If your luggage is damaged or lost during carriage, please report this promptly to the company responsible. If you only detect the damage / loss at a later point in time (when unpacking your belongings, for example), you must report this in writing within seven days of the acceptance.
Important: Airline companies and rail companies issue a confirmation of damage / loss report, which you must submit to us.In the case of damage that you discover at your holiday destination, the tour operator will help you to obtain a written confirmation of the loss report. In the case of theft and other criminal offences, please report this promptly to the nearest police station. Ask for a copy of the police report or at least a confirmation that you have reported a complaint.
What options does Real-Time give you, if your luggage goes missing on the outbound journey?
Please report this promptly to the carrier and call us to provide us with the case number. Or: Send us the carrier's confirmation of damage/loss report by email or MMS. We will top up the Real-Time Card in accordance with the agreed insurance cover. This will enable you to make your replacement purchases. In this case, you will no longer be entitled to a refund of your expenses for the recovering of your luggage or to make necessary replacement purchases.