CoreLuggage Protection

CoreLuggage Protection is a separate discretionary goodwill program offered by Töyrylä & Toivonen Holdings Oy, operating under the CoreLuggage brand.

CoreLuggage Protection is not insurance and does not guarantee reimbursement. Claims are reviewed individually and require sufficient evidence.

Any goodwill payment is voluntary, exceptional, and made only after a case-by-case review. Submitting a request creates no entitlement to payment.

If a goodwill payment is made, it is based only on all of the following:

Up to €1,000 per bag is the maximum possible goodwill payment under CoreLuggage Protection (not per booking), unless we confirm otherwise in writing.

This ceiling is not an automatic payment of €1,000. Any goodwill payment is limited to proven value and may be lower than the maximum, or zero.

We do not automatically pay the price of a new equivalent item when the item was used or had reduced value. Payment, if any, reflects demonstrated actual value.

You must notify us of a Protection request without undue delay, and where possible within 24 hours of bag pick-up or of discovering the loss or damage — whichever is earlier.

Late requests may be rejected without review.

To be considered, you must provide the following. Missing required evidence means the request will not be considered.

For theft or loss, a police report (or equivalent official report) is mandatory. Without it, no goodwill payment will be considered.

File the report with the competent authorities in the country where the luggage was dropped off, and send us a copy with your Protection request.

CoreLuggage Protection does not cover, and we will ordinarily deny requests involving, the following (whether or also listed as prohibited in the Terms):

Electronics (including phones, laptops, tablets, and cameras) are not automatically covered.

A goodwill payment for electronics may be considered only if the items were declared in advance or their presence and value can be reliably proven with credible evidence.

Even then, any payment remains discretionary, limited to proven actual value, and subject to the €1,000 per bag maximum.

At drop-off, Partner staff must record the booking code, number of bags, check-in time, any visible external damage, and a photo of the bag(s) when needed.

Partner staff may also mark: visible damage at check-in; no visible damage; customer refused photo; or unusual item or condition.

These records may be used when reviewing a Protection request.

Töyrylä & Toivonen Holdings Oy may reject a Protection request, in whole or in part, including where:

Providing false or misleading information may result in:

If we review a request, we may ask for more information, contact the Partner, and take reasonable time to investigate.

Any approved goodwill payment is a one-time discretionary payment and not an admission of liability.

This Policy and any Protection request are governed by the laws of the country where the luggage was dropped off for the relevant booking.

Töyrylä & Toivonen Holdings Oy, operating under the CoreLuggage brand — email support@coreluggage.com with subject line “Protection Request — [booking code]”, or use the Protection request form on the website.

Include all required evidence listed above. Late or incomplete requests, or missing police reports for theft or loss, may be rejected without review.