Mt Agung has wrecked my travel plans to Bali. What can I do?

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So mother nature has decided to strike and leave your holiday plans in tatters by spewing out an ash cloud from Mt Agung, Bali.  Here is a quick guide to where you stand and what you can do if you’ve been impacted.

What if my flight is affected?

If you’re planning on travelling to northern Australia (Kununurra, Darwin, Alice Springs, Cairns, Townsville, or Brisbane), Southeast Asia, or anywhere else in the world via Asia and the Middle East (in other words with stopovers or connections in places such as Singapore, Hong Kong, Japan or Dubai) you should check with your airline.

  • Qantas Airways on 13 13 13
  • Virgin Australia on 13 67 89
  • Jetstar Australia on 13 15 38
  • SilkAir on 13 10 11
  • Air North on 1800 627 474

Can I change my flights?

Before you cancel flights and/or book new tickets it is important you speak to your airline, and check with them what arrangements they can make.

Qantas, Jetstar and Virgin have already announced they will assist passengers to reschedule their flights without imposing additional fees. Other airlines will most likely follow suit.

What does my TID policy cover?

Again it’s important to read the policy wording and the product disclosure statement to make sure you understand your entitlements and obligations.

Delay: Where your scheduled pre-paid transport is delayed, cancelled or rescheduled we will pay for: additional accommodation, meals and transfers after the first 6 hours of the delay; reimbursement of pre-paid accommodation, transfers, tours, events and attractions you miss out on because you can’t reach your destination on time. No excess applies but there’s a limit of $2000 for singles and $4000 for families.

Cancellation: Financial loss due to unforeseen cancellation of pre-paid travel and accommodation arrangements. Includes tuition/course fees not refunded as well as travel agency cancellation fees charged. There’s no limit to this cover.

For full information on what’s covered you should check the PDS.


Am I covered?

For policies purchased up to 8:05pm (AEDT) on Tuesday 21 November 2017, cover is available where you have no option but to change your travel plans because your service provider cancels or restricts services as a result of any volcanic activity. Where your trip has not yet begun, cover is available for the lesser of rearrangement or cancellation costs.

Where travel has begun and you have no option but to change your travel plans, your policy covers the following benefits when they are listed under the plan you have purchased: medical expenses overseas; travel delay; cancellation costs or additional travel and/or accommodation expenses resulting directly from a provider cancelling or restricting your scheduled public transport services.

For policies purchased after 8:05pm (AEDT) on Tuesday 21 November 2017cover is not available for claims arising from any volcanic activity, including any new ash cloud events, as such events are no longer unforeseen.

This restriction of cover also applies to any travel plans made or changed after 8:05pm (AEDT) on Tuesday 21 November 2017 where you are impacted by the volcanic activity.

We are monitoring the situation and will advise when this position changes. Refer to your providers following service interruptions; they can best assist with making alternative arrangements.

A word of warning

If you are stuck somewhere because of a cancellation or delay, don’t use it as an excuse to “upgrade” yourself and think TID will pick up the bill no matter what. So, don’t buy business class tickets because they were the only ones available, or check yourself into a six star hotel for the night (and empty the mini-bar). As a general rule you can’t “profit” from an insurance claim – we’ll try our best to make things “square” but it’s not an excuse to splurge at someone else’s expense.

Any Questions?
Please contact TID Customer Service on 1300 843 843 or +61 2 8263 0483 or via our website at

Claims Information
In the event of a claim covered by your policy, you must do everything you can to minimise and reduce the cost of the claim and provide all supporting documentation of the event and expenses incurred. To lodge a claim, complete the TID claim form available from TID Customer Service or the TID website at



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