What BagBack stores about you and your claim, where it is kept, who can see it, which ad and analytics signals leave the site, and how to have it deleted.
Effective 19 October 2026.
BagBack holds the information needed to run your claim and nothing else. This page says what that is, in the order you meet it.
Everything you type into the claim builder stays in your own browser, in its local storage, so you can come back to it. One exception, which you trigger yourself: if you ask the builder to read a receipt, a boarding pass, the bag-tag sticker, the airport report, the airline’s tracing status page or delivery notice, or photos of what was in the bag (a photo or a PDF, chosen on the page, taken with the “Snap your bag tag” button, or shared into the installed app), that file is sent to our server and on to our AI provider (Anthropic) to read the lines, the flight details, the file reference or the items, and the result comes back for you to check. An email you forward to our start address is read the same way; what we read is kept as a draft for 30 days or until you open it, then deleted, and the email itself stays in that mailbox until you ask us to delete it. If you ask the builder to email you a link to your draft, the draft is kept on our server for 30 days or until you open the link, then deleted; the link works once. The file is not stored by us in that step, and nothing is added to your claim until you confirm it. On a case, a receipt or a tracing status you upload as evidence is stored with the case, as any evidence is, and is read the same way. If texting is switched on, photos you text to our number from the phone number on your case file the same way and are sorted by what they show; we reply to what you send; we text you first only after you give us your number on our site or turn texting on for your case, and then only about your case. If you text us before you have a case, what you send is kept as a draft keyed to your phone number for 30 days or until you open the link we reply with, then deleted; reply STOP and it is deleted at once. If you arrived from an ad and tap a text button on our site, the message it opens ends with a short code (for example START K7Q2). The code tells us which ad platform and campaign brought you, and the ad’s click identifier, so a claim started by text is counted the same way as one started on the site; it is kept with your text draft and, if you start a case, with the case. Unused codes are deleted after 7 days. You can delete the code before you send; the text works the same without it. By texting our number you agree to receive that reply; message frequency depends on what you send; message and data rates may apply; reply STOP to opt out and HELP for help. No mobile information will be shared with third parties or affiliates for marketing or promotional purposes; the phone number on your case is used only to match your texts to it. If you ask us to read your card benefits guide, card statement or insurance policy for the second-payer form, that file is sent to the same provider to find the administrator’s contact details, the reference and the notice windows, and is not stored; any full card number is removed before the result reaches you. Nothing is sent to us until you start a case. Closing the browser or clearing site data removes it.
We email you about your case: the claim address, deadlines, the airline’s replies, decisions you need to make, and the outcome. Nothing else. Members get a one-click link when they start a new claim. Replies you send to your case address are filed in the case.
If you ask the free deadline tool to remind you, we keep your email address (and your mobile number, if you add it and tick the texting box), the airline, what happened to the bag, whether the trip was domestic or international, the flight date and the reminder dates. We use them only to send those reminders. They are deleted seven days after the last reminder date, or at once when you press “Stop them” in any reminder email. Replying STOP to a text deletes the number. Checking your deadlines without asking for reminders stores nothing. If you ask us to email you your estimate, we also keep the answers you gave (the route, what happened, the days missing and the airline) as a saved draft for 30 days, so the link in that email can bring them back; the draft is then deleted. The reminders that email sets up follow the rules above. If you give us your email address or mobile number to receive your number and your deadline, we send one message there and keep the address or number, what happened and the airline as a saved draft for 30 days, so the link in that message can bring them back; the draft is then deleted. A mobile number given this way is kept as your texting consent until you reply STOP.
BagBack sets no cookies of its own. If we measure how the site is used we do it with Cloudflare Web Analytics, which counts page views without cookies and without identifying you. When you arrive from a Google ad, the page you land on and the page you return to after paying load Google's tag, which may set Google's own cookies to record that the ad led to your visit or payment, and our server may tell Meta that a case was started or a purchase happened using a one-way hash of your email address and the click identifier from the ad you arrived through. That tells the ad platform its ad worked. It does not send them your claim, your itinerary or anything about your bag. A claim you start but do not pay for is kept for 30 days so you can come back to it, with up to three reminder emails, then deleted. The blog page loads its articles from our publishing partner’s server, which sees your IP address like any web request and sets no cookies.
You can ask for a copy of everything we hold about you, ask us to correct it, or ask us to delete it. Email help@getbagback.com from the address on your case; we answer within ten business days. Deleting a case ends BagBack’s ability to run it.
BagBack, New York, United States. help@getbagback.com.