What to do when travel goes wrong

Posted 21 January, 2026 Sasha Oelsner

You’ve efficiently packed your suitcase, triple-checked your passport and manifested a holiday free from illness or injury.

Unfortunately, even the most organised holiday doesn’t always go to plan.

According to RAA research, in 2024 South Australians’ travel insurance priorities reflected their key concerns: 78 per cent of traveller’s prioritised medical expense coverage, 77 per cent considered trip cancellation important and 66 per cent valued protection for lost or delayed luggage.

The good news? A little preparation, knowing what to do in the moment and having the right support behind you can help you navigate tricky travelling situations.

1.  Illness or injury

Medical care overseas can be eye-wateringly expensive, even for relatively minor GP or hospital visits – services we may take for granted at home. It’s important you’re prepared for a medical emergency.

Before you depart

• Research the healthcare systems at your destination(s). Some countries offer reciprocal health care to Australian citizens under certain circumstances.
• Check whether there are restrictions on prescription or over-the-counter medications you need.
• Ask your GP for a signed letter listing all your medications, and keep this letter and your medications in your carry-on.
• Arrange vaccinations well ahead of departure as some require multiple doses.
• Consider organising travel insurance early and read the product disclosure statement (PDS) so you can understand what is and isn’t covered. If something happens before departure that forces you to cancel all or part of your trip, you may be covered depending on the level of cover you select.

While you’re away

If you fall ill or get injured, seek medical help as soon as possible. Many hotels can recommend local clinics and embassies can sometimes assist in emergencies.

Keep all receipts and reports, and store your travel insurance emergency contact details both digitally and as a hard copy in your day bag.

2. Cancellations and delays

Cancellations and delays can throw a spanner into your tightly packed itinerary.

If you need to cancel

Family emergencies, illness or sudden travel restrictions might force you to cancel all or part of your trip. While not all bookings will be fully refundable, you may be able to rebook or receive a refund.

• If you booked through a travel agent, you may have been provided with 24-hour emergency contact to help manage changes.
• Many hotels offer free cancellation within a set timeframe, so check the cancellation policy before booking.
• Keep all records and receipts, as you may be able to claim additional expenses through your travel insurance.

If flights are disrupted

There are many reasons airlines may cancel, including weather, staffing issues or operational problems. Some offer refunds or rebooking options, while others provide minimal compensation, particularly for overseas connections.

Airlines will notify you of changes via text message, email and through the airline’s app. They may try to rebook you on the next available flight or an alternative service, and help to coordinate connecting flights within the same airlines or alliance where possible.

In some circumstances, the airline will offer meal vouchers and/or accommodation to tide you over until your new flight, depending on the cause and length of the delay. If you book through a travel agent, they can help rebook flights involving multiple airlines or tight connections.

Keep records of any out-of-pocket expenses as you may be able to claim these back with your travel insurance.

3. Lost or delayed luggage

In 2024, 33.4 million bags were delayed, damaged or lost at airports worldwide – around six bags per 1000 passengers – according to travel technology specialists, SITA.

Before you depart

• Pack essentials in your hand luggage including medications, travel-sized toiletries and a complete change of clothes.
• Take photos of your suitcase and write down a clear description to make identification easier later.
• Use distinctive luggage (but avoid ribbons, which can interfere with scanning).
• Put an AirTag or equivalent in checked luggage, and download any airline apps that offer baggage tracking.

When your luggage doesn’t arrive

Head straight to the baggage services desk. A detailed description and your tracking technology can help staff locate your bag faster.

Some airlines will deliver delayed luggage within 24 to 48 hours and may reimburse you if you have to purchase essential items such as clothing and toiletries. Having basics in your carry-on can save both time and money searching for emergency undies and a toothbrush while you wait.

Keep all receipts for essential purchases so the airline or your travel insurer can assess reimbursement later.

4. Lost or stolen passport

Losing your passport is many travellers’ worst nightmare, but it’s more common than you might think. It’s so common that during 2024, the Australian Passport Office issued 9000 emergency travel documents – that’s almost 25 a day.

Before you depart and while you’re away

• Store a photo or scanned copy of your passport details page on your phone and keep a printed copy with your travel documents, separate from your passport.
• Use padlocks on bags and keep your passport in a zipped, central pocket in your carry-on luggage.
• Keep your passport in a money belt or travel wallet under clothing – never in a pants pocket.
• Check your travel insurance will cover the cost of replacing travel documents.

What to do if the worst happens

• Report the lost or stolen passport to local police. You never know – someone may have turned it in.
• Call the nearest Australian embassy or consulate once you’re sure it hasn’t fallen between the couch cushions. Once reported, your passport is cancelled and can’t be used again, even if later found.
• Apply for a replacement passport through the embassy or online.
• Contact your travel insurer to understand claim timelines. You may need to pay some costs upfront, including accommodation, so keep records of all expenses.

5. Lost or stolen personal effects

Like passports, losing your wallet or mobile phone has the potential to be a major setback.

Before you depart: bank cards

• Notify your bank of your destination(s) to prevent cards being blocked for suspicious activity.
• Organise a spare card linked to your account and store it separately and safely.
• Consider a travel card to limit access to your main account.

Before you depart: mobile phone

• Set up Find My iPhone or Find My Device to track or lock your phone remotely. You can even set your locked phone to display a message. For instance, a reward if returned.
• Record your phone’s International Mobile Equipment Identity number (IMEI) This unique 15-digital serial number can be found in the SIM compartment of your phone, on the receipt or original box, and under Settings. Police may ask for this number if you file a report.
• Travel with an old spare phone which can be used in emergencies with a temporary SIM.

Check your travel insurance covers loss or theft of personal effects.

If the worst happens

If items are stolen and you’re sure they haven’t fallen under your hotel bed, contact your bank and mobile provider. Make a police report – it’s possible a good Samaritan might turn in your belongings, and at least you’ll have evidence for insurance purposes.

If you’ve travelled with backup cards and a spare phone, you’ll be far better placed to access funds, data and assistance without having to replace essentials in a hurry.

Find out more about what to do in the event of lost or damaged property overseas at Smartraveller.

Expect the unexpected

Travel will always come with surprises – some incredible, some less so. While you can’t control the weather or the stranger sneezing beside you, you can control how prepared you are.

This insurance is issued by Tokio Marine & Nichido Fire Insurance Co., Ltd. ABN 80 000 438 291 (Tokio Marine), AFSL 246548. Royal Automobile Association of South Australia Limited (ACN 677 371 274, AR 000228575) acts as an authorised representative of the issuer and receives a commission which is a percentage of the premium paid and may also receive a portion of the underwriting profit. Any advice is general advice. Consider the Combined Financial Services Guide and Product Disclosure Statement, and Target Market Determination, available on the RAA website when deciding whether to purchase this product. Terms and Conditions, Limits and Sub-limits apply.