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Complex cases

When the case isn't straightforward, that's where we come in.

Repatriation rarely follows a perfect plan. Limited availability, airline requirements, mobility needs, escorts, difficult routes and changing circumstances can quickly turn a simple journey into a complex operation.

Our team works through each element and looks for a practical solution.

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11 min

Average first response

<60 min

Target response window

We aim to respond to active partner cases within 60 minutes. These are operational targets, not guarantees.

What makes a case complex?

Complexity can come from anywhere in the journey.

Most of the cases we handle involve several of these factors at the same time, and each one affects what the rest of the journey can look like.

  • 01

    Short notice

    The traveller needs to move quickly and options are limited.

  • 02

    Difficult routing

    Direct services may not operate or suitable flights may be unavailable.

  • 03

    Airline requirements

    Additional airline approval or documentation may be required.

  • 04

    Mobility

    Wheelchair, airport assistance or boarding support may need coordination.

  • 05

    Medical escort

    The passenger is travelling with an appropriately qualified escort.

  • 06

    Stretcher

    Commercial airline stretcher arrangements may require additional operational planning.

  • 07

    Ground transport

    Specialist or coordinated transfers may be required.

  • 08

    Companions

    Family members, carers or escorts may also need travel arrangements.

  • 09

    Accommodation

    The journey may require an overnight stay.

  • 10

    Disruption

    Flights, availability or circumstances may change during the case.

  • 11

    Multiple suppliers

    Several providers may need to work together.

  • 12

    Difficult destinations

    Limited services may require alternative airports or routing.

The whole-journey view

We don't look at the flight in isolation.

A constraint at any single point changes what is possible everywhere else. We assess the journey end to end before proposing a solution.

  1. 01Start

    Traveller location

    Remote pickup point
  2. 02Stage

    Ground transportation

    Specialist vehicle
  3. 03Stage

    Departure airport

    Alternative airport
  4. 04Stage

    Special assistance

    Wheelchair request
  5. 05Stage

    Flight sector 1

    Limited availability
  6. 06Stage

    Connection

    Short connectionOvernight stay
  7. 07Stage

    Flight sector 2

    Escort travel
  8. 08Stage

    Arrival assistance

    Assistance reconfirmation
  9. 09Stage

    Ground transportation

    Coordinated transfer
  10. 10Destination

    Final destination

    Handover to client

A problem at one point affects the whole journey — which is why we plan the whole journey.

How we approach difficult cases

Break down the problem.
Build the journey.

A consistent sequence keeps complex work calm and predictable for the organisations we support.

  1. 01

    Understand

    We review the traveller's location, destination, timing and specific requirements.

  2. 02

    Identify constraints

    We establish the elements that may affect the journey.

  3. 03

    Investigate

    We look at viable routes, services and associated arrangements.

  4. 04

    Build the solution

    We combine the suitable components into one proposed journey.

  5. 05

    Coordinate

    We work with relevant providers and keep the client updated.

  6. 06

    Adapt

    If something changes, we reassess the available options.

Example complexities

Illustrative scenarios, not case studies.

The following scenarios are fictional format examples used to show how a complex requirement is assessed. They do not describe real cases and make no claim about outcomes.

Scenario example

Scenario A

Passenger located several hours from the nearest suitable international airport.

Requirements
Ground transportConnecting flightMobility assistanceCompanion passenger
Challenge
No suitable direct flight.
Potential approach
Investigate alternative airports and multi-sector travel.
Scenario example

Scenario B

Urgent request with specialist airport assistance.

Requirements
Short-notice departureAirport assistanceBoarding supportGround transfer
Challenge
Limited departures and assistance capacity at short notice.
Potential approach
Check assistance availability against each viable departure before proposing an itinerary.
Scenario example

Scenario C

Commercial stretcher request involving airline approval and ground coordination.

Requirements
Stretcher arrangementAirline approval processEscort travelAmbulance-linked transfer
Challenge
Additional airline processes affect which routings remain realistic.
Potential approach
Establish airline requirements first, then build ground and escort timings around the confirmed sector.

Every case is assessed individually. Availability, airline requirements and local conditions determine what is achievable.

Case studies

See how we've approached real cases.

Anonymised case records maintained by our operations team.

View Case Studies
Case IT24-0207

Multi-Component Repatriation

BOOKED

HKT

Phuket

ARN

Stockholm

Flight, nurse travel, accommodation and transfers — coordinated as one journey.

Challenge
The passenger required a business-class itinerary while the client's nurse needed to travel immediately adjacent. Accommodation was also required before discharge and ground transportation had to align with the confirmed flight schedule.
First response
8 minutes
Options provided
36 min
Arrangements coordinated
Patient flightNurse flightAdjacent seatingTwo hotel rooms
Outcome
The preferred itinerary was approved and all travel components were booked under one case reference.
View Case
Case IT24-0212

Long-Haul Repatriation

BOOKED

JFK

New York

EDI

Edinburgh

Long-haul travel with nurse seating and an overnight stay.

Challenge
The journey required a flexible business-class booking, an adjacent seat for the client's nurse and accommodation aligned with the planned departure.
First response
11 minutes
Options provided
42 min
Arrangements coordinated
Flexible patient flightNurse travelAdjacent seatingHotel
Outcome
A suitable itinerary was selected and booked with the supporting travel arrangements linked to the same case.
View Case
Case IT24-0186

Long-Haul Complex Routing

BOOKED

BKK

Bangkok

MAN

Manchester

A long-haul journey built around the passenger and travelling nurse.

Challenge
Suitable business-class availability was limited and the client's nurse needed adjacent seating. Hotel and transfer arrangements also had to align with the agreed departure.
First response
9 minutes
Options provided
47 min
Arrangements coordinated
Business-class patient flightNurse flightAdjacent seatingHotel
Outcome
The chosen routing and supporting arrangements were confirmed and booked.
View Case

Rapid response

Complex doesn't mean your request should sit unanswered.

Our target is to respond to new enquiries within 60 minutes. Complex requirements are acknowledged and assessed immediately rather than queued.

Operations cover 24/7
11 MIN

Average first response

Approximate operational average. We aim to respond to active partner cases within 60 minutes; this is a target rather than a guarantee.

  1. 01

    Case received

  2. 02

    Requirements reviewed

  3. 03

    Constraints identified

  4. 04

    Options investigated

  5. 05

    Client updated

When to contact us

Once we have a commercial relationship in place, cases can be sent directly to our operations team by email, with telephone support available for urgent requirements.

Send the information available — origin, destination, timeframe and traveller requirements — and our team will assess the travel requirements and come back with practical options.

Become a Partner Contact Operations

Operations contact

0116 296 44 50 ops@itravel24.co.uk

Operational cover 24 hours a day, 365 days a year

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