General Terms and Conditions of Service

(valid from 17/12/2021)

 


A) GENERAL CONDITIONS FOR THE PROVISION OF SERVICES – BASIC PROTECTION

The Basic service offered by TraWell Co S.p.A. (Tax ID and VAT no. 02389980125) with headquarters in Via Olona n. 183/G, 21013 Gallarate (VA) (hereinafter “TraWell” or the “Company”) includes:

– the wrapping of Baggage in a protective film, with the guarantee that it will not be damaged during the flight;

– the recognizability and identifiability of Baggage via the special red film and TraWell code applied to Baggage.

  1. DEFINITIONS

In these Terms and Conditions of Service, the terms and expressions set forth below shall have the following meanings:

Baggage: any container handled with the services offered by TraWell with the exclusion of its contents.

Customer: the passenger of any air carrier who purchases the services offered by TraWell.

Customer Care: the TraWell Team is available to provide each customer with information and assistance regarding TraWell services. The Customer Care service is provided by Sostravel.com S.p.A., a company connected to the TraWell Group, on behalf of TraWell. Contact information and details about how to communicate with the Customer Care are published on the website https://www.safe-bag.com.

Damage to Baggage: breakage to the external parts of your Baggage (including locks, hinges, wheels and handles), rendering it unusable. The following are therefore excluded: scratches, small tears, any damage to the internal parts of your Baggage, as well as any damage to its contents. Also excluded are damages caused to objects wrapped in protective film that are without a container (e.g. strollers and sports equipment).

Damaging Events: Damage to Baggage.

Airline Indemnification: the amount paid by the Airline to the Customer in the event of a Damaging Event attributable to the Airline.

Claim Form: shall have the meaning set forth in Article 4 below.

Penalty or Penalty by TraWell: shall have the meaning set forth in Section 3.1 below.

Claim: has the meaning set forth in Article 4.

Safe Bag: is a registered trademark belonging to the TrawellCo S.p.A. Group and offers baggage protection services.

Safe Bag Code: a 14-character alphanumeric code associated with each piece of Baggage.

  1. BASIC SERVICE FEATURES

2.1. TraWell undertakes to wrap the Baggage with a special ultra-resistant protective film that provides ­effective protection and deterrence against breakage, damage, scratches, rain, dirt, accidental opening, partial and total theft. The protective film used for wrapping is created to ensure maximum protection of Baggage and, at the same time, guarantee respect for the environment (100% Recyclable). The film is bright red to make the Baggage easily identifiable at the airport and is easy to remove after use thanks to its reduced thickness.

2.2. TraWell guarantees (within the limits established in Article 3) that the protective film is suitable to prevent Damage to the Baggage. Consequently, TraWell shall be liable to Customers, within the terms indicated and within the limits established in Article 3 below, for any Damage to Baggage that has been reported to the Company in accordance with the procedures set out in the Instructions in case of Damaging Events.

  1. PENALTY CLAUSE

3.1. TraWell and Customer agree that, in the event of a Damaging Event, Company shall be obligated to pay Customer a sum of money quantified as set forth below, excluding compensation for further damages (the “Penalty by TraWell” or the “Penalty”).

3.2 In case of Damage to Baggage, the Penalty by TraWell will be paid only after the Customer has received Airline Indemnification, and for an amount equal to 60% of such compensation up to a maximum of €1,000.00. For example, in case of Damage to Baggage:

  1. if Airline Indemnification equals €1,000.00, the Penalty by TraWell will be €600.00;
  2. if Airline Indemnification equals €2,000.00 or more, the Penalty by TraWell will be €1,000.00;
  3. if the airline compensates the Customer by replacing or repairing baggage, the Penalty by TraWell will be €100.00;
  4. if the airline does not provide compensation, TraWell will also not provide compensation.

 

3.3. The Company’s obligation to pay the Penalty shall be subject to the following conditions:

  1. the Baggage has been wrapped with the TraWell system and has been checked in and handed over at check-in (baggage tag) to the authorized airport personnel;
  2. the Customer has given the required notices within the prescribed timeframes and has complied with the Instructions in case of Damaging Event described in Article 4 below.

3.4. It is understood that the Customer will not be entitled to the payment of any Penalty or in any case to any compensation: i) in case of failure to comply with the Instructions in case of Damaging Events; ii) if the Customer does not provide adequate documentation of the payment of Airline Indemnification and its amount in case of Damage to Baggage.

3.5. Compensation for damages in addition to the Penalty awarded to the Customer under this article is expressly excluded, and therefore exhausts all obligations of TraWell towards the Customer as a result of the Damaging Event.

  1. INSTRUCTIONS IN CASE OF DAMAGING EVENTS

Completion of the PIR form at the Lost&Found office of the destination airport

In case of damage to the baggage, the Customer must immediately go to the Lost&Found office and fill out the P.I.R. (Property Irregularity Report) form before leaving the airport.

Complaint to the Air Carrier

After completing the P.I.R. form, the Customer must report the Damage to Baggage to the air carrier, in order to activate the procedures necessary for the payment of Airline Indemnification.

Request for Compensation to TraWell S.p.A. within the established terms

4.1. Within and no later than 21 (days) (i) from the date of Delivery of the Baggage, in case of Damage to the Baggage, the Customer must request compensation by following the procedure directly on the website www.safe-bag.com or, ­alternatively, by contacting the TraWell s.p.a. ­Customer Care Office, Via Olona 183/G 21013 Gallarate (Va), Italy at the following numbers: Italy +39 0691511041; France +33 170615702; Portugal: +35 1300505951; Switzerland: +41 435507016, Canada: +1 514 3126536 or by email: customer.care@safe-bag.com.

Collection of documents and completion and submission of the Claim Form and Quitclaim Form

Following the Request for Compensation within the established timeframe, the Customer will receive by e-mail a pre-filled form with the data collected and the instructions to be followed to obtain payment of the compensation for damages owed by TraWell according to the provisions of Article 3 above (the “Compensation Form”).

– The Customer is required to submit, in a dedicated section of the website www.safe-bag.com, an electronic copy of each of the following documents: P.I.R. (Property Irregularity Report) form, Baggage Irregularity Report prepared by the Lost & Found office of the airport;

– Receipt of purchase for the Service;

– Airline boarding pass and baggage tag issued by the air carrier;

– Airline’s Compensation Form (if required);

– Receipt from the airline indicating the amount of compensation (where necessary);

– Bank transfer or other proof of payment of Airline Indemnification (where necessary);

– Compensation Form signed and duly completed;

– Photos of the damage (where necessary);

– Valid identification document of the Customer.

Once all the above documents have been received, TraWell Customer Care will be able to process the claim for damages for due verification. If no anomalies are found, the Customer will receive a “Claim Form” via email.

4.2. The Customer must submit to a designated section of the Safe Bag website, www.safe-bag.com a signed and duly completed electronic copy of the “Quitclaim Form”, or to send it by email to: customer.care@safe-bag.com. TraWell will only be able to proceed with payment upon receipt of the duly completed and signed Quitclaim Form. If after 6 months from the Customer Care sending the e-mail with which it informs the Customer of the opening of his / her compensation case, TraWell has not received the requested documents, including for any reason connected to any delay in the management process of the Damaging Event not attributable to TraWell Co S.p.A, the Customer’s claim will be closed without any payment.

 

B) GENERAL CONDITIONS FOR THE PROVISION OF SERVICES – PREMIUM PACKAGE

The Premium service offered by TraWell Co S.p.A. (hereinafter “TraWell” or the “Company”) includes:

– the wrapping of Baggage in a protective film, ensuring that it is not damaged during the flight and during the wrapping process; this also acts as a deterrent against the theft of the items it contains;

– the recognizability and identifiability of Baggage via the special red film and the TraWell code applied to Baggage;

– the Active Tracking service in case of loss of Baggage by the air carrier, within the limits and according to the procedures specified below.

5.DEFINITIONS

In these Terms and Conditions of Service, the terms and expressions set forth below shall have the following meanings:

Baggage: any container handled with the services offered by TraWell with the exclusion of its contents.

Customer: the passenger of any air carrier who purchases the services offered by TraWell.

Customer Care: the TraWell Team is available to each customer to provide information and assistance regarding TraWell services. The Customer Care service is provided by Sostravel.com S.p.A., a company connected to the TraWell Group, on behalf of TraWell. Contact information and details about how to communicate with the Customer Care are published on the TraWell website.

Damage to ­Baggage: breakage to the external parts of your Baggage (including locks, hinges, wheels and handles), rendering it unusable.­ The following are therefore excluded: scratches, small tears, any damage to the internal parts of your Baggage, as well as any damage to its contents. Also excluded are damages caused to objects wrapped in protective film that are without a container (e.g. strollers and sports equipment).

Damaging Events: Failure to find your Baggage within the timeframe specified in Article 6.6, Damage to Baggage, Loss of Baggage.

Airline Indemnification: the amount paid by the Airline to the Customer in the event of a Damaging Event attributable to the Airline.

Claim Form: shall have the meaning set forth in Article 8 below.

Failure to Deliver Baggage: Failure to deliver your Baggage on arrival at your destination airport.

Penalty or Penalty by TraWell: shall have the meaning set forth in Section 8.1 below.

Claim: has the meaning set forth in Article 8.

Safe Bag Code: unique alphanumeric code of 14 characters associated with each baggage, processed by TraWell and integrated with the SITA World Tracer system

Concierge Lost Luggage – Sostravel App: mobile applications available to Premium customers for Active Tracking service.

Safe Bag Website: Web site accessible to Premium Customers for the registration of Safe Bag Code and for sending the Claim Form accessible at: www.safe-bag.com.

Loss of Baggage: failure to find Baggage declared by the airline company within 21 (twenty-one) days after the date of Non-Delivery of your Baggage.

Active Tracking: Active Baggage Tracking allows the Customer to have immediate information, starting from the day of Non-Delivery of Baggage, regarding the location and movement of Baggage. Customer Care contacts the SITA World Tracer via a dedicated portal, a system used by airport handlers all over the world, and provides baggage information directly to the Customer.

  1. PREMIUM SERVICE FEATURES

6.1. TraWell undertakes to wrap the Baggage with a special ultra-resistant protective film that provides effective protection and deterrence against breakage, damage, scratches, rain, dirt, accidental opening, partial and total theft. The protective film used for wrapping is created to ensure maximum protection of Baggage and, at the same time, ensure respect for the environment (100% Recyclable). The film is bright red to make Baggage easily identifiable at the airport and is easy to remove after use thanks to its reduced thickness.

6.2. TraWell guarantees (within the limits established in Article 7) the suitability of the protective film to prevent damage to the Baggage. Consequently, TraWell shall be liable to Customers, within the terms and limits set forth in Article 7 below, for any Damage to Baggage that has been reported to the Company in accordance with the procedures set out in the Instructions in case of Damaging Events.

6.3. The finding of the Baggage is guaranteed by the Active Tracking service. The Customer is required to activate the service before flight departure by registering the Safe Bag Code (i.e. the code on the sticker applied to the film with which Baggage has been wrapped) and the baggage tag issued by the Airline, on the sostravel App or on the Safe Bag website “refund” area, indicating the Customer’s name and contact details. Registration by the Customer before departure is important because it allows the Customer to take advantage of the App and web features designed to accompany the passenger in his/her travel experience, and the Customer’s Baggage.

6.4. With the Active Tracking service, Customer Care takes a leading role in providing assistance to the Customer in case of Non-Delivery of Baggage. The Service is made possible by Customer Care’s direct access to information on Baggage movements generated by airport handlers through the dedicated SITA World Tracer portal. Customer Care contacts the SITA World Tracer dedicated portal and provides information on the status of Baggage directly to the Customer. The inquiry is made by entering in the portal the Safe Bag Code or, alternatively, of the baggage tag issued by the Airline that the Customer has pre-registered in the App or on the website.

6.5. It is possible to use the Safe Bag Code to inquire as to Baggage whereabouts thanks to TraWell’s ability to use the SITA Worldtracer Unique Identification Service (UIS). This service allows SITA Lost&Found operators at any airport to enter the Safe Bag Code in a special field of the On Hand Database (OHD). The entry of the Safe Bag Code in the OHD generates an instant message to the Company, which in this case undertakes to cross-reference the data and contact the Customer to offer the necessary support for the recovery of the Baggage thus identified.

6.6. TraWell undertakes to locate the Baggage within 2 (two) days from the date on which, due to the Non-Delivery of Baggage, the Customer has filled in the P.I.R. (Property Irregularity Report) form at the Lost&Found service of the destination airport. The Tracking Service will end in any case after 21 (twenty-one) days from the date of Non-Delivery of Baggage. It is understood that Customer Care offers support to the Customer in the search for Baggage that has not been delivered by the air carrier in order to facilitate its recovery, but is not responsible for the tracking processes of air carriers or airport handling companies, nor does it have any relationship with their internal search procedures. Premium Customers may contact Customer Care seven days a week, 24 hours a day at the following telephone numbers: Italy +39 0691511041; France +33 170615702; Portugal: +35 1300505951; Switzerland: +41 435507016, Canada: +1 514 3126536 or by email: customer.care@safe-bag.com.

  1. PENALTY CLAUSE

7.1. TraWell and Customer agree that, in the event of a Damaging Event, Company shall be obligated to pay Customer a sum of money quantified as set forth below, excluding compensation for further damages (the “Penalty by TraWell” or the “Penalty”).

7.2. Penalties shall be paid in the event of:

  1. Damage to Baggage; b. Delayed Delivery of Baggage; c. Loss of Baggage.

7.2.a. In case of Damage to Baggage, the Penalty by TraWell will be paid only after the Customer has received Airline Indemnification­, and for an amount equal to 60% of such compensation and up to a maximum amount of €1,000.

For example, in the event of Damage to Baggage:

  1. if Airline Indemnification equals €1,000.00, the Penalty by TraWell will be €600;
  2. if Airline Indemnification equals €2,000 or more, the Penalty by TraWell will be €1,000;

iii. if the airline compensates the Customer by replacing or repairing the Baggage, the penalty by TraWell will be €100.00;

  1. if the airline does not provide compensation, TraWell will also not provide compensation.

7.2.b. If Baggage is not found within the timeframe set forth in Article 6.6. (2 days), the Penalty will be:

  1. equal to € 100.00 (one hundred/00) per day for each day after the expiry of the deadline referred to in paragraph 6.6. and until the Baggage is actually found in the case of direct flights. The Penalty may not in any case exceed the total amount of € 1,000.00 (one thousand/00), even if more than 10 (ten) days have lapsed since the expiry of the period referred to in paragraph 6.6.
  2. equal to € 50.00 (fifty/00) per day for each day after the expiry of the period referred to in paragraph 6.6. and until the Baggage is actually found in the case of flights with a stopover. The Penalty may not in any case exceed the total amount of € 500.00 (five hundred/00), even if more than 10 (ten) days have lapsed since the expiry of the deadline referred to in paragraph 6.6.

7.2.c. In case of Loss of Baggage, the Penalty will be paid after the Customer has received Airline Indemnification and for an amount equal to 60% of such compensation up to a maximum total of Euro 4.000,00 (four thousand/00).

For example:

  1. if Airline Indemnification equals € 3,000.00 (three thousand/00), the Company will pay a Penalty equal to € 1.800,00 (one thousand eight hundred/00);
  2. if the compensation paid by the airline is equal to € 4,000.00 (four thousand/00), the Company will pay a Penalty equal to € 2,400.00 (two thousand four hundred/00);

iii. if the compensation paid by the airline is equal to € 10,000.00 (ten thousand/00), the Company will pay a Penalty equal to € 4,000.00 (four thousand/00);

  1. if the airline does not pay any compensation, TraWell will also not pay any Penalty or any other type of compensation.

7.3. The Company’s obligation to pay the Penalty shall be subject to the following conditions:

  1. a) the Baggage has been wrapped with the TraWell system and has been checked in and handed over at check-in (baggage tag) to the authorized airport personnel;
  2. b) the Customer has made the required notifications within the prescribed timeframes and has complied with the Instructions in case of Damaging Events described in Article 8 below.

7.4. It is agreed between the parties that the Penalty received by the Customer for Delayed Delivery of Baggage within the period specified in Article 6.6 may not be combined with or in addition to the Penalty for Loss of Baggage.

7.5. It is understood that the Customer will not be entitled to the payment of any Penalty or in any case to any compensation: i) if Customer fails to comply with the Instructions in case of Damage Events; ii) if Customer fails to provide adequate documentation of payment of Airline Indemnification and the amount thereof, in the case of Damage to Baggage or Loss of Baggage; iii) if Customer fails to provide a copy of the document certifying the date of delivery of Customer’s Baggage by the airline, if the Baggage is not found within the timeframe specified in Article 6.6.; iv) for the expenses incurred for the purchase of goods and any other expense or inconvenience arising from the failure to return Customer’s Baggage and/or damage to Customer’s Baggage; v) if, in case of Loss of Baggage, Customer has already received a Penalty for two separate events of Loss of Baggage occurring in the three year period preceding the Claim.

7.6. Compensation for damages in addition to the Penalty paid to the Customer under this Article is expressly excluded, which therefore exhausts all obligations of TraWell towards the Customer as a result of the Damaging Event.

  1. INSTRUCTIONS IN CASE OF DAMAGING EVENTS

Completion of the PIR form at the Lost&Found office of the destination airport

In case of Damage to Baggage and/or Failure to return Baggage to the airport of destination, the Customer must immediately go to the Lost&Found office and fill in the P.I.R. (Property Irregularity Report) form before leaving the airport.

Complaint to the Air Carrier

After filling out the P.I.R. form, the Customer must report the Damage to Baggage and/or the Non-Delivery of Baggage to the airline in order to activate the procedures necessary for the payment of Airline Indemnification.

Request for Compensation to TraWell Co. S.p.A. within the established terms

Within and not later than 21 (days) (i) from the date of delivery of the Baggage in case of Damage to the Baggage; and (ii) from the expiration of the term referred to in Article 6.6., the Customer must request compensation by following the procedure directly on the Safe Bag website “refunds” area or, ­alternatively, by contacting TraWell Co. S.p.a. ­Customer Care Office, Via Olona 183/G 21013 Gallarate (Va), Italy, at the following numbers: Italy: +39 0691511041; France: +33 170615702; Portugal: +35 1300505951; Switzerland: +41 435507016, Canada: +1 514 3126536 or by e-mail to customer.care@safe-bag.com.Collection of documents and completion and submission of the Claim Form and Quitclaim Form

Following the Request for Compensation within the established timeframe, the Customer will receive by e-mail a pre-filled form with the data collected and the instructions to be followed to obtain payment of the compensation for damages owed by TraWell according to the provisions of article 7 above (the “Compensation Form”)

The Customer is required to submit, via a dedicated section of the Safe Bag website, an electronic copy of each of the following documents:

– P.I.R. (Property Irregularity Report) form prepared by the airport Lost & Found office;

– Receipt of purchase for Service;

– Airline boarding pass and baggage tag issued by the air carrier;

– Receipt from the airline indicating the amount of compensation (where necessary);

– Bank transfer or other proof of payment of the Airline Compenastion (where necessary);

– Waybill from the courier who delivered the Baggage to the Customer, or a document issued by the airline upon collection of the Baggage at the airport, certifying the date of tracking of the Baggage (if necessary);

– Compensation Form signed and duly completed;

– Photos of the damage (where necessary);

– Valid identification document of the Customer;

Once all the above documents have been received, TraWell Customer Care will be able to process and verify the claim. If no anomalies are found, the Customer will receive a “Quitclaim Form” via email.

The Customer must submit to a designated section of the Safe Bag website, www.safe-bag.com a signed and duly completed electronic copy of the “Quitclaim Form”, or send it by email to: customer.care@safe-bag.com. TraWell will only be able to proceed with payment upon receipt of the duly completed and signed Quitclaim Form. If after 6 months from the Customer Care sending the e-mail with which it informs the Customer of the opening of his / her compensation case, TraWell has not received the requested documents, including for any reason connected to any delay in the management process of the Damaging Event not attributable to TraWell Co S.p.A, the Customer’s claim will be closed without any payment.

 

C) GENERAL CONDITIONS OF SERVICE – PLATINUM PACKAGE

The Platinum service offered by TraWell Co S.p.A. (hereinafter “TraWell” or the “Company”) includes:

– the wrapping of the baggage in a protective film, ensuring that it is not damaged during the flight and during the wrapping process; this also acts as a deterrent against the theft of the items it contains;

– the recognizability and identifiability of Baggage via the special red film and the TraWell code applied to Baggage;

– the Active Tracking service in case of loss of Baggage by the air carrier, within the limits and according to the procedures specified below.

 

– the Active Tracking service in case of loss of Baggage by the air carrier, within the limits and according to the procedures specified below.

 

9.DEFINITIONS

In these Terms and Conditions of Service, the terms and expressions set forth below shall have the following meanings:

Baggage: any container handled with the services offered by TraWell with the exclusion of its contents.

Platinum Card: card with scratch code valid for activating the Active Tracking service on Sostravel App for the second flight.

Customer: the passenger of any air carrier who purchases the services offered by TraWell.

Customer Care: the TraWell Team is available provide each customer with information and assistance regarding TraWell services. The Customer Care service is provided by Sostravel.com S.p.A., a company connected to the TraWell group, on behalf of TraWell. Contact information and details about how to communicate with the Customer Care are published on the TraWell website.

Damage to ­Baggage: breakage to the external parts of your Baggage (including locks, hinges, wheels and handles), rendering it unusable.­ The following are therefore excluded: scratches, small tears, any damage to the internal parts of your Baggage, as well as any damage to its contents. Also excluded are damages caused to objects wrapped in protective film that are without a container (e.g. strollers and sports equipment).

Damaging Events: Failure to find your Baggage within the timeframe specified in Article 10.6, Damage to Baggage, Loss of Baggage.

Airline Indemnification: the amount paid by the Airline to the Customer in the event of a Damaging Event attributable to the Airline.

Indemnification Form: shall have the meaning set forth in Article 12 below.

Failure to Deliver Baggage: Failure to deliver your Baggage on arrival at your destination airport.

Penalty or Penalty by TraWell: shall have the meaning set forth in Section 11.1 below.

Claim: has the meaning set forth in Article 12.

Safe Bag Code: a unique alphanumeric code of 14 characters associated with each Baggage, processed by TraWell and integrated with the SITA World Tracer system

Concierge Lost Luggage- Sostravel App: mobile applications for Premium customers to use for Active Tracking service.

Safe Bag Website: Web site accessible for the registration of Safe Bag Code and for sending the Claim Form accessible at: www.safe-bag.com.

Loss of Baggage: failure to find Baggage declared by the airline company within 21 (twenty-one) days after the date of Non-Delivery of Baggage.

Active Tracking: Active Baggage Tracking allows the Customer to have immediate information, starting from the day of Non-Delivery of Baggage, regarding the location and movement of Baggage. Customer Care contacts the SITA World Tracer via a dedicated portal, a system used by airport handlers all over the world, and provides baggage information directly to the Customer.

  1. PLATINUM SERVICE FEATURES

10.1. TraWell undertakes to wrap the Baggage with a special ultra-resistant protective film that provides effective protection and deterrence against breakage, damage, scratches, rain, dirt, accidental opening, partial and total theft. The protective film used for wrapping is created to ensure maximum protection of the Baggage and, at the same time, respect for the environment (100% Recyclable). The film is bright red to make the Baggage easily identifiable at the airport and is easy to remove after use thanks to its reduced thickness. This service is only available for outbound travel through TraWell outlets.

10.2. TraWell guarantees (within the limits established in Article 11) the suitability of the protective film to prevent damage to the Baggage. Consequently, TraWell shall be liable to Customers, within the terms and limits set forth in Article 7 below, for any Damage to Baggage occorrude during the outbound flight that has been reported to the Company in accordance with the procedures set out in the Instructions in case of Damaging Events.

10.3. The Active Tracking service offers a guarantee that the Baggage will be found during the outbound flight and the second flight. The Customer is required:

– to activate the service before the departure of the outbound flight by registering the Safe BagCode (i.e. the code on the sticker applied to the film with which the baggage has been wrapped) on the Safe Bag website “refund” area;

– and, for the second flight, by registering the code indicated on the Platinum Card and activating the second associated flight on the Sostravel App indicating the Customer’s name and contact details. Registration by the Customer before departure is important because it allows the Customer to take advantage of the Sostravel App and web features designed to accompany the passenger in his/her travel experience, and the Customer’s Baggage.

10.4. With the Active Tracking service, Customer Care assumes a leading role in providing assistance to customers in case of Non-Delivery of Baggage. The Service is made possible by Customer Care’s direct access to information on Baggage movements generated by airport handlers through the dedicated SITA World Tracer portal. Customer Care contacts the SITA World Tracer dedicated portal and provides information on the status of Baggage directly to the Customer. The inquiry is made by entering in the portal the Safe Bag Code or, alternatively, of the baggage tag issued by the Airline that the Customer has pre-registered in the App or on the website.

10.5. It is possible to use the Safe Bag Code to inquire as to Baggage whereabouts thanks to TraWell’s ability to use the SITA Worldtracer Unique Identification Service (UIS). This service allows SITA Lost&Found operators at any airport to enter the Safe Bag Code in a special field of the On Hand Database (OHD). The entry of the Safe Bag Code in the OHD generates an instant message to the Company, which in this case undertakes to cross-reference the data and contact the Customer to offer the necessary support for the recovery of the Baggage thus identified.

10.6. TraWell undertakes to trace the Baggage within 2 (two) days from the date on which, due to the Non-Delivery of Baggage, the Customer has filled in the P.I.R. (Property Irregularity Report) form at the Lost&Found service of the destination airport. The Tracking Service will end in any case after 21 (twenty-one) days from the date of Non-Delivery of Baggage. It is understood that Customer Care offers support to the Customer in the search for Baggage that has not been delivered by the air carrier in order to facilitate its recovery, but is not responsible for the tracking processes of air carriers or airport handling companies, nor does it have any relationship with their internal search procedures. Premium Customers may contact Customer Care seven days a week, 24 hours a day at the following telephone numbers: Italy +39 0691511041; France +33 170615702; Portugal: +35 1300505951; Switzerland: +41 435507016, Canada: +1 514 3126536 or by email: customercare@sostravel.com.

  1. PENALTY CLAUSE

11.1. TraWell and Customer agree that, in the event of a Damaging Event, Company shall be obligated to pay Customer a sum of money quantified as set forth below, excluding compensation for further damages (the “Penalty by TraWell” or the “Penalty”).

11.2. Penalties shall be paid in the event of:

  1. Damage to Baggage (in the case of an outbound flight); b. Delayed Delivery of Baggage; c. Loss of Baggage .

11.2.a. In case of Damage to Baggage, the Penalty by TraWell will be paid only after the Customer has received Airline Indemnification­, and for an amount equal to 60% of such compensation and up to a maximum amount of €1,000.

For example, in the event of Damage to Baggage:

  1. if Airline Indemnification equals €1,000.00, the Penalty by TraWell will be €600;
  2. if Airline Indemnification equals €2,000 or more, the Penalty by TraWell will be €1,000;

iii. if the airline compensates the Customer by replacing or repairing the Baggage, the Penalty by TraWell will be €100.00;

  1. if the airline does not provide compensation, TraWell will also not provide compensation.

11.2.b. If Baggage is not found within the timeframe set forth in Article 10.6. (2 days), the Penalty will be:

  1. equal to Euro 100.00 (one hundred/00) per day for each day after the expiration of the period referred to in paragraph 10.6. and until the Baggage is actually found in the case of direct flights. The Penalty may not in any case exceed the total amount of Euro 1,000.00 (one thousand/00), even if more than 10 (ten) days have lapsed since the expiry of the period referred to in paragraph 10.6.
  2. equal to Euro 50.00 (fifty/00) per day for each day after the expiration of the period referred to in paragraph 10.6. and until the Baggage is actually found in the case of flights with a stopover. The Penalty may not in any case exceed the total amount of € 500.00 (five hundred/00), even if more than 10 (ten) days have lapsed since the expiry of the period referred to in paragraph 10.6.

11.2.d. In case of Loss of Baggage, the Penalty will be paid after the Customer has received Airline Indemnification and for an amount equal to 60% of such compensation up to a maximum total of Euro 4,000.00 (four thousand/00).

For example:

  1. if Airline Indemnification equals € 3,000.00 (three thousand/00), the Company will pay a Penalty equal to € 1,800.00 (one thousand eight hundred/00);
  2. if Airline Indemnification equals € 4,000.00 (four thousand/00), the Company will pay a Penalty equal to € 2,400.00 (two thousand four hundred/00);

iii. if the compensation paid by the airline is equal to € 10,000.00 (ten thousand/00), the Company will pay a Penalty equal to € 4,000.00 (four thousand/00);

  1. if the airline does not pay any compensation, TraWell will also not pay any Penalty or any other type of compensation.

11.3. The Company’s obligation to pay the Penalty shall be subject to the following conditions:

  1. a) the Baggage has been wrapped with the TraWell system for the outbound flight, and has been checked in and handed over at check-in (baggage tag) to the authorized airport personnel
    for both the outbound flight and the second flight;
  2. b) the Customer has made the required notifications within the prescribed timeframes and has complied with the Instructions in case of Damaging Events described in Article 12 below.

11.4. It is agreed that the Penalty received by the Customer for Delayed Delivery of Baggage within the period specified in Article 10.6 may not be combined with or in addition to the Penalty for Loss of Baggage.

11.5. It is understood that the Customer will not be entitled to the payment of any Penalty or in any case to any compensation: i) if Customer fails to comply with the Instructions in case of Damaging Events; ii) if Customer fails to provide adequate documentation of payment of Airline Indemnification, including the amount thereof, in the case of Damage to Baggage or Loss of Baggage; iii) if Customer fails to provide a copy of the document certifying the date of delivery of Customer’s Baggage by the airline, if the Baggage is not found within the timeframe specified in Article 10.6.; iv) for the costs incurred for the purchase of goods and any other expense or inconvenience arising from the failure to return Customer’s Baggage and/or damage to Customer’s Baggage; v) if, in case of Loss of Baggage, Customer has already received the payment of a Penalty for two separate events of Loss of Baggage occurring in the three year period preceding the Claim.

11.6. Compensation for damages in addition to the Penalty paid to the Customer under this article is expressly excluded, which therefore exhausts all obligations of TraWell towards the Customer as a result of the Damaging Event.

  1. INSTRUCTIONS IN CASE OF DAMAGING EVENTS

Completion of the PIR form at the Lost&Found office of the destination airport

In case of Damage to Baggage and/or Failure to return Baggage to the airport of destination, the Customer must immediately go to the Lost&Found office and fill out the P.I.R. (Property Irregularity Report) form before leaving the airport.

Complaint to the Air Carrier

After filling out the P.I.R. form, the Customer must report the Damage to Baggage and/or the Non-Delivery of Baggage to the airline, in order to activate the procedures necessary for the payment of compensation by the Airline.

Request for Compensation to TraWell Co. S.p.A. within the established terms

Within and not later than 21 (days) (i) from the date of delivery of the Baggage in case of Damage to the Baggage; and (ii) from the expiration of the term referred to in Article 6.6., the Customer must request compensation by following the procedure on the Safe Bag website “refunds” area, or, alternatively, by contacting TraWell Co. S.p.a. ­Customer Care Office, Via Olona 183/G 21013 Gallarate (Va), Italy at the following numbers: Italy +39 0691511041; France +33 170615702; Portugal: +35 1300505951; Switzerland: +41 435507016, Canada: +1 514 3126536 or by e-mail to customer.care@safe-bag.com.

Collection of documents and completion and submission of the Claim Form and Quitclaim Form

Following the Request for Compensation within the established timeframe, the Customer will receive by e-mail a pre-filled form (the “Compensation Form”) with the data collected and the instructions to be followed to obtain payment of the compensation for damages owed by TraWell according to the provisions of Article 11 above..

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

– P.I.R. (Property Irregularity Report) form prepared by the airport Lost & Found office;

– Receipt of purchase for the Service;

– Airline boarding pass and/or baggage tag issued by the air carrier;

– Receipt from the airline indicating the amount of compensation (where necessary);

– Bank transfer or other proof of payment of the Airline Indemnity (where necessary);

– Waybill from the courier who delivered the Baggage to the Customer, or a document issued by the airline upon collection of the Baggage at the airport, certifying the date of tracking of the Baggage (if necessary);

– Compensation Form signed and duly completed;

– Photos of the damage (where necessary);

– Valid identification document of the Customer;

Once all the above documents have been received, TraWell Customer Care will be able to process the claim for damages for due verification. If no anomalies are found, the Customer will receive a “Quitclaim Form” via email.

The Customer must submit to a designated section of the Safe Bag website, www.safe-bag.com a signed and duly completed electronic copy of the “Quitclaim Form”, or to send it by email to: customer.care@safe-bag.com. TraWell will only be able to proceed with payment upon receipt of the duly completed and signed Quitclaim Form. If after 6 months from the Customer Care sending the e-mail with which it informs the Customer of the opening of his / her compensation case, TraWell has not received the requested documents, including for any reason connected to any delay in the management process of the Damaging Event not attributable to TraWell Co S.p.A, the Customer’s claim will be closed without any payment.