{"id":31025,"date":"2023-08-18T11:46:50","date_gmt":"2023-08-18T03:46:50","guid":{"rendered":"https:\/\/www.flyroyalbrunei.com\/australia\/help-support\/frequently-asked-questions\/traceme-faqs\/"},"modified":"2026-06-02T15:58:14","modified_gmt":"2026-06-02T07:58:14","slug":"traceme-faqs","status":"publish","type":"page","link":"https:\/\/www.flyroyalbrunei.com\/australia\/en\/help-support\/frequently-asked-questions\/traceme-faqs\/","title":{"rendered":"TRACE ME FAQs"},"content":{"rendered":"

[vc_row][vc_column][vc_custom_heading text=”TRACE ME” font_container=”tag:h3|text_align:left|color:%23695a47″ use_theme_fonts=”yes” css=”.vc_custom_1693535005471{margin-bottom: 30px !important;}”][vc_toggle title=”What is TRACE ME?” style=”arrow” css=””]TRACE ME service is provided by Trace Me Luggage Tracker<\/b>, a third-party service provider.<\/p>\n

TRACE ME tracks delayed baggage to expedite its return.<\/p>\n

TRACE ME is fully integrated with SITA WorldTracer (airline baggage system) and are compatible with all other major baggage systems around the world.[\/vc_toggle][vc_toggle title=”What is the benefit of TRACE ME?” style=”arrow”]With TRACE ME, your baggage is protected from the moment you check-in to the moment you arrive at your destination. If your baggage is mishandled\/lost, TRACE ME will track the baggage to expedite its return.<\/p>\n

Passengers will receive an automatic email notification every time there is a change to the status of their baggage.<\/p>\n

Baggage will be relocated to the passenger\u2019s arrival airport within 100 hours of reporting it to TRACE ME. If not, the guaranteed amount of USD 1000 will be paid.[\/vc_toggle][vc_toggle title=”What do I do if my baggage is lost?” style=”arrow”]If your bag fails to arrive at your destination:<\/p>\n

1) Fill in the standard airline Property Irregularity Report (PIR) at the lost luggage counter, including your TRACE ME Serial number in the bag description.<\/p>\n

2) Send a photo of the completed PIR (preferably) or at least the PIR number to TRACE ME as soon as possible at support@tmlt.co.uk<\/a>, and provide your latest contact information (email and phone). It\u2019s essential so we can help you.[\/vc_toggle][vc_toggle title=”How much does TRACE ME cost?” style=”arrow”]USD 5 per passenger, or equivalent to its local currency based on the current rate of exchange. Each passenger will be given two baggage tags.[\/vc_toggle][vc_toggle title=”Who can purchase TRACE ME?” style=”arrow”]TRACE ME is available to all passengers except those whose travel originated from Brunei, Malaysia, <\/span>Singapore<\/span> and Australia.<\/span><\/span>\u00a0<\/span>[\/vc_toggle][vc_toggle title=”How do I purchase TRACE ME?” style=”arrow”]You can purchase TRACE ME when purchasing your ticket through www.flyRB.com<\/a> and up to 4 hours before departure through Manage my Booking.[\/vc_toggle][vc_toggle title=”If I purchase my ticket through a travel agent, will I be able to purchase TRACE ME?” style=”arrow”]You can purchase TRACE ME up to 4 hours before departure through Manage my Booking.[\/vc_toggle][vc_toggle title=”I have purchased TRACE ME, but I have now changed my mind. Can I cancel and get a refund?” style=”arrow”]TRACE ME is non-refundable.[\/vc_toggle][vc_toggle title=”My flight has changed, what do I need to do to?” style=”arrow”]It is not linked to a particular flight segment. When there is a flight change, you can still use the luggage tracker on your new flight date.[\/vc_toggle][vc_toggle title=”What do I do if I do not receive the TRACE ME confirmation email?” style=”arrow”]Please contact RB Brunei Customer Service Centre or email at brunei.callcentre@rba.com.bn<\/a> or WhatsApp at +673 8383111.[\/vc_toggle][vc_toggle title=”How do I contact Trace Me customer support?” style=”arrow”]<\/p>\n

Customers can contact Trace Me via:<\/div>\n
<\/div>\n
Email:\u00a0VIPhelp@tmlt.zendesk.com<\/a><\/div>\n
Help Centre:\u00a0https:\/\/www.tmlt.co.uk\/missing-bag-help\/<\/a><\/div>\n
Support is available 24\/7 in multiple languages.<\/div>\n

[\/vc_toggle][vc_toggle title=”Am I entitled to compensation if my baggage is not recovered?” style=”arrow”]Yes. If your baggage is not returned within 100 hours\u00a0of being reported missing, you may be eligible for compensation of up to USD 1,000,\u00a0in accordance with Trace Me\u2019s\u00a0Terms and Conditions<\/a>.[\/vc_toggle][\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

[vc_row][vc_column][vc_custom_heading text=”TRACE ME” font_container=”tag:h3|text_align:left|color:%23695a47″ use_theme_fonts=”yes” css=”.vc_custom_1693535005471{margin-bottom: 30px !important;}”][vc_toggle title=”What is TRACE ME?” style=”arrow” css=””]TRACE ME service is provided by Trace Me Luggage Tracker, a third-party service provider. TRACE ME tracks delayed baggage to expedite its return. TRACE ME is fully integrated with SITA WorldTracer (airline baggage system) and are compatible<\/p>\n","protected":false},"author":31,"featured_media":0,"parent":701,"menu_order":25,"comment_status":"closed","ping_status":"closed","template":"custom-templates\/faq-template.php","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-31025","page","type-page","status-publish","hentry","post-single border-bottom"],"yoast_head":"\nTRACE ME FAQs - Australia | Royal Brunei Airlines<\/title>\n<meta name=\"description\" content=\"Stay stress-free with TRACE ME, Royal Brunei Airlines' baggage tracking service. 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