Soluzioni integrate al servizio dei passeggeri

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Conditions of service
 

Conditions
for services purchased departing from Italian airports
TrueStar SecureBag® Solution (hereinafter TS®S) is the service offered by TrueStar Group SpA (hereinafter TrueStar), which wraps around your Baggage and makes it recognisable, protected and unequivocally identified as well as helping you look for it in the event of delays in delivery by the air carrier, with guaranteed recovery and redelivery within 7 (seven) days.

1- Definitions
Baggage: suitcases, large bags, boxes, cases or any other container treated with TS®S, excluding the relative content.
TrueStar SecureBag® SolutionCustomer: a passenger with any air carrier who purchases the TS®S service (hereinafter "TS®SCustomer") departing from an Italian airport.
Event of Non-fulfilment: Damage to the Baggage deriving from inadequate protective TrueStar SecureBag® Film Wrapping or Delayed return of the Baggage, as hereinafter defined.
Delayed return of the luggage: Baggage returned (not delivered by the air carrier on arrival to the destination airport) after the 7th (seventh) day following the date on which the luggage was recorded as a non-arrival at the destination airport.
Damage to the luggage: without prejudice to responsibility for damages caused in any case by serious misconduct or gross negligence on the part of TrueStar, for the purposes of this contract damage means solely breakages in the external parts of the Baggage (including locks, hinges, wheels and handles) which make it unusable; excluded therefore are scratches, small tears and any damage to the internal parts of the Baggageas well as any incident relating to its content and/or objects treated with the Protective TrueStar SecureBag® Film Wrapping but without a container (i.e. strollers, skis, and objects without a container).
Fine: the amount paid by TrueStar to the TS®S Customer in the case of Event of Non-fulfilment attributed to the former.

2. TrueStar SecureBag® Solution includes the following services:
Protective Truestar SecureBag® Film

Wrapping and application of a unique identification code: such service refers to treating the Baggage withspecial high quality resin film, resistant, non-toxic and recyclable which protects the Baggage, preventing it from being damage (caused for example by water, blows or accidentally opening) and makes it easy to identify and locate inside airports.

In particular, identifying and finding the Baggage is guaranteed by the application of the TrueStar SecureBag® Label thereupon, that is, a sticker bearing the unique identification code (TrueStar SecureBag® PIN) which is attached to the Baggage at the end of wrapping and included in the TrueStar SecureBag® Warranty tax receipt.

In the event that the Baggage is recorded by the air carrier as damaged on arrival at the destination airport, to activate the assistance service in the case of Damage the TS®SCustomer shall follow the Instructions for the TS®S Customer at the point 4.

Baggage search service, in the event that the air carrier does not return the luggage

In the event that the Baggage is not returned by the air carrier at the destination airport, TrueStar shall undertake a search for the TS®SCustomer’s Baggage, specifically, also by virtue of the Baggage identification and location systems guaranteed by the application of the TrueStar SecureBag® Label, TrueStar guarantees that the Baggage shall be found and returned by the air carrier to the TS®SCustomer within 7 (seven) days from the date in which the Baggage was recorded as a non-arrival at the destinationairport.


To this end, the TS®SCustomershall activate the Baggage search service, following the Instructions for the TS®S Customer at the point 4.
The TrueStar SecureBag® Customer Centre offers support to the TS®SCustomerin searching for the Baggage not returned by the air carrier to help with the recovery of the latter, but is not responsible for the localisation processes pertaining to air carriers, nor it is connected in any way with the internal search procedures of the latter.

Start and end of the Baggage search service: in the event of delay in returning the Baggage by the air carrier on arrival at the destination airport, the service begins from the date on which  the TrueStar SecureBag® Customer Centre was notified of the non-return and ends on the 21st (twenty-first) day after such date.

For the purposes of this contract, on expiry of 21st (twenty-first) day after the date on which the Baggage was recorded as a non-arrival at the destination airport, or, if thereafter, from the date on which the TrueStar SecureBag® Customer Centre was notified of the lack of return, the Baggage shall be contractually deemed has lost and the search service shall stop, without any further obligation on the part of TrueStar.

 

3. Fine paid by TrueStar to the TS®S Customer in the case of Event of Non-Fulfilment
In the case of Event of Non-Fulfilment, the TS®S Customer shall be entitled to the following fines:
-  in the event of Damaged Baggage due to inadequate protective Truestar SecureBag® Film Wrapping: a Fine equal to a fixed amount of 100 (one hundred)USD;
-  in the event of Delayed return of the Baggage: a Fine equal to 50 (fifty) USD per day starting from the 8th (eighth) day after the date on which the Baggage was recorded as a non-arrival at the destination airport or, if thereafter, on the date on which the non-return of the Baggage was notified by the TS®SCustomer to the TrueStar SecureBag® Customer Centre.
Such daily Fine shall be paid up to a maximum of 14 (fourteen) consecutive days, meaning for day of delay each day which has gone by in full without the return of the Baggage to the TS®S Customer.

It is understood that:
-  for each piece of Baggage subject matter of the service, the TS®S Customer shall be entitled to one sole Fine for Delayed return of the Baggage and/or one sole Fine for Damage;
-  the Fines as above are contractually established at a fixed amount, it being agreed that further damage cannot be compensated, specifically regarding damage relating to market, usage and/or sentimental value of the damaged or non-returned Baggage, or the contents thereof.
The services subject matter of this contract are supplied in relation to one journey for each piece of Baggage, this meaning the journey previously to which the TS®S Customer recurs to TS®S in relation to the specific Baggage.
Moreover, the Fine is not due:
-  in the cases that the Damage or non-return of the Baggage by the air carrier on arrival at the destination airport is not reported by specifically reporting,as indicated in theInstructions for the TS®S Customer at the point 4, through the P.I.R. (Property Irregularity Report) form, failing therefore the proof of such Damage or Delay in the return of the Baggage in relation to the specific journey to which the service supplied by True Star is supplied, or
-  when the TS®S Customer has not taken the necessary measures to protect or recovery their Baggage, or
- in the case of damage to the contents of the Baggage, or loss of the Baggage and/or theft of the same or of all or part of the contents, or
-  when the TS®S Customer does not notify to TrueStar the Damage or non-return of the Baggage within the terms of expiry provided in theInstructions for the TS®S Customer at the point 4, or
- in case of luggage not treated with TS®S, hand luggage, luggage not declared and/or not delivered to the air carrier, luggage which has been confiscated or held or opened and/or damaged by the customs or another government authority.

4. Instructions for the TS®S Customer, to be followed in the event of Damage or non-return of the Baggage by the air carrier on arrival at the destination airport:

In order to prove the conclusion of this contract and to exercise their rights, the TS®SCustomer is bound to keeping and exhibiting their “TrueStar SecureBag® Warranty”, or the tax receipt or other document issued as proof of purchasing the TS®S service.

Under penalty of cancellation of the rights pursuant to this contract, in the event of Damage or non-return of the Baggage by the air carrier on arrival at the destination airport, payment of the Fine and/or the supply of services provided by TrueStar pursuant to this contract are subordinate to the execution of the following obligations by the TS®S Customer, who must:
a)   Before leaving the destination airport luggage claim zone, go to the Lost & Found desk and fill in the P.I.R. (Property Irregularity Report) and then report the event before the responsible air carrier from which they shall request relative compensation.
b)   After having made their claim to the air carrier in order to activate the Baggage search service or to claim the Fines foreseen in the case of Damage, notify the TrueStar SecureBag® Customer Centre of the Damage to or non-return of the Baggage by the air carrier on arrival at the destination airport, using the international telephone numbers +800 126 000 86 e +41 91 26 000 86, e-mail address securebag@truestargroup.com or the website www.truestargroup.comby andno later than 72 (seventy-two) hours from arrival at the destination airport.
c)   Provide the TrueStar SecureBag® Customer Centre with the following documents.
-  The original tax receipt (TrueStar SecureBag® Warranty) as the document certifying the purchase of TS®S;
-  The original Baggage identification Code (TrueStar SecureBag® Pin);
-  A photocopy of the Air ticket or boarding card (BoardingPass);
-  A copy of the P.I.R. (report to the Airport and/or air carrier authorities);
- A copy of the documentation certifying the Baggage return date or the non-return of the same within 21 (twentyone) days starting from the day of arrival at the destination airport of the TS®S Customer.
-  A copy of the documentation certifying the indemnity of the air carrier for Damage to the Baggage.
For the purposes of payment of the Fine foreseen for an Event of Non-Fulfilment, the documentation as above shall be sent by and no later than 60 (sixty) days from the TS®S Customer’s date of arrival at the destination airport (in the case of Fine for Delay in returning the Baggage), or from the date of effective return of the Baggage (in the case of Fine for Damage), unless such is unavailable for reasons not attributable to the TS®S Customer;
d)   If at the time of returning the Baggage, the latter is found subjected to Damage,TS®S Customer shall ask the air carrier for a new P.I.R. form relating to the Damage and act in compliance with that foreseen above, notifying TrueStar SecureBag® Customer Service of the Event of Non-Fulfilment by and no later than 3 (three) days from the date of effective return of the Baggage.


 
 
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