Lost & Found

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Imprint

Legal information and notes

Service provider
WISAG Passage Service Holding GmbH & Co. KG
Herriotstraße 3
D-60528 Frankfurt am Main

Contact
E-mail: lostandfound.txl.wpas.servicecenter@wisag.de
Phone: +49 69 50 50 44 – 620
Fax: +49 69 50 50 44 – 152

Commercial register
Amtsgericht Frankfurt am Main:
HRA 45760

VAT identification number
DE 271619819

Registered office
Frankfurt am Main

Pers. liable partner
WISAG Passage Service Holding GmbH & Co. KG
Herriotstraße 3
D-60528 Frankfurt am Main

Managing Director
Michael Richter

Copyright
The content including pictures and the design of this Internet presence are protected by copyright. Any reproduction, processing, or reproduction that is not permitted under copyright law requires the prior written consent of the service provider. Except for this is the text and pictorial material, which is expressly offered on this Internet site for the distribution.
Copyright
Unless otherwise stated, all trademarks, trademarks and trade names used on this internet site are protected by trademark law.

Liability
The information provided on this website has been compiled with the utmost care and is constantly updated. Despite careful control, the fault-freeness can not be guaranteed. The service provider therefore excludes any liability or guarantee as to the accuracy, completeness and currency of the information provided on this website. The service provider reserves the right to make changes or additions to the provided information or data at any time without notice.

References and links
For websites referenced by a link, the following applies:
These are third-party websites whose content does not have any influence. The service provider therefore expressly excludes liability for the content of such pages. The content of the linked pages is the sole responsibility of their operators. The service provider is also not responsible for the data protection precautions of the operators of such websites.

Privacy

We are pleased that you visit our website and thank you for your interest in our company and our services. The protection of your privacy when using our websites is important to us.

1. What data do we collect from you?

General

We collect and store all data that you enter on our website or in any other way. This includes personal data ( "personal data"), including the first and last name, telephone number, postal address and e-mail address. You may opt out of providing this information, but some information about you is usually required to provide the services and participate in questionaires.

Personal information

Your personal data will always be kept confidential and will not be passed on to third parties, unless you have agreed in writing or electronically, or we are legally obliged to do so. You have the right at any time to receive information about your stored data and to request correction or deletion.

Other data sources

We may also collect personal and non-personal information about you at regular intervals from affiliates, business partners, and other third parties, and supplement your account with such data. For example, we can process the following data: updated delivery and address data.

2. To whom do we pass your data?

We can provide your data to:

SITA (the operator of the WorldTracer database), freight forwarders and other logistics companies, airlines, third service providers providing services and functions on our behalf, business analysis, customer service, conducting surveys, fraud control and companies within our group of companies. Companies that receive your data from us are contractually and legally obligated to use this data only within the framework of WISAG Passage Service Holding GmbH & Co. KG's instructions and in particular not to use them for our own purposes. Your data will be anonymized for the purpose of purely statistical purposes in order to carry out analyzes.

If you have been redirected from another website to lf.wisag.aero / lf.wisag.de (so-called referrer URL or referring website), we can forward certain information to the referring website. The referring websites do not have the possibility to inform you directly by email or post about their products and services, unless you have expressly agreed to this. We encourage you to review the privacy policies of any Web sites you have derived to lf.wisag.aero / lf.wisag.de.

We can also pass on your data to third parties, in particular to competent authorities, in the following cases:

3. How can you access your data?

At your request, we will inform you according to the applicable law whether and which personal data about you are stored with us.

4. Safety instructions

All necessary technical and organizational security measures are taken to protect your personal data from loss and misuse. Your data is stored in a secure operating environment that is not accessible to the public. This Privacy Policy applies exclusively to our website.

5. Changes to this Privacy Policy

We can update this privacy policy in the future. We will notify you of any significant changes to this Privacy Policy by sending you a message to the email address you provide or by posting the notice in a prominent place on our website.

6. Contact person

If you have any questions concerning the above, you can contact our data protection officer, who is also available to you for the purpose of requesting information, rectification and / or deletion of personal data, as well as for suggestions and complaints:

Data protection officer:

Michael G. Matzner
E-mail: michael.matzner@wisag.de

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The lost and found process at the airport

The most important information at a glance

The lost and found process is an interaction of various service providers and airlines. It involves ground handling service providers at the point of departure, at the point of arrival, and delivery services, which finally deliver the luggage to the passenger.


Searched and found

The lost & found process - clearly explained

The further procedure depends on what led to the loss of the luggage.

Case 1: Luggage will not be loaded at the departure airport

As long as the responsible baggage ground handler at the departure airport does not register the item of luggage as found, we are unfortunately not in possession of any information about the luggage searched for as the contact person at the destination airport. Only when the system has been registered a statement can be made about the current „location“ of the item of baggage and about the further delivery process.

Fall 2: Luggage is not or not properly loaded during a transfer process (when changing trains)

The procedure is the same as in case 1, but with the difference that another ground handler (at the transfer airport) is involved. Again, the registration of the item of luggage in the database by the handler is a necessary condition for a successful location and delivery of the luggage.

Case 3: Luggage arrive at the destination airport but is not brought to the baggage conveyor on time or not at all

All suitcases, which are marked as searched baggage, reach further processing directly in the Lost & Found area at the destination airport. ll suitcases that are not marked as searched luggage are put on the luggage belt. If they are not picked up there, they will also be taken to the Lost & Found area. The employees of the Bagage Service Center check the baggage arriving there using the bag tag numbers and compare them with the existing search queries in the database. In a successful match, either

  • Personal delivery via the responsible delivery service (based on the contact data stored in the search request) or
  • - if the passenger is currently no longer at the specified location - the piece of luggage is brought to the destination airport by the quickest route and delivered there by the delivery service. ]

Case 4: Luggage is accidentally misloaded and taken to a wrong destination airport

The identification of the suitcase is the responsibility of the service provider at the departure airport, who sends the suitcase to the correct destination airport after being registered in the World Tracer database.


Conclusion: Only when ground handler involved in the Lost & Found process enter information about found items into the World Tracer database can we tell passengers where their luggage is and when it is likely to be delivered to the delivery service. If this information is not (yet) available in the system, unfortunately, we can not do more than to put passengers off guard and inform them about the ongoing search.

Between the search request received and the delivery to the deliverer, WISAG has an average of a maximum of 18 hours.

Question

Have all flights been entered – including the ones before the one to your final destination?

Help

Search request without queueing

If you are missing a luggage item, you can request a search online by yourself. You do not have to go to the lost-and-found-counter.
On our lost-and-found-website WWW.LF.WISAG.AERO you can enter all data required for baggage tracing easily via tablet, PC or smartphone.

Your data will be treated confidentially.

Please note that you must report damaged baggage at the counter. Damage reports can not be recorded online.

After entering your information you will receive an e-mail including your personal reference number. Our service team will inform you regularly about the status of your search request.

Three steps to baggage tracing

Go to our lost-and-found-website WWW.LF.WISAG.AERO and enter the following data:

1. Flight data

2. Luggage item

3. Passenger data

Immediately after entering your data your search request will be processed. You'll receive a confirmation email.

FAQ`s

Can I use the lost-and-found-website without a bag tag?
Yes, in case the bag tag number is not available, a description of the missing luggage item can be entered.

How do I get the reference number?
The reference number is included in the confirmation e-mail. If you entered your mobile phone number, you receive the reference number via text message, additionally.

What happens if my missing luggage item is not found?
If your missing luggage item is not found within five days, your search request is forwarded to the respective airline.

What should be done if my luggage contains dutiable goods?
If you enter Germany from a non-Schengen country, a customs declaration form is attached to your confirmation e-mail. We need to receive the filled out and signed form from you – via e-mail, fax or personally. The addresses are also included in the e-mail.