Frequently Asked Questions

It’s a luggage tag with a unique serial number. The reason to have one on your bag is that this serial number can be entered into the airline/airport baggage tracing and matching system used by baggage handlers in over 400 major airlines at over 2500 airports globally, known as SITA WorldTracer.

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.

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.

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 just the postage and packing fee.

We send out all online orders within 1 working day by Royal Mail First Class 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 wish to check your Smart ID renewal date, simply 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 will see all your tag details including the dates they are due to be renewed. You can also download our free App and manage your account on the go.

To renew please click here, select the number of tags you wish to renew and the length of cover you require. Providing your serial number(s) would be handy, otherwise, we match it by your email address.

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