An elderly traveller whose holiday plans were interrupted when a baggage mix-up left him without essential medication and clothing will receive a further payout from his insurer.

The 84-year-old arrived in Fiji at night before an early-morning connecting flight to one of the outer islands.

But he missed the connecting flight – the only one scheduled that day – because his checked baggage did not arrive on time. Connecting flights on the next two days were fully booked.

The man said he missed out on a four-night resort stay worth $7590 and incurred extra accommodation and travel expenses while waiting to return to Australia.

Accident & Health International Underwriting paid $2500 for the expenses but said its policy excluded forfeitures caused by a “change of plans or disinclination of the insured person or any other person to travel”.

The insurer argued the claimant could have taken steps to continue his journey, such as buying medication or clothes at the airport, consulting the information desk or going without items.

But in a dispute ruling, the Australian Financial Complaints Authority says the insurer’s expectations were “not realistic or reasonable”, especially considering the claimant and his wife’s ages and documented health conditions.  

The claimant could not “reliably plan to travel later” given flights for the following two days were already fully booked.  

“The complainant did not choose to alter his plans or decide not to travel. He was unable to continue his journey because his baggage was missing, he had no access to essential prescription medication, and there was no practical way to obtain replacements before the scheduled connection.

“His inability to travel arose from the disruption, not from any voluntary decision.”  

The insurer was ordered to pay an extra $6986 to the complainant.  

See the ruling here.