Effective date: Date of purchase of the Baggage Shield service.
This Service Agreement ("Agreement") outlines the terms and conditions between the purchaser of Baggage Shield ("Customer") and Tego Group Limited ("Provider") in relation to the tracking and support of delayed or misrouted checked airline baggage.
Disrupted Baggage: Checked baggage that is delayed, lost, or sent to an unintended destination by an airline.
Resolution Window: The 96-hour period following the actual landing time of the Customer’s flight, within which Provider attempts to assist in the retrieval of Disrupted Baggage.
Service Agreement: The legally binding agreement formed upon purchase of the Baggage Shield service.
Mishandled Baggage Report (MBR): The report filed by the Customer with the Provider containing required details about the delayed or misrouted baggage incident.
Baggage Shield offers support for checked baggage that is delayed, mishandled, or rerouted to a different destination than the passenger's final destination ("Disrupted Baggage"). The Provider commits to active engagement with the Customer, airline, and relevant third parties to attempt resolution within a 96-hour window ("Resolution Window") from the actual landing time of the Customer's flight.
If the baggage is not returned within this time, and all other terms are met, the Customer may be eligible for a fixed monetary compensation.
This service is internet-based. All correspondence must be conducted via email. Lack of internet access does not exempt the Customer from any obligations.
Customers who comply with all terms outlined in this Agreement are eligible for a compensation of $500 per lost bag, up to a maximum of two (2) bags per incident.
The compensation applies only if the Provider is unable to assist in recovering the Disrupted Baggage within the Resolution Window.
To receive services or compensation, the Customer must:
Purchase the service prior to departure of their first flight segment. Purchase during a layover is not permitted.
Ensure all submitted information is accurate, including flight number, booking reference (must be issued by the airline), passenger name, and email address.
If multiple airline booking references (PNRs) are used, each must have a separate Baggage Shield policy.
File a lost baggage claim with the airline and obtain a reference number before contacting Provider.
Report the baggage issue to Provider within 24 hours of the flight’s landing and submit all airline-issued claim documentation (including baggage tag number and claim reference) to Provider.
Respond to any requests for clarification or additional information from Provider within 24 hours of receipt.
Authorize Provider to act on Customer’s behalf when interacting with airlines.
Incorrect, false, or missing information—if not corrected within 24 hours of notification—voids eligibility.
The following are explicitly not covered:
Baggage not checked with the airline or not tagged with a traceable number.
Bags that are not rechecked by the passenger when required by the airline during customs or connections.
Baggage delays resulting from security holds, customs detentions, or hazardous item inspections.
Theft, damage, or contents of the baggage.
Baggage delivered to the correct destination within the 96-hour Resolution Window.
Any flight, segment, or rerouting not covered by an active service agreement.
Claims submitted outside the 24-hour reporting window after flight arrival.
Any baggage reported after Customer has modified the delivery address or flight plan post-incident.
Any attempt to purchase additional coverage after filing a claim related to the same baggage.
The service is considered rendered when:
The baggage is returned to the airport where the original claim was filed, per airline tracking data.
A compensation payment is issued and the Customer does not dispute its receipt.
If the Customer believes a claim has been wrongly denied or closed, they must:
Email support@baggage-shield.com within 24 hours of the denial notice.
The service is non-refundable and non-transferable.
If the original flight is cancelled and a new flight is booked under a different confirmation code, a new service must be purchased.
Provider reserves the right to cancel any Agreement prior to claim filing and will refund the purchase price.
Any disputed credit card charge nullifies the Agreement.
Provider may deny service or compensation in cases of suspected fraud or abuse.
Provider is not responsible for:
Delays caused by airlines, security, customs, or third-party couriers.
Failure by the Customer to assist or respond in a timely manner.
Baggage Shield shall not be held liable for failure to perform its obligations due to circumstances beyond its control. This includes, but is not limited to, natural disasters, war, terrorism, strikes, governmental restrictions, epidemics, or failures by airlines, airports, baggage handlers, or third-party delivery services.
Tego Group Limited is committed to safeguarding personal data in compliance with the UK Data Protection Act 2018 and the EU General Data Protection Regulation (GDPR).
Lawful Basis: By purchasing or using the Baggage Shield service, the Customer consents to the collection and use of personal data required to deliver the service and handle claims.
Data Collected: Personal data may include, but is not limited to: name, contact information, travel itinerary, airline booking reference, baggage tag number, and claim documentation.
Use of Data: Data is used exclusively to provide the purchased service and resolve any baggage-related claims. Tego Group Limited does not use this data for marketing without explicit consent.
Sharing of Data: Data may be shared with airlines, travel agents, baggage handlers, and payment providers only to the extent necessary for service delivery. We do not sell or rent data to third parties.
Data Retention: Personal data is retained for no longer than six (6) months after the resolution or closure of a claim. Customers may request earlier deletion.
Security: We implement appropriate technical and organisational measures to protect your data against unauthorised access, loss, or misuse.
Your Rights: Under the GDPR, you have the right to request access to your data, rectify inaccuracies, restrict processing, request deletion, and lodge complaints with a supervisory authority.
Data Controller: The data controller is Tego Group Limited, UK. Any queries or requests related to your data or privacy rights may be directed to: support@tegogroup.com
This Agreement is governed by the laws of England and Wales.
All disputes shall be resolved in the courts located in London, UK.
Any reseller or travel agent distributing this product is not responsible for claim decisions or compensation.
General Inquiries: support@baggage-shield.com
Claims: claims@baggage-shield.com