund for the Luggage Loss.

3.7. It is understood that the Customer is not entitled to the payment of any refund or otherwise to any compensation: i) in the case where the notification of Damaging Events is made after the deadline specified in the Instructions to follow in Case of Damaging Events as described in article 4; ii) in the event that the Customer notifies Safe Bag of Damaging Events by means other than those specified in the Instructions in Case of Damaging Events described below; iii) if the Customer fails to provide adequate documentation of payment of the refund by the Airline and its amount in the case of Luggage Loss; iv) if the Customer fails to provide a copy of the document certifying the date of successful delivery of the Luggage to the Customer by the airline, in the event that the baggage is not found within the period referred to in Article 2.3.; v) for the expenses incurred for the purchase of goods and any other charges or discomfort arising from the Failure to Deliver the Luggage.

3.8. It is expressly excluded that any additional damages be refunded other than the refund recognized to the Customer under this article, which depletes therefore any obligation of Safe Bag to the Customer as a result of the Damaging Event.



4. Instructions to follow in Case of Damaging Events.


Compilation of the P.I.R. at the Lost & Found of the destination airport

In the case of Failure of Luggage Delivery at the destination airport, the Customer must:

- Immediately go to the Lost & Found office and fill out the Property Irregularity Report (P.I.R.) before leaving the airport;

- notify Safe Bag SpA, through the Smart Track Mobile App, the failure of luggage delivery by the airline.

Report the Complaint to the Airline

After completing the P.I.R, the Customer must report the Failure to Deliver the Baggage to the Air carrier, to enable the necessary procedures to provide for the refund of the Airline.

Refund Request to Safe Bag S.p.A. within the prescribed period

No later than 21 (twenty-one) days (i) from the expiration of the term of art. 2.3., The Customer is required to request a refund directly from the Smart Track Web Site or, alternatively, by sending a letter with return receipt, addressed to Safe Bag S.p.A, Customer Care Office, 6/A Via della Fonte di Fauno, 00153 Rome, Italy (the “Refund Request”).

Document Collection and compiling and sending of the Refund Request form and Refund Release Form

Following the Request for Refund within the time frame indicated, the Customer will receive a form by e-mail pre-filled with data collected and with instructions to follow to obtain the payment to refund in accordance with the above Article 3 (the “Refund Request form”).

The Customer is required to upload in a dedicated section of the Safe Bag Web Site, an electronic copy of each of the following documents:

  • Signed and compiled Refund Request form;

  • Copy of the Safe Bag Sales Receipt as proof of purchase;

  • Valid proof of identity document of the Customer;

  • Copy of Airline ticket, boarding card and baggage tag issued by the Airline Company;

  • Copy of the P.I.R. Form (Property Irregularity Report) issued by the Airport Lost&Found;

  • Copy of the Refund Release Form issued by the Airline Company, indicating the amount of the refund (where necessary);

  • Copy of the bank transfer or other document as proof of payment made by the Airline Company (where necessary);

  • Copy of the Consignment Note issued by the courier who carried out the return of the luggage to the Customer or document issued by the airline at the moment of consignment at the airport of the Baggage, as proof of the date of Luggage tracing (where necessary).

Upon receiving all above documents, the Safe Bag Customer Care will process the refund, carrying out all the necessary checks. If there are no anomalies, the Customer will receive via email a “Refund Release Form”.

The Customer is required to enter and upload in a dedicated section of the Safe Bag Web Site, an electronic copy of the “Refund Release Form” which has been duly filled and signed, and furthermore send the original signed copy by post to the following address Safe Bag S.p.A., Customer Care Office, Via della Fonte di Fauno 6/A, 00153 Rome, Italy or Via fax to the following number: +390669307477.

Only upon receipt of the original copy of the “Refund Receipt Form” duly completed and signed form via mail or fax, Safe Bag can proceed with the payment.

If after 6 months from the date of the refund request to Safe Bag, the requested documents have not been submitted, or for any other reason resulting in the delay of handling of the Damaging Events not attributable to Safe Bag S.p.A, the Customer's refund request will be closed and filed without payment.



5. Advanced Booking

The Safe Bag Services can be purchased directly from the Airport stores or booked in advance on the Safe Bag Web Site, Smart Track or through an authorized third party booking system. The Safe Bag Services cannot, however, be purchased using reservation systems or unauthorized travel agents that create reservations through automated applications (e.g. screen scraping).

A booking is only valid for the named Passenger and the flight for which the booking was originally made for​Reservations are not amendable, and are non-refundable in the event that the Customer does not make use of the services booked.

Valid from 01/07/2014