Last updated: 15 August 2026
1. Who We Are
Airport Baggage Resolution Services (“ABRS”, “we”, “us”) provides mishandled baggage delivery, repair, and replacement services to airlines and their passengers at Jinnah International Airport, Karachi, and at other airports where we operate.
Contact:
Email: support@abrs.pk
Phone / WhatsApp: +92 328 221 1894
Address: Jinnah International Airport, Karachi, Pakistan
2. Our Role: We Work On Behalf of Airlines
In most cases, ABRS does not collect passenger information directly from passengers. The airline that mishandled the baggage sends us the passenger’s details so that we can deliver the bag.
For that information, the airline is the data controller (it decides why and how the data is used) and ABRS is the data processor (we act only on the airline’s instructions and only for the purpose of resolving the baggage case). Where the airline is subject to the EU or UK General Data Protection Regulation, we process personal data under a written agreement with that airline and only for the purposes it specifies.
For information you give us directly for example when you use the bag tracking form on this website, message our WhatsApp service, or apply to work with us ABRS is the controller.
3. Information We Collect
3.1 Passenger information received from airlines
- Passenger name and contact telephone number
- Delivery address, area, and city
- Flight number, flight date, and routing
- Property Irregularity Report reference (AHL / DPR / OHD number) and baggage tag number
- Bag description: number of pieces, colour code, weight, and condition
3.2 Information created while we handle your bag
- Photographs of the bag at collection (overall condition, tamper seal, and any visible damage) and at delivery (delivery location, and signed delivery documents)
- Digital signature of the person who receives the bag
- Name and relationship of the receiver, if the bag is handed to someone other than the passenger with the passenger’s consent
- GPS coordinates and timestamp of the collection and delivery points
- Delivery outcome, and notes recorded by our staff (for example, the reason a delivery could not be completed)
- Repair or replacement details, where that service is provided
We collect this evidence for one reason: to prove that your bag was handled correctly and delivered to the right person, and to resolve any dispute or damage claim fairly. It is not used for marketing.
3.3 Information you give us directly
- Details you enter into the bag tracking form on abrs.pk (such as your name or telephone number and your reference number)
- Messages you send to our WhatsApp service, and our replies
3.4 Website and account information
- Standard technical data collected by our web host and analytics tools: IP address, browser type, device type, pages viewed, and date and time of visit
- Login and account information for airline and staff users of our restricted portals
4. How We Use Your Information
- To locate, collect, transport, and deliver mishandled baggage
- To keep you informed about your bag by WhatsApp or telephone
- To arrange repair or replacement of damaged baggage where the airline has approved it
- To create proof-of-delivery records and resolve claims or disputes
- To invoice the airline for services performed and to keep the accounting records required by law
- To supervise our staff and riders, protect the security of baggage in our custody, and improve service quality
- To operate, secure, and improve this website
We do not sell your personal information, and we do not use passenger data for advertising.
5. Who We Share Information With
- The airline that referred the case including delivery confirmation, photographs, and signatures, as proof of service
- Our staff and riders limited to the information needed to complete the specific delivery assigned to them
- Approved repair and replacement vendors where a repair or replacement is required, limited to the bag details necessary for that work
- Service providers who host our systems, acting under contract on our behalf: cloud hosting and workflow infrastructure, Google Workspace (records and photograph storage), WhatsApp messaging providers, document and invoice generation services, and website analytics
- Authorities airport security, customs, law enforcement, or regulators, where we are legally required to do so or where it is necessary to protect people or property
6. International Transfers
Some of the service providers we rely on store data on servers outside Pakistan. Where that happens, we use providers that offer recognised contractual and security safeguards, and we share only the information necessary to deliver the service.
7. How Long We Keep Information
- Delivery records (case details, delivery outcome, signatures): 6 months from the date of delivery, to cover the claims and billing period
- Photographs and GPS records: 6 months from the date of delivery, unless a claim or dispute is open, in which case they are kept until it is closed
- WhatsApp conversations: 3 months
- Invoices and accounting records: as long as required by Pakistani tax and company law
Where we act as processor for an airline, we will delete or return records earlier if that airline instructs us to do so.
8. How We Protect Information
- Access to passenger records is restricted to authorised ABRS personnel and is logged
- Our operational systems and portals are protected by individual accounts and passwords
- Data is transmitted over encrypted (HTTPS) connections
- Riders can see only the deliveries assigned to them, not the full database
- Photographs and records are stored in access-controlled cloud storage, not on personal devices
No system is completely secure, but we take these measures seriously and review them as we grow.
9. Your Rights
You may ask us to:
- Confirm what information we hold about you and provide a copy
- Correct information that is inaccurate for example a wrong telephone number or delivery address
- Delete information, where we are not required to keep it for legal, billing, or claims purposes
- Stop sending you non-essential messages
Write to support@abrs.pk with your baggage reference number so we can locate your case. We will respond within 30 days.
Please note: where your information was given to us by an airline, that airline decides how it may be used. In those cases we will forward your request to the airline and act on its instructions. You may also contact the airline directly.
10. Children
Our services are directed at airlines and adult passengers. We do not knowingly collect information from children except where a child’s name appears on a baggage record supplied by an airline as part of a family’s travel documents.
11. Cookies
This website uses cookies that are necessary for it to function (for example to keep you logged in to a staff or airline portal and to remember security settings), and analytics cookies that help us understand how visitors use the site. You can block or delete cookies in your browser settings, but some parts of the site may then not work correctly.
12. Changes to This Policy
We may update this policy as our services expand to additional airports and airlines. The revised version will be published on this page with a new “last updated” date.
13. Contact Us
If you have a question or a complaint about how your information has been handled, contact us at support@abrs.pk or +92 328 221 1894. We take privacy complaints seriously and will investigate every one.