A couple from Hong Kong was on a tour in Ho Chi Minh City, Vietnam when the 63-year-old wife, Sally, slipped and fell while trying to get off the tour bus. A travel agency representative called the ATAP global service centre for help after the tour leader informed him of the mishap.

AIG Travel later learned that a CT scan at the local hospital revealed that Sally had a compression fracture in her lower spine and she was hospitalised for observation. After we received her medical report, we reviewed and approved cover. We booked Sally on business class right after she was given clearance to travel while her husband remained in economy. Wheelchair and porter services at the airports and ground transfers at both ends were also arranged to ease their travel. The couple safely arrived back to Hong Kong and Sally was to have her follow up check at the Hong Kong Adventist Hospital.

Ronald was visiting his niece in Canada when he started experiencing abdominal pain. At the local hospital scans revealed that he had appendicitis and surgery was necessary. His niece called the A社 global service centre to seek help with his medical expenses.

AIG Travel quickly got in touch with his treating doctor to find out more about his condition and later followed up for updates after his surgery. Ronald remained in the hospital for another week under close observation and we monitored his progress throughout this time.

We continued to check in on him while he recuperated at his niece’s residence for another two weeks after being discharged. After a follow up check, he was given clearance to travel and we arranged for his return on commercial business class with his wife as his non-medical escort. He arrived back home safely and his son valued our service.

Natalie was on a rock climbing holiday in Germany when she fell and injured her lower back. An x-ray revealed that she had fractured her spine. She called us for assistance with her medical expenses and travel arrangements. AIG Travel got in touch with her treating doctor, and learned that she needed surgery very soon. Cover was approved after we reviewed her medical report so we provided the hospital with a guarantee of payment. She underwent the procedure two days later. We monitored her recovery progress the whole time by regularly getting updates from her treating doctor. We also constantly checked in on her as she was alone to make sure she was doing well. After confirming that she was fit to trave, we quickly issued her new return airline ticket on business class so that she would be comfortable on her return journey.

A five-year-old girl, Daisy, developed a cough and high fever while on holiday with her mother, Alicia, in Trang, Thailand. Alicia called the ATAP global service centre for help and we quickly referred them to the Wattanapat Hospital located nearest to where they were staying. After Daisy had been seen by the treating doctor, we followed up and learned that chest x-ray showed that Daisy had lung infection. She was admitted for conservative treatment and we approved cover for her medical expenses.

When we checked in on her condition the next day, we found out that she had responded well to treatment and was fast recovering. Later on the same day, Daisy was discharged. Both mother and daughter continued their stay in Thailand and returned to home as planned.

Edward who was on a business trip to Shenzhen, China fell off his bicycle and injured his neck. He was rushed to the hospital where a MRI revealed that he sustained a severe spinal injury and his condition was critical. His travel agent called AIG for help to get him home to HK to get higher level of medical care.

We quickly got in touch with his treating doctor and learned that although the MRI had not shown any fractures it was likely that Edward had sustained spinal bone dislocation. After reviewing his condition, it was concluded that Edward required prolonged hospitalization and medical care and it would be best to get him home as soon as possible. Later the same day, after approving cover we arranged for a ground ambulance and a doctor-and-nurse escort team to bring him back home.  After Edward safely arrived in Hong Kong, he was directly admitted to the hospital.

A 13-year-old boy was on a study tour in New Zealand when he sustained an injury to his right leg during a soccer game. He was immediately sent to the hospital where an x-ray revealed a badly fractured shinbone that required emergency surgery. He underwent the procedure and remained in hospital for a few days to recover. His school teacher, Julia, reached out to us to seek assistance with his return travel arrangements. After obtaining the boy’s medical report, AIG Travel approved coverage for a seat upgrade to make his return journey more comfortable as he was still wearing a cast and using crutches to move around. Unfortunately the airline didn’t allow the seat upgrade as there was no escort to accompany him in business class. However they did agree to provide him with 2 additional economy class seats at no extra cost so that he could be seated near his teacher. We also arranged door-to-door wheelchair service to ease his mobility in the airports. We monitored their departure from Auckland and followed up on their safe arrival in Hong Kong.

Martha had just landed in New York when she badly injured herself trying to lift her luggage from a carousel at the airport. She was taken directly to a local hospital where an x-ray showed that she had severely fractured her left thigh bone. At this point her travelling companion called the ATAP global service centre for advice and help.

AIG Travel got in touch with her treating doctor and learned that surgery on her thigh bone would be necessary. After reviewing her medical report, we approved cover and the patient underwent surgery the next day. We followed up with the doctor after the procedure and were informed that she was recovering as expected.

After a further three days in the hospital, she was given clearance to travel and we quickly arranged for her return on business class accompanied by a non-medical escort to take care of her needs and ease her travel. Wheelchair and porter services at the airports as well as ground transfer at both ends were arranged.

Mark was on holiday in Yunnan, China when he started experiencing difficulties breathing and was sent to hospital. After a few days of treatment, his travel agent called us for assistance to get him home. AIG Travel quickly spoke to his treating doctor to get more information on his condition. We learned that he was suffering from high altitude sickness and had a lung infection. After obtaining his medical report, we approved his medical expenses. We also kept his sister and his travel agent back in Hong Kong updated on his condition and repatriation plans. Mark wished to go home after a few days in admission even though he had not recovered enough for air travel so we reviewed his condition with his doctor and determined that he was well enough for ground travel. After that, we arranged to get him home via high speed train accompanied by a medical escort throughout his journey. When he safely arrived back to Hong Kong, he was directly admitted to hospital for continued treatment.

17 tourists were on a group trip to Jiangxi when the bus crashed and rolled over when the driver mishandled a turn. Two of the passengers were thrown out of the bus and another two were badly squashed by the seats. The others, including the tour guide and the bus driver, sustained multiple cuts and wounds. Carol, a member of staff from the travel agency, called us as soon as she got word of the accident. AIG Travel quickly got in touch with the tour guide on the bus, and he was able to provide information about the accident and rescue work that was being carried out at the time of the call. When we followed up with the guide later, we learned that all of the passengers had been admitted into the hospital. We despatched a two-person crisis response team to Wuyuan early the next day to assess the situation and work with the treating doctor. When the patients were well enough to be discharged, we arranged for their return via commercial airline and high-speed train. Medical escort was also arranged for patients when it was required.