My dad is ill and there is a problem with repatriation

Q My parents have left a cruise in Malaysia after my father became ill with pneumonia. They have contacted the travel insurance company who have acknowledged they will pay for treatment and arrange repatriation. But they seem to be dragging their feet alarmingly, with multiple problems involving bureaucratic errors and issues about translating medical documents.

I have spent many hours on the phone hanging on to their so-called emergency service. Furthermore, they say that my father’s condition does not merit business-class travel back to the UK. My parents have said they will pay the difference from economy but it seems to be another complicating factor. What can I/they do to speed things up?

Name and address supplied

A Repatriation after a medical emergency is a most unfortunate situation for anyone but it should be routine for emergency assistance firms. However, this appears to be a shambles, and I suggest you do what you can from the UK end to focus the attention of the insurer and the assistance provider they use. If you have not already done so, the travel agent with whom they booked the trip should be fully involved and be fighting for your father’s interests – especially if they sold the travel insurance policy.

If, on the other hand, your parents bought the travel insurance from a well-known provider such as a leading store or bank, the company whose name is on the policy will be interested to know how well – or badly – policyholders are being looked after. In addition, I recommend that you tell the emergency assistance service that your parents are unhappy about the way the case has been handled, and intend to raise the matter with the Financial Ombudsman Service.

Should none of this have much effect, then raise the case with the Foreign Office in London or the British embassy in Kuala Lumpur, which is required to represent the interests of British travellers abroad. Finally, in terms of business class, if your parents are prepared to pay the extra cost it is simply a matter of upgrading at the airport; trying to pay a part-share of flights in advance looks to me as though it would simply add yet more complication.

Every day our travel correspondent Simon Calder tackles a reader’s question. Just email yours to s@hols.tv or tweet @simoncalder