Hartmann Global Recovery System*
Q: What does GRS stand for?
A: GRS = Global Recovery System. GRS is an exclusive, complimentary program that helps reunite Hartmann customers with their lost or stolen luggage.
The GRS ID is the 12-character individual ID and barcode tag that is permanently attached inside eligible Hartmann bags. Once a bag is purchased and registered, this unique ID is entered into our database along with customer’s name and address.
Q: How does the GRS system work?
A: When the person who finds a lost bag either calls the toll-free* number on the GRS tag (1-888-4-Hartmann) or goes online at the GRS Homepage to report the found bag, Hartmann will match the 12-character individual ID from the GRS tag with the name and address in our database (provided that the bag has been registered in the system). We will notify, arrange pickup, and then arrange for delivery of the bag.
*1-888-4-Hartmann is toll-free only if called from within the continental U.S.
Q: How do I register my bag for GRS?
A: To register eligible Hartmann product and activate the GRS program, simply call 1-888-4-Hartmann or register online at the GRS Homepage. Please have the 12-character ID ready. When registering, the customer will be asked to come up with a secret password. This added security assures that only they can authorize any changes to the contact information that we have in our database.
Q: Does the GRS system cost me anything?
A: No! The GRS is an exclusive, complimentary program that helps reunite Hartmann customers with their lost or stolen luggage.
Q: Is there a limit on the number of times someone can take advantage of GRS on a single case?
A: Though it is highly unlikely that a case would ever be lost more than once, the system is limited to four returns per ID number.
Q: What if I lose my bag in another country?
A: If you are traveling abroad and you lose your bag please call 1-615-453-3349 between the hours of 8:00am and 6:00pm (EST), Monday-Friday, to speak to a representative or visit the GRS Homepage 24 hours a day, 7 days a week.
Q: Can I get GRS on any bag?
A: Unfortunately no. While Hartmann is working on expanding the GRS capability to many lines in the future, it is currently only available on The Tweed Collection.
Q: I lost my GRS-equipped bag, now what?
A: Please call the GRS hotline 1-888-4-Hartmann, internationally
1-615-453-3349 or log on to the GRS Homepage to report a lost bag. Please be prepared to give as much information as possible describing when and where the case may have been lost. Once the 12-character ID is reported found, Hartmann will notify the customer the bag has been found and arrange for its return free of charge.
Q: I found a bag that has a GRS tag, now what?
A: Please call the GRS hotline 1-888-4-Hartmann, internationally
1-615-453-3349, or log on to the GRS Homepage to report a found bag. The finder needs to be willing to provide a contact telephone number and address so that we can arrange pick-up.
Q: What is the GRS toll-free* phone number?
A: 1-888-4-Hartmann (1-888-442-7862)
*toll-free only if called from within the continental U.S.
Q: I have moved, how do I update my contact information?
A: To update an address or phone number in our database, the customer will need to call the GRS hotline (1-888-4-Hartmann) or log on to the GRS Homepage. The customer will need to identify themselves by correctly answering the security question chosen at time of registration, before they will be allowed to make any changes.
Q: What are the hours of operation?
A: A live agent will be available 8:00am – 6:00pm (EST) Monday – Friday. The Automated system is accessible 24 hours a day, 7 days a week at 1-888-4-Hartmann or online at the GRS Homepage.
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