LUGGit follows strict operational and security procedures designed to minimise incidents to the greatest extent possible. Although rare, situations such as a bag loss or partial damage can occasionally happen.

The customer is solely responsible for ensuring that all items are properly packaged, secured, and suitable for transport and storage. LUGGit’s responsibility applies exclusively to the luggage itself – its condition and its whereabouts – while the inside contents remain entirely under the customer’s liability (for more information check the Transportation Policy).

In the event that an incident with the bag occurs, a high-priority resolution process is promptly activated to review the matter. LUGGit handles every case with care, professionalism, and transparency. Customers are kept informed from investigation to resolution, ensuring a fair outcome through insurance coverage where applicable. The customer is expected to await communication, provide any requested documentation promptly, and maintain full cooperation throughout the process to ensure efficiency and accuracy. Failure to provide the necessary information or to cooperate may delay the investigation or impact the ability to conclude the claim.

LUGGit’s liability is strictly limited to the compensation mechanisms described in this document. No additional claims, reimbursements, or indemnities may be attributed to LUGGit, regardless of the nature, extent, or financial impact of the inconvenience experienced by the customer. This limitation applies to all direct, indirect, incidental, or consequential damages, and reflects the full scope of responsibility accepted by LUGGit within the service provision.

Incident Procedure & Resolution

Whenever an incident is detected or reported, either by the customer or by LUGGit, a line of communication should immediately be established via the dedicated support email (support@luggit.app) to ensure a full assessment of the situation. A dedicated LUGGit case manager is assigned to the case and provides ongoing updates until the matter is fully resolved.

To enable fast and accurate handling, the customer may be asked to provide:

• Booking number
• Photos or videos documenting the issue
• Receipts or proof of ownership
• Financial information required for refunds or insurance compensation, including:
• • Full name
  • IBAN and SWIFT (BIC)
  • Bank name and address
  • Personal address

(All personal and financial data are handled securely and in accordance with data protection regulations)

The resolution process will depend on the specific nature of the incident, which falls into one of two categories: Luggage Loss or Partial Damage.

Resolution

Luggage Loss (Missing, Stolen, Destroyed)

A “Luggage Loss” incident refers to situations in which the luggage is totally destroyed, cannot be located, has gone missing, or may have been stolen during the service provision. Luggage loss confirmation will only occur 48 hours after the scheduled delivery time, allowing LUGGit to conduct all necessary internal search and operational recovery procedures during this time window.

If the luggage is located after being reported as lost, it is promptly delivered to any location requested by the customer. All delivery and operational costs associated with this delivery are fully covered by LUGGit. Additionally, the full value of the service originally paid by the customer is fully reimbursed as compensation for the inconvenience caused.

If the loss is confirmed, apart from the reimbursement of the full value of the service originally paid by the customer, the applicable insurance coverage is activated as compensation, according to the insurance policy’s terms.

The customers choose the insurance plan upon the service requisition. The plans have different coverage limits: each bag is individually insured up to 500€ (Standard) or 1000€ (Premium), with a service cap of 2,000€ (Standard) or 4,000€ (Premium).

Insurance coverage and compensation limits apply exclusively to cases classified as Luggage Loss. Situations involving Partial Damage to luggage do not qualify for insurance-supported compensation and will be assessed individually as stated below.

Partial Damage

A “Partial Damage” incident refers to situations where the luggage shows visible physical harm – such as dents, tears, broken wheels, damaged zippers, external scratches, or structural deformation – identified either while in LUGGit’s possession or upon delivery to the customer. Partial Damage is considered whenever the issue affects only the exterior or functional components of the luggage and does not compromise or damage the contents inside.

To resolve these cases, LUGGit evaluates the extent of the harm and proposes a resolution that reflects the type and severity of the damage.

Updated on: 19/12/2025