Start a Case
Tell us what happened. We’ll take it from there.
There’s no form to fill out. Write to us in your own words — we’ll tell you exactly what to include below — and a coordinator will have your case open within the hour.
Call the 24-hour line
Answered day or night, by a person, not a menu. Best if a flight or deadline is already close.
+00 000 0000Write to a coordinator
Explain the situation by email at your own pace. Most people find this easier than a phone call at first.
See what to include ↓Before you write
Have this ready — it’s shorter than it looks.
You don’t need every detail, and nothing here is submitted anywhere yet. This is just so you know what a coordinator will ask for.
Full name of your family member
As it appears on their passport or ID, if you have it to hand.
Your relationship to them
Next of kin, spouse, sibling, or however you’d describe it.
Country and city where the death occurred
Even approximate is fine to start — a coordinator will confirm the rest.
The destination country
Where your family member should be brought home to.
A phone number where we can reach you
So a coordinator can call rather than wait on email replies.
Any deadlines already in place
A booked flight, a funeral date, or an insurance claim reference, if one exists.
Write to us
This is exactly what will open — nothing is sent yet.
Tap the button and Gmail opens in a new tab, addressed and ready, with the same blanks as above. Fill them in and send whenever you’re ready.
After you send it
What happens next.
A coordinator reads it personally
Not a ticket queue — one person, who stays on your case from here on.
You get a reply within the hour
Confirming what’s already clear and asking only for what’s missing.
The case moves
Documentation and transport begin — see how the process works from here.