Supports if something goes wrong when travelling

Last updated on Monday, 13/11/2023

Travelling around Europe can offer so many wonderful experiences and adventures but what if you lose your passport, get ill or miss your flight? If something does goes wrong, there are services that can help you.

European Emergency Number - 112:  Call ‘112’ for free in all European countries for all urgent assistance (crime, accident, fire). Tell the operator which service you need (police, ambulance, fire) and what your name is, and then follow their instructions.

Embassy/ Consulate: Contact the local Embassy or Consulate of your country. Consular staff are happy to offer you any assistance they can. Help includes:

• Issue emergency passports/travel documentation (if certain criteria are met).
• Advise and support you in the case of an accident, serious illness or death.
• Help liaise with local police or other authorities, particularly if there is a language barrier.
• Contact your family or friends on your behalf.

However, you need to be aware that there are limits to the help they provide.

If you are sick or Injured Abroad

European Health Insurance Card (EHIC) – allows you to access public healthcare in another EU/EEA state for free or at a reduced rate. How you use an EHIC abroad differs from country to country. You can use it when you are travelling abroad or when you are staying temporarily in another EU state. 

Mental Health: The website of the International Association for Medical Assistance to Travellers (IAMAT) has a sub-section devoted to “Travel and Mental Health”  that gives helpful advice and recommendations to travellers who may experience mental health issues while abroad. This website also has a variety of articles providing advice and information on travel and mental health.

Passports – lost/stolen: Your passport is an important document and should always be kept safe. But if your passport is lost or stolen abroad, you can contact your nearest Embassy or Consulate of your country. They can help you deal with the situation.. 

“Your Europe Advice” (YEA) is an online EU advice service for the public provided by legal experts from ECAS operating under contract with the European Commission. It consists of a team of about 60 lawyers who cover all 24 official EU languages and are familiar both with EU law and national laws in all EU countries. The experts respond to the questions within 72 hours, free of charge and in the language chosen by the user. Enquiries can be submitted either via an online form. 

Your Rights when Travelling / Your Passenger Rights: The EU is the only area in the world where citizens are protected by a full set of passenger rights - whether they travel by plane, train, bus, coach or ship. Passengers in the EU have the right to accurate, timely and accessible information, assistance in case of transport disruption and, in certain circumstances, compensation in case of cancellation or long delays.

Download the app so you can check what your rights are and how to claim them: 

In addition, EU rules protect you when you buy package holidays or trips that combine at least two different types of travel services (such as a flight and a hotel or car rental) through the same or linked online booking site.

Before you go: travellers must receive clear information about their travel package (including travel destination(s), the list of services included and an emergency number). They must also be informed of their rights - for instance, you have greater rights regarding cancellation or if the organiser goes bust.

When you are there: travellers who find themselves in difficulty are entitled to assistance such as information on health services and consular assistance.

Have you experienced delays or cancellations? Has your luggage been lost before? Unsure of what to do if something goes wrong when travelling? Don’t worry, everything you need can be just a few clicks away thanks to the EU’s ‘Your Passenger Rights’ app! 

PASSENGERS WITH A DISABILITY OR REDUCED MOBILITY:  Passengers with a disability or with reduced mobility are entitled to free assistance in airports, train stations, ports and designated coach terminals, as well as on board aircraft, trains, ships and coaches. It is advisable to notify the carrier or terminal operator of specific needs at the time of booking, when buying the ticket in advance, or at least 48 hours before travelling (36 hours when travelling by coach).

If you are travelling by car and have a disabled parking card in your home country, you can use the disabled parking facilities in other EU countries but check what local conditions apply. Look out for the wheelchair symbol.

HELP FOR CONSUMERS

As a consumer you are guaranteed fair treatment, products that meet acceptable standards and a right of redress if something goes wrong, wherever you are in the EU.

The European Consumer Centres Network (ECC-Net) gives practical information on EU consumer rights as well as free advice and assistance with cross-border complaints or disputes. There is one centre in each EU country as well as in Iceland and Norway. There is also a useful ECC-Net travel app with lots of practical help and information.