Frequently Asked Questions (FAQs)

When you receive your tag, you must register its unique serial number along with your contact details. Without this information we will not be able to contact you when your bag has been found.

We respect your privacy. Our database is totally secure (certified to ISO 27001), and we will only use your personal information to deliver our service and communicate with you.

The primary purpose of a PIR is to document an issue with your checked baggage (loss, delay, or damage) at the airport, they will typically ask you to fill out a PIR. and to provide a reference number for tracking purposes.

Keep the copy of the PIR that the airline provides you, as it serves as proof that you reported the issue and will be required when making a claim.

The PIR contains a unique reference number (often a 10-character code) that allows you to track your baggage and the status of your report.

Some airlines might not use the same name but the purpose of the report should be the same.

Go to the lost luggage desk in arrivals and report your bag lost. You will be given a lost luggage form and number (PIR) which you will need for the next step.

Enter your unique Smart ID serial number on the description you fill in for your missing bag. All you need to do then is email us at support@tmlt.co.uk and include a copy of the PIR (Property Irregularity Report) you were given. We will then monitor the status and keep you up to date.

Once the baggage handlers process your mislaid bag, they will either match your unique serial number within SITA WorldTracer and your airline will contact you or they will email us directly with the serial number and location. Please remember we can only notify you of the location if you have already registered the tag with us.

It is IMPORTANT to keep your contact details up to date. Click here to log in your membership account. (There is a link to reset your password should you need it) Then select My Profile on the top menu and you can update your contact details there.

We send out orders within 1 working day by your choice of Royal Mail First Class/ Second Class/ Tracked 48 Post within the UK and Royal Mail “International Standard” for the rest of the world.

For lost bags please contact us at support@tmlt.co.uk, for other matters please email us at customerservices@tmlt.co.uk.

We do not offer a telephone hotline as we believe we can offer an efficient service to our customers via email. We can deal with enquiries in every different language, keep a detailed record of all correspondences with customers and respond in timely manner.

Yes, you can. We use PayPal as the clearing agent to process our payments. You should be able to log into your PayPal account or “Check out as a guest” and pay by debit or credit card without creating a PayPal account. Please click here to view our step-by-step payment guide. If you have any questions, please contact our Customer Services.

If you lose your Smart ID or it becomes damaged, please contact us at customerservices@tmlt.co.uk. with your contact details. We replace any Smart IDs with valid membership for £2 plus the postage and packing fee.

To renew please click here, select the type of membership you wish to renew and the length of cover you require, and proceed checkout. Simple!

We do not send out new tags upon renewal, please continue to use your existing ones.