Our office hours are from 9.00am – 5.00pm (EST) Monday to Friday
We understand that occasionally situations arise that require immediate attention when our office is closed. Your peace of mind is our priority, and we’re here to guide you through urgent matters with ease. Please take a moment to read through our guidance below, and the most appropriate way for you to access the support you require.
Emergency or Urgent Assistance
In the case of unforeseen circumstances that may prevent you from being able to travel on your scheduled arrangements, both prior to departure or once travel has commenced, your insurance provider is your first point of contact.
Changes to your itinerary can result in out-of-pocket expenses. Your insurance provider have a dedicated team available 24/7 who will advise the best course of action in line with your policy cover. Making changes without consulting your insurance company can result in charges that may not be recoverable.
Remember to have your policy details handy for a swift response. Save these numbers offline before you embark on your journey, ensuring you’re prepared if required.
Accommodation: What should I do if I encounter problems at my hotel or resort?
Staff cannot find my reservation:
Provide the check in staff your documentation/booking numbers from EWT. If not resolved ask hotel to contact supplier directly on your behalf to resolve and advise the situation to your travel designer by phone or email during business hours to follow up.
Issues or concerns with allocated room:
Contact front desk directly and if necessary, ask to speak to Manager on duty to discuss concerns to work to a suitable solution.
Flights: What should I do in the event of flight delay / cancellation?
Prior to check In
In the event you are notified of a schedule change or delay to your flight outside of our office hours and you have not yet checked in, please notify your travel designer via email and you will be contacted the next business day.
Should you require immediate assistance after hours, you may contact the airline directly to assist. Alternatively, you may engage our after-hours service. Fees apply to this service.
Once check in or travel has commenced
Once check in and a flight has commenced, control and real time visibility of your flight bookings move from EWT to the airline. In the event of cancellation or delay, airline staff will be working on reaccommodating the flights, please liaise directly with the cabin crew or ground staff on arrival. If you have onward flights on the same ticket, the airline will assist with these.
If you have onward flights on a separate ticket, you should let the airline know straight away so they can assist with these bookings/airlines. In the event they cannot assist, contact your travel Insurance provider for further advice and assistance on the travel delay provision in your policy.
If you are needing to change your flights outside of office hours, please contact the airline directly or for matters covered by insurance contact your insurance emergency contact.
Tours/Trains/Cruises/Ferries: What should I do if these are delayed or cancelled?
If you are notified by the supplier that your arrangements have been cancelled or delayed, contact the supplier, who will assist in reaccommodating your current and ongoing arrangements and advise your travel insurance company for further advice and assistance on the travel delay provision.
If due to unforeseen circumstances, you are unable to commence any part of your journey, please contact the supplier immediately to rearrange your arrangements and advise your travel insurance company for further advice and assistance on the travel delay/cancellation provision.
Email your travel designer with any updates so we can ensure the remainder of your itinerary remains unaffected, or adjusted if necessary.
Transfers: What if I arrive and I cannot locate my driver?
Double check documentation for any important information regarding meeting place. Call emergency number for the transfer company on your documentation.
If you are unable to get further assistance from emergency number, leave a message, document time and numbers called. Source alternative transport and email or contact your travel designer to follow up during office hours. Remember to keep receipts for any unexpected costs incurred to follow up when you arrive home.
In the event you require after hours emergency service please contact our external after-hours emergency service team on +61 3 9481 1077. Please be advised charges starting from $165 per call will be incurred by enlisting this service.