Here’s a list of what you can do in the most common emergency situations.

✈️ Changed or cancelled flight

In this case, most of the time, the airline should and will assist the passenger. When your passenger is stuck at the airport with a changed or cancelled flight, ask him/her to go to the airline's counter and ask for an alternative flight.

The airline can also offer vouchers for hotels or meals if the next flight requires a long waiting time. If the airline can't provide an alternative, please cancel the flight that the passenger won't use due to disruption. Then, book a new flight on the app and let us know in chat about the cancellation reason.

Remember, you can always reach our support team in the chat.

👜 Lost or delayed baggage

Ask the passenger to report the lost/delayed baggage at the airport. He/She will receive a Property Irregularity Report with a tracking number to trace his/her baggage claim progress.
Ask the passenger to save all the receipts for necessity purchases such as clothing, hygiene products, etc. The passenger can later claim some expenses back due to the delayed baggage.

You can ask our support team in chat if you have any questions about claiming expenses. We can also help you talk to the airline to send your baggage to a particular airport.

😓👜 Damaged baggage

When the luggage is damaged, you can ask the passenger to report it to the airline at the airport.
If you need help finding out further steps or talking to the airline, send us a message in the chat.

Keep in mind that the airline might require photos of the damage, receipts of baggage reparations, etc.

😷 Passenger requiring medical assistance

You can ask us in the chat for help in the following situations:
The passenger requires medical assistance during the flight. E.g. oxygen mask.
The passenger requires help to board the flight or move within the airport. E.g. wheelchair assistance.

🙅 The airline refuses to board the passenger

If the airline refuses to board the passenger, feel free to ask us for help in chat.

The airline has the right to forbid a passenger to board the flight when:
The passenger doesn't have all the documents required for the trip.
The passenger is late at the gate.
The passenger misbehaves or is under the influence of alcohol or drugs.

🚨 Other emergencies not listed

If the emergency you're having is not listed, please send us a message in the chat. During the weekends you can call our emergency numbers.

Find our chat service hours & emergency numbers by clicking here.

This article was updated on 5/08/2021
Was this article helpful?
Cancel
Thank you!