FAQ

For help with your Travel Sentry® Approved baggage and locks, please check our FAQs

1Lock Problems

  1. 1.1

    My lock was missing after my flight – can you replace it?

    1. Travel Sentry, working with the airports has identified that most instances of missing locks are a result of airline baggage handling. Locks can be torn off when caught in conveyors belts or from centrifugal force when baggage is ejected by baggage “pushers” which are part of many automated conveyor systems. Often the weakest links are the zipper pulls on baggage – not the locks themselves.
    2. There are instances when a Screening Officer has failed to replace a lock removed in order to open the bag for screening. Look for the Notice of Baggage Inspection form from the TSA inside your bag. If your lock is missing and there is a TSA Notice inside the bag, contact the Brand whose product you purchased. Most Brands participating in the Travel Sentry system will replace locks under these circumstances.Travel Sentry recommends buying baggage with “kissing sliders” which hold the lock much more securely and minimize the effect of airline baggage handling. When rough airline handling is suspected you should file a claim with your airline without delay.
  2. 1.2

    My lock was missing after my flight – can you replace it?

    1. Travel Sentry, working with the airports has identified that most instances of missing locks are a result of airline baggage handling. Locks can be torn off when caught in conveyors belts or from centrifugal force when baggage is ejected by baggage “pushers” which are part of many automated conveyor systems. Often the weakest links are the zipper pulls on baggage – not the locks themselves.
    2. There are instances when a Screening Officer has failed to replace a lock removed in order to open the bag for screening. Look for the Notice of Baggage Inspection form from the TSA inside your bag. If your lock is missing and there is a TSA Notice inside the bag, contact the Brand whose product you purchased. Most Brands participating in the Travel Sentry system will replace locks under these circumstances.Travel Sentry recommends buying baggage with “kissing sliders” which hold the lock much more securely and minimize the effect of airline baggage handling. When rough airline handling is suspected you should file a claim with your airline without delay.
  3. 1.3

    Security Officers opened my lock and now the search indicator is red; they did not reset it to green – how can I relock it?

    To restore the search indicator on your combination padlock:

    1. Open the lock with your combination.
    2. Pull up the shackle until you hear a click.
    3. Turn the shackle clockwise.
    4. You will find an opening which shows a green button inside.
    5. Using a pen or another suitable object, push down the green button to restore the indicator panel from RED back to GREEN.

    How to reset the indicator on my zipper lock – how can I relock it?

    Insert a small bladed item such as the tip of a knife or a fine, flat blade screwdriver about 1-2 mm into the face of the lock. Then turn it towards the lock position. That is all that is necessary to reset the lock.

    Note that this will only work going from the “unlock” to the “lock” position, not vice versa.

  4. 1.4

    I messed up doing the setting instructions correctly. Now the shackle is in the down position, outside of the lock hole. No matter which way I turn it, it does not release.

    Most manufacturers and distributors of Travel Sentry® Approved locks have a very strong warranty replacement policy.

    We suggest you contact the brand distributor of the locks you are having problems with or return them to the place where they were purchased.

  5. 1.5

    My lock was broken after my flight – what can I do? Can you replace it?

    There are two likely scenarios a lock is broken during travel by air:

      • Baggage handling systems (conveyor belts and other automated systems) and manual handling all take a toll on your baggage and your lock. The airlines are responsible for damage that exceeds the definition of “normal wear and tear”. File a claim with your airline without delay.
      • Airport Security Officers inspect millions of pieces of baggage every day. It is faster and easier for them to open your Travel Sentry locks using their special Travel Sentry tools than it is for them to cut or break open a lock. However, it is rare but possible, that the Security Officer may have to cut open a Travel Sentry lock if it has been damaged or malfunctioning in some way. Should this occur, the Screening Agencies are not liable for damage to your lock.

    Look for the Notice of Baggage Inspection form from the TSA inside your bag. If your lock is damaged and there is a TSA Notice inside the bag, contact the Brand that you purchased. Most Brands participating in the Travel Sentry system will replace locks under these circumstances. If a TSA Notice is not inside your bag, it is likely that airline handling is the cause of damage. File a claim with your airline without delay.

    Lastly, sometimes in the rush to get all bags inspected and onto their flights, locks are sometimes [but rarely] left behind. The Security Officers are very careful to relock bags but you will understand that with so many bags being screened occasionally a lock is left behind.

    In this case, we can only suggest you to buy another lock. It is not likely the original padlock could be recovered.

2Keys

  1. 2.1

    I lost my Travel Sentry® Approved lock key, can I get a replacement?

    There are thousands of different key combinations. To get a replacement key, please contact the brand of luggage here on our website under LOCK page. It will help if you are able to give them any code or codes that are etched or printed on and around the cylinder face.

    If you cannot open your suitcase, we suggest that you bring it to a luggage store where you purchased it or a locksmith to see if they can help.

    Please note: There is no key provided for all Travel Sentry® Approved combination locks. The key slot is designed for security officers to use to access the luggage for inspection.

  2. 2.2

    I bought a new suitcase but there are no keys for my lock

    The most popular Travel Sentry lock is a combination zipper lock that is mounted on the suitcase. The zipper lock has two slots where the zipper pulls go.  You will need to set the combination on the lock to secure the zipper pulls [see directions in 1.1]. The combination locks the bag.  There is a place for a key on a zipper lock, but that is for the security officers to use their tool to open and close the lock for luggage inspection.

3Good To Know

  1. 3.1

    Where can I use / What countries can I use Travel Sentry® Approved locks?

    Travel Sentry® Approved Locks are a global standard and are not limited where they can be used. Of course Travel Sentry locks are accepted at every USA-controlled airport from the US Virgin Islands in the Caribbean to the far Pacific Islands like Guam as well as all of the airports on the U.S. Mainland, Hawaii and Alaska – that is over 450 US airports. The TSA Lock™ system is now also implemented in all airports in Canada, and major airports in Japan, Israel, Finland, Germany, Austria, Belgium, Netherlands, Switzerland, South-Korea, Togo, New Zealand and continues to expand. See the latest list on the LOCK page.

    In fact, there is no place where Travel Sentry locks cannot be used – everyone should lock their luggage and if they are using Travel Sentry Locks then they can travel safely and securely. So rest assured, you can travel with your luggage locked and secured with Travel Sentry Locks.

  2. 3.2

    How do I know that the TSA opened and inspected my suitcase?

    The TSA’s standard practice is to leave a notice in your suitcase informing you that your bag was inspected.

  3. 3.3

    Why should I lock my suitcase? / Why should I use Travel Sentry® Approved Locks for countries which do not inspect luggage like the USA?

    Locking your luggage protects your possessions from theft, tampering and potential misuse by smugglers. Locking your luggage also provides a layer of protection and deterrence from having luggage opened in those areas that are not monitored, such as airplane luggage storage bays, hotel rooms, concierge storage areas, etc.

    You lock your house. You lock your car. Why not lock your luggage?

     

  4. 3.4

    How can I be sure that my lock cannot be opened by someone else?

    Luggage locks are an effective first line of defense but just as with automobiles and houses a determined thief can force their way in. All Travel Sentry Approved locks must meet our standards that are much higher than the luggage locks on the market before 2003.

    Be sure to set a combination that cannot easily be guessed. Avoid 0-0-0 or 1-2-3. By taking reasonable precautions you can lock, protect and relax.

  5. 3.5

    How safe is the Travel Sentry system?

    The Travel Sentry tools are held by the Security Officers and not available to airport staff. Each set of secured tool is controlled government property and unlawful to duplicate. Most luggage inspection locations are equipped with video surveillance.

  6. 3.6

    Can we still use a 10 year old TSA ACCEPTED Lock?

    If the lock has the Travel Sentry Red diamond logo  on it. It is still usable and the security officers will be able to unlock & relock.

  7. 3.7

    What does the number on the lock means TSA001, TSA002, TSA003…., TSA007?

    Each lock has a special code TSA001 to TSA007, which is used by the TSA, CATSA and other security agencies to know which secure tool to use to open the lock.

  8. 3.8

    How do I register my suitcase with OKOBAN?

    Some suitcases come with an OKOBAN-branded UID code. This code allows you to register your suitcase online in case of loss. Visit www.okoban.com and follow the easy instructions there to register your suitcase.

4Combination

  1. 4.1

    Setting the combination

    Since all locks are slightly different, we can only give you general directions.

    For Combination Padlocks w/ button setting: Line-up the default combination (0-0-0). Locate a small button somewhere on the side of the lock. With the tip of a pen, simply push that button in and hold it while dialing in your personal combination. Remember to write down your combination and store it in a safe place.

    For Combination Padlocks w/ shackle setting: Line-up the default combination (0-0-0). Pull up the shackle and swivel the shackle all the way to the right so that it is facing exactly opposite to the direction you started at. This is the same as moving a clock hand from 12 o’clock to 6 o’clock.

    Press firmly down on the shackle and at the same time turn the shackle back one quarter turn (moving it from 6 o’clock back to 3 o’clock) where the shackle is ‘held’ into the down position.

    Set your own combination on the face of the lock with the small circles between the dials.

    Finally turn the shackle back to the 6 o’clock position – pull it all the way up – turn the shackle back to 12 o’clock and lock the lock as normal.

    When resetting a shackle lock it is critical that you press down ALL the way on the shackle at the reset position (either 90 or 180 degrees rotated away from the locked position). Some lock types require you to push down and then turn the shackle to the reset position – not getting the shackle fully to the reset position is one of the biggest causes of a combination setting going wrong. Remember to write down your combination and store it in a safe place.

    For Combination Zipper locks: With the lock in the 0-0-0 position, push the reset button in with a pen until you hear a ‘click’ sound. The reset button is located at the back or side of the lock. Next, turn the dials to your desired personal combination. Then push in the button at the front of the lock and you will hear the reset button ‘click’ again. Now you have finished setting your personal combination. Check to be sure the button at the front of the lock releases the zipper tabs and moves freely at your desired combination. Before turning the dials to lock the case, write down your combination and put it in a safe place. Also, you can repeat the above steps to reset your combination.

    For Combination Lock straps: Set the combination to 0-0-0. Open the lock by pressing the release button. Once unlocked, place a pen or other similar pointed object on the end of the metal rod and push in. While pushing in, set/reset your combination. Releasing the button locks your combination. Remember to write down your combination and store it in a safe place.

    When resetting a cable or strap lock make sure you have pushed the reset button or bar ALL the way down and keep it firmly depressed when changing the combination.

    Check with the store where you purchased the lock. They should be able to either help you set the combination or can show you the instructions from a similar lock.

    Contact the distributor of this brand of lock.

    See Brands for a listing.
 Specialty baggage stores may have sales people with experience setting combination locks. Check with one near you and see if they can help. See the Store Locator for shops near you.

    Remember to write down your combination and store it in a safe place just in case you forget it.

  2. 4.2

    I am having problems with my combination lock. What do I do?

    If you have trouble setting your combination or other difficulties contact the company or the retailer where you bought your lock or luggage. You can find a link to them on our TSA LOCK page.

    They may be able to help.

  3. 4.3

    I have forgotten my combination

    To recover your combination you will need a little time and some patience.

    Please try all of the possible combinations from 000-999 (000, 001, 002, 003 through to 999).

    You may think this will take a long time, but it should not take you more than 30 minutes and if the first digit of your forgotten code starts with a 0, 1, 2, or 3…then it will take significantly less than 30 minutes.

    Try it out, as it will save you from potentially having to buy a new lock. Otherwise, you can take it to your place of purchase, or to another luggage retailer or professional locksmith to see if they can help.

  4. 4.4

    I made a mistake while setting my combination, what can I do?

    As suggested in FAQ # 1.2 above, you can try to find your combination by trying all of the possible combinations from 000-999 (000, 001, 002, 003 through to 999).

    Otherwise, we suggest that you contact the brand distributor of the locks you are having problems with or return them to the place where they were purchased.

Didn't find what you were looking for?

If you still have an unanswered question or need help, please let us know by completing the form below. We will do our best to provide an answer or a resource for a solution.

Quick answers to the most common questions

  1. I lost my Travel Sentry® Approved lock key, can I get a replacement?

    There are thousands of different key combinations. To get a replacement key, please contact the brand of luggage here on our website under LOCK page. It will help if you are able to give them any code or codes that are etched or printed on and around the cylinder face.

    If you cannot open your suitcase, we suggest that you bring it to a luggage store where you purchased it or a locksmith to see if they can help.

    Please note: There is no key provided for all Travel Sentry® Approved combination locks. The key slot is designed for security officers to use to access the luggage for inspection.

  2. I made a mistake while setting my combination, what can I do?

    As suggested in FAQ # 1.2 above, you can try to find your combination by trying all of the possible combinations from 000-999 (000, 001, 002, 003 through to 999).

    Otherwise, we suggest that you contact the brand distributor of the locks you are having problems with or return them to the place where they were purchased.

  3. Setting the combination

    Since all locks are slightly different, we can only give you general directions.

    For Combination Padlocks w/ button setting: Line-up the default combination (0-0-0). Locate a small button somewhere on the side of the lock. With the tip of a pen, simply push that button in and hold it while dialing in your personal combination. Remember to write down your combination and store it in a safe place.

    For Combination Padlocks w/ shackle setting: Line-up the default combination (0-0-0). Pull up the shackle and swivel the shackle all the way to the right so that it is facing exactly opposite to the direction you started at. This is the same as moving a clock hand from 12 o’clock to 6 o’clock.

    Press firmly down on the shackle and at the same time turn the shackle back one quarter turn (moving it from 6 o’clock back to 3 o’clock) where the shackle is ‘held’ into the down position.

    Set your own combination on the face of the lock with the small circles between the dials.

    Finally turn the shackle back to the 6 o’clock position – pull it all the way up – turn the shackle back to 12 o’clock and lock the lock as normal.

    When resetting a shackle lock it is critical that you press down ALL the way on the shackle at the reset position (either 90 or 180 degrees rotated away from the locked position). Some lock types require you to push down and then turn the shackle to the reset position – not getting the shackle fully to the reset position is one of the biggest causes of a combination setting going wrong. Remember to write down your combination and store it in a safe place.

    For Combination Zipper locks: With the lock in the 0-0-0 position, push the reset button in with a pen until you hear a ‘click’ sound. The reset button is located at the back or side of the lock. Next, turn the dials to your desired personal combination. Then push in the button at the front of the lock and you will hear the reset button ‘click’ again. Now you have finished setting your personal combination. Check to be sure the button at the front of the lock releases the zipper tabs and moves freely at your desired combination. Before turning the dials to lock the case, write down your combination and put it in a safe place. Also, you can repeat the above steps to reset your combination.

    For Combination Lock straps: Set the combination to 0-0-0. Open the lock by pressing the release button. Once unlocked, place a pen or other similar pointed object on the end of the metal rod and push in. While pushing in, set/reset your combination. Releasing the button locks your combination. Remember to write down your combination and store it in a safe place.

    When resetting a cable or strap lock make sure you have pushed the reset button or bar ALL the way down and keep it firmly depressed when changing the combination.

    Check with the store where you purchased the lock. They should be able to either help you set the combination or can show you the instructions from a similar lock.

    Contact the distributor of this brand of lock.

    See Brands for a listing.
 Specialty baggage stores may have sales people with experience setting combination locks. Check with one near you and see if they can help. See the Store Locator for shops near you.

    Remember to write down your combination and store it in a safe place just in case you forget it.