Emergency assistance
SOS emergency assistance
Service information
Medical institution introduction and advice
If a user has medical needs while traveling, EAHK will provide the user with information such as the name, address, phone number, and working hours of available medical institution. The doctors recommended by EAHK may also call the user to provide medical information.
If the user needs the delivery of essential medicines and medical supplies, EAHK will activate the local assistance center where the user is located to coordinate the purchase and delivery of specified medications subject to availability and local regulations. Prior to delivery, the cost of the medication and service fee will be communicated. The service fee is to be paid to the assistance center, while the medication cost is to be paid to the third-party delivery service. The payment method will be agreed upon between EAHK and the user.
EAHK may also facilitate hotel accommodation services during the recovery period through third-party providers.
Emergency Medical Transfer
If a user suffers from serious illness during their trip and EAHK's third-party service providers, including medical staff from rescue organizations, determine in their sole professional judgment that hospitals in the area where the user is traveling are unable to provide appropriate medical assistance, EAHK may attempt to facilitate arrangements for the communication, transport, and medical teams necessary to transfer the patient to the nearest suitable hospital subject to availability, weather conditions, local regulations, and the patient's medical condition.
Assistance with Handling Post-Funeral Matters and Repatriation of Remains or Ashes
If a user passes away while traveling due to an accident or illness, upon request from the deceased's direct relatives or as specified in their will, EAHK will facilitate assistance and advice in handling post-emergency affairs and assist with arrangements for the repatriation of the remains or ashes to the deceased's home through qualified third-party service providers.The timeframe for repatriation is typically 7-10 working days, subject to local government regulations, embassy requirements, documentation availability, religious or cultural considerations, autopsy requirements, and other factors.
Families are solely responsible for all costs associated with repatriation, which may be substantial and must be paid directly to service providers.
Unaccompanied Minors and Family Support Services
If the user suffers accident or injury, sudden illness, or death or requires emergency medical transfer, and if an accompanying child is left without a guardian, EAHK will assist in arranging the earliest possible flight tickets for the child to return home subject to availability, legal requirements, and proper authorization from legal guardians or authorities. EAHK may also assist in arranging accommodation for immediate family members visiting patients in the destination country or region through third-party providers.
Families are solely responsible for all costs associated with emergency travel and accommodation, which must be paid directly to service providers.
Notes
1. Global SOS services are provided by Europ Assistance Hong Kong Limited ("EAHK"). Trip.com Travel Singapore Pte. Ltd. ("Trip.com") is not an agent of EAHK and disclaims all responsibility, warranties, and recommendations regarding EAHK's services.
2. EAHK may provide information about available medical providers with no charge, but you are solely responsible for all costs, fees, charges, and expenses related to medical services charged by medical providers.
3. Users are fully responsible for all related fees, payment of which shall be made directly to accounts designated by EAHK. Trip.com is not a party to any payment transactions and bears no responsibility for payment disputes, processing errors, or financial losses.
4. By using Trip.com services, you expressly consent to Trip.com's collection, use, processing, and sharing of your information as described in our Privacy Policy to verified third-party service providers solely for the purpose of delivering requested services. This information includes, but is not limited to, medical information provided for medical consultation services.
5. This service operates 24 hours a day, 7 days a week, and provides support in English, Cantonese, and Mandarin through chat.
Important Notices
Global SOS services are provided by Europ Assistance Hong Kong Limited ("EAHK"). Trip.com is not an agent of EAHK and any of their third-party service providers and shall not assume any responsibility regarding the quality of service, actions of the service provider, or any advice they provide. You understand and acknowledge that you must exercise your independent judgment and not rely solely on Trip.com's recommended third-party service providers. In addition, you waive your legal rights to file a claim against Trip.com in connection with the action or inaction of the selected third-party service providers. Any dispute regarding such services is to be resolved directly with the third-party service provider. In the event that you suffer losses due to a selected third-party service provider, Trip.com may assist you in consulting and negotiating with the selected third-party service provider.
Trip.com shall not be liable for any failure or delay in the provision of services caused by natural disasters, strikes, or other circumstances beyond its control, including but not limited to services that are prohibited or required to be delayed by local laws or regulators. EAHK, as the designated third-party service provider, shall inform you of any situation that may cause a failure or delay in the provision of services as soon as reasonably practicable.
Emergency services are meant to only be provided to those truly in need. Please think carefully before requesting emergency assistance.
Please read and agree to the above notices
Service information
Translation Services
If you encounter an emergency situation while abroad such as injury requiring medical treatment, if EAHK can provide the required language, EAHK may directly assist with online translation (English). For other languages, EAHK may activate the local assistance center in the respective language-speaking country and establish a multi-party conference call to address the translation needs over the phone subject to availability and connectivity.
For offline translation (accompanying or document translation), EAHK will contact and confirm with third-party translation providers before making arrangements based on the customer's needs.
Translation languages: Chinese, English, Spanish, French, Arabic, Italian, Japanese, German, Vietnamese, Korean, Cantonese, Thai, Indonesian, Hindi, Russian.
Emergency Message Transmission
Emergency Message Transmission aims to help ensure that all relevant parties are informed quickly, allowing for timely action and support during emergencies. The customer's contact information and contact details provided may be shared with relevant third-party service providers as necessary to facilitate emergency assistance. EAHK will attempt to notify their family members or the customers themselves about the situation as soon as reasonably practicable.
Users are responsible for providing accurate and current contact information for themselves and emergency contacts.
Legal Assistance
Legal assistance is a service EAHK may facilitate for addressing the legal needs of affected individuals. EAHK may provide contact information for local legal resources that may be helpful during an emergency. If EAHK is unable to provide an immediate answer information online, EAHK may conduct a query and call back with the available information.
Travel Related Consultation
If you need any general information on the following matters during your trip, please feel free to contact EAHK. EAHK may attempt to provide general information for visa requirements, vaccine recommendations, weather forecasts, currency exchange rates, airport taxes, and embassy or consulate contact information for the destination country or region for informational purposes only.
All information provided is for general reference only and should not be relied upon as professional advice. Users are solely responsible for verifying all travel requirements, health recommendations, and other information with official sources. Users must verify visa requirements with embassies, health recommendations with medical professionals, and other travel information through official government sources.
Notes
1. For translation, EAHK may facilitate connections with available translators at no charge. You will be responsible for translation fees and will need to pay any translation fees that may be incurred in advance.
2. Users are fully responsible for all related fees, payment of which shall be made directly to accounts designated by the service provider. Payment arrangements are made directly between users and service providers. Trip.com is not a party to any payment transactions and bears no responsibility for payment disputes, processing errors, or financial losses.
3. By using Trip.com services, you expressly consent to Trip.com's collection, use, processing, and sharing of your information as described in our Privacy Policy to verified third-party service providers solely for the purpose of delivering requested services. This information includes, but is not limited to, medical information provided for medical consultation services.
4. This service operates 24 hours a day, 7 days a week, and provides support in English, Cantonese, and Taiwanese Mandarin through chat.
Important Notices
Global SOS services are provided by Europ Assistance Hong Kong Limited ("EAHK"). Trip.com is not an agent of EAHK and any of their third-party service providers and shall not assume any responsibility regarding the quality of service, actions of the service provider, or any advice they provide. You understand and acknowledge that you must exercise your independent judgment and not rely solely on Trip.com's recommended third-party service providers. In addition, you waive your legal rights to file a claim against Trip.com in connection with the action or inaction of the selected third-party service providers. Any dispute regarding such services is to be resolved directly with the third-party service provider. In the event that you suffer losses due to a selected third-party service provider, Trip.com may assist you in consulting and negotiating with the selected third-party service provider.
Trip.com shall not be liable for any failure or delay in the provision of services caused by natural disasters, strikes, or other circumstances beyond its control, including but not limited to services that are prohibited or required to be delayed by local laws or regulators. EAHK, as the designated third-party service provider, shall inform you of any situation that may cause a failure or delay in the provision of services as soon as reasonably practicable.
Emergency services are meant to only be provided to those truly in need. Please think carefully before requesting emergency assistance.
Please read and agree to the above notices
FAQ
Passports are an essential form of ID for international travel, and must be looked after with care. We advise you to take the following steps to keep your passport safe:
Keep copies of your passport
Before you travel, take a photo of your passport information page and visa pages. Print out these copies and bring them with you, stored separately from your original passport. If you lose your passport, these copies may assist with processes such as hotel check-in, subject to the hotel's policy.
Take good care of your passport
When travelling, store your passport safely immediately after use; don't leave it in your hand. If you're travelling with children, always keep their passports secure and in your care.
Store your passport separately
Don't keep your wallet and your passport in the same place, in case they both get stolen at the same time.
Avoid last-minute shopping
Avoid shopping at the airport immediately before boarding the plane, as you may misplace your passport if you're in a hurry.
When flying, baggage can sometimes be damaged or lost. To help keep your bags and belongings safe, consider these tips:
Clearly mark your luggage
Label your baggage with something unique and take a photo of it to keep on your phone. Making your bag stand out helps prevent others from taking it by mistake. Write your name and contact information on your baggage tag.
Pack valuables in your hand luggage
To prevent loss or theft, we recommend not packing valuables such as your ID, cash, important documents, cameras, or computers in your checked baggage. Carry any hard-to-replace items with you in your hand luggage.
Make sure your checked baggage is secured
Before checking in your baggage, please make sure that it's locked and sealed. To ensure it remains secured, we recommend using a luggage strap.
Check in and drop off your baggage on time
Once check-in opens, make sure your baggage tag is attached and check your baggage at the airport counter. If you have a connecting flight, confirm with the airline staff whether you need to collect your baggage during your transfer.
Retrieve baggage promptly
When you arrive at your destination, go to the assigned baggage carousel and pick up your baggage as soon as you can to prevent someone else from taking it by mistake. If you find that your bag is missing or has been taken by another passenger, report it to the service counter straight away.
Purchase travel insurance
To protect your trip, we recommend purchasing travel insurance before you leave.
When travelling, we recommend bringing the following commonly used medicines to ensure you're prepared for any circumstances that may arise:
Cold medicine: Travellers often develop cold symptoms like nasal congestion and headaches due to changes in weather and climate. It's a good idea to carry cold medicine and bottled water just in case.
Gastrointestinal medication: Travelling abroad can expose you to new foods, climates, and environments, which may cause some digestive discomfort. It's a good idea to bring medication for your digestive health, just in case.
Allergy medicine: If you're prone to allergies, it's recommended to bring antihistamines or other allergy medication. If your medication can cause drowsiness, do not drive after taking it.
Travel sickness medicine: If you're prone to travel sickness, consider bringing travel sickness medicine as needed and take it in advance, following the instructions on the label.
Sleeping aids: While travel itself can be tiring, many travellers find it difficult to sleep due to jet lag or unfamiliar surroundings. Consider bringing sleep aid medication if needed, and use it only as advised by your doctor.
Medical supplies: Scratches and cuts are common when travelling. Bring along plasters and surgical spirit to ensure you're always prepared.
Other medications: If you have a chronic condition, bring enough medication for your trip, along with your doctor's prescription or relevant medical documents.
Take medication only under a doctor's supervision. Before travelling abroad, check your destination's regulations on bringing medication. Carrying prohibited drugs is illegal.
If you happen to run into problems related to your checked baggage when flying, please follow the processes outlined below.
If baggage is lost or delayed:
Identify Responsible Party
In accordance with airline policy, when passengers have itineraries that include transfers and multiple airlines, the airline that operated the final segment of the flight is responsible for handling your case and potential compensation.
If there is a problem with your baggage, please immediately go to the service counter with your baggage receipt (generally stuck to the back of your boarding pass). Eplain the issue and file a case.
File a Case for Delayed Baggage
After filing a case, you will receive a file reference number. With this number, you'll be able to check the status of your baggage on the airline's official website. If necessary, the file reference number can also be used to modify the baggage delivery address or your contact method.
Wait for Your Baggage
If your baggage has been tracked and is expected to arrive at the airport within a short period of time, we recommend waiting for it at the airport.
If your baggage cannot currently be tracked or is not estimated to arrive on the day of your arrival, we recommend providing the airline with a delivery address and contact method. You can then leave the airport and await further updates.
Baggage Cannot be Located
Compensation standard: Compensation is calculated based on weight. The specific standards for lost baggage can be confirmed with the airline or airport. If you have insurance, you can also contact the insurance company to file a claim.
If you've taken someone else's baggage or your baggage has been taken by someone else by mistake:
Try Contacting the Owner
If you find a baggage tag with the owner's contact information, you can try contacting them directly. If you are unable to find a baggage tag, please return the baggage to the service counter as soon as possible.
Check Baggage Location
Please pick up your baggage if it was left at the airport. If you are unable to locate your baggage, please go to the service counter and file a case.
Report Missing Valuables
If there were valuables in your baggage, we recommend notifying the police while at the airport. Please ensure you hold onto your police report, lost baggage case report, flight tickets, and baggage tag for use when filing a claim for compensation.