FAQ

What is travel assistance?

Travel assistance is a set of services that offer immediate attention due to unforeseen events, whether they are health related or any other incident that may affect your trip. Through our assistance center we put at your disposal the widest network of professionals in different areas, in your own language, 24 hours a day, 365 days a year.

Why should you buy a TW Travel Assistance Service?

TERRAWIND is the best protection alternative against any inconvenience that may occur on your trip; our unique assistance services are tailored to the needs of each traveler, we have different products and can protect you from a simple headache to the most complex surgery, loss of luggage, emergency dentistry, pet hotel, and many benefits that complement our wide range of services, with state-of-the-art technology we guarantee agility in care and the highest quality standard. Without any doubt TW is always with you!

Why to buy a travel assistance service instead of a travel health insurance?

The basic difference between a travel assistance service and a travel health insurance lies in the way coverage is provided. Travel assistance always works in real time when the emergency arises, while Travel health insurance acts after the emergency occurs. Travel assistance works without any deductible, unlike medical insurance that applies deductibles.
There is no doubt the differences are clear and decisive when you are traveling, because when buying an assistance card you will not have to worry about bills to pay or coordinate services, since our assistance service is oriented towards the well-being of the person, beyond of the economic consequences.

 

When will my travel assistance service coverage start?

Its validity begins from the moment you start your trip and extends for the total number of days contracted. Please note that the assistance will end the moment you return to your country and/or city of origin.

What should I do if I need assistance?

In the event of any unforeseen event during your trip, be it an accident or illness, legal advice, among others, you should call the emergency numbers that appear on your certificate or voucher. You can also visit www.twglobalprotection.com/asistencia
Remember that at the time of the call you must have your certificate or voucher number available (this usually begins with three letters), address and telephone number of the place where you are.
Before starting your trip, we recommend that you download our TWGO application, https://www.twglobalprotection.com/app_twgo/index_es.php where you can quickly access all your data and be in permanent contact with our assistance center.

If my flight is delayed, does TW Travel Assistance provide me with any compensation?

If the airline delays your flight (for more than 6 hours) for technical reasons, some of our assistance plans cover lodging, communications, food and basic necessities expenses made during the delay. This service will be provided in transit cities that are more than 100 kilometers from your usual place of residence.
Remember, it is important that you report the delay of your flight to our emergency centers before leaving the airport where it occurred. This service will not be provided if you travel with a ticket subject to space availability, or at a destination within the country where it was issued.

If I must cancel my trip, does travel assistance cover cancellation costs?

If you must cancel your trip due to unforeseen circumstances, TW offers plans that cover expenses for cancellation fines. Additionally, you will have the benefit of trip rescheduling and trip interruption.
This service is valid from the date the voucher is issued and expires 24 hours before the start of its validity and must coincide with the start of your trip.
It is essential that you contact our assistance centers at the time of the event that motivates your cancellation. You must consider that the guarantee will not be effective in case of incomplete or deficient travel documentation of the holder or his companion at the time of departure

I am already in the destination country. Can I contract the services from here or extend the days of assistance on my trip?

Assistance must be contracted before the start of your trip. If you need to extend the validity for a longer time, you must request it from your preferred sales advisor at least two (2) days before the expiration of the validity of your voucher.
If you do not have a previous certificate or voucher, you can acquire one with some special conditions.

If my trip is delayed, does travel assistance cover my accommodation?

In case of delay in the means of transportation or inability to travel due to adverse weather conditions, some of our assistance plans cover the extension of the hotel stay, in exchange for a certificate from the airline company reflecting the delay (for more than 6 hours) or cancellation suffered, for a maximum of 5 days.
In order to make the coverage effective, the cardholder must call the assistance telephone numbers (located on the voucher or certificate) before leaving the airport where the delay occurred. This service will not be provided if the cardholder is traveling with a ticket subject to space availability, nor to any destination within the country where the ticket was issued.

If I must be replaced by a colleague in my business trip, will travel assistance take care of his/her trip?

If you are abroad for business and you must be hospitalized for a serious medical emergency that prevents you from continuing with the reason for your trip, TW will take care of the economy class ticket, the person that the company designates as a substitute and the hotel expenses up to a maximum of 5 days. For this guarantee to be effective, you must contact the Assistance Center within the first 24 hours of the event and the substitution has been expressly authorized.
This service does not apply to all plans.

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Support line +1 888-980-9992
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