International SOS (ISOS)

STEP 1: Create or update your MyTrips profile

Your MyTrips profile should be updated to include:

• Name as per passport
• Contact details used when travelling (phone and email) of traveller (not Travel Booker)
• UQ staff or student ID
• Faculty, School / Division information

Click here for MyTrips user guide

STEP 2: Upload your travel itinerary

FCM Travel Solutions bookings

• Travel information from FCM Travel Solutions will auto-sync to International SOS

All other bookings

• Traveller will need to upload itinerary to MyTrips either:
  • manually by logging into your MyTrips profile or
  • forwarding your itinerary to UQTravel@itinerary.internationalsos.com 

Travellers should always ensure all details in MyTrips are up to date and correct.

Click here for MyTrips user guide.

If you are uploading an itinerary on behalf of a traveller or a group please contact the UQ Travel team for information on how to do this.

STEP 3: Download the International SOS mobile app

The International SOS mobile app delivers essential information to the palm of your hand. If the unexpected happens you will be one tap away from assistance. 

STEP 4: Register for Travel Alerts and advice

We recommend travellers review travel advice for overseas destinations, prior to booking travel and whilst travelling. 

Travellers are encouraged to register for alerts through International SOS.

When an itinerary is registered with ISOS, travellers will automatically receive Pre-Trip Advisory emails from ISOS for the country/ies you are visiting. The advisories include important health and safety information. Travellers will also be registered for email alerts specific to the destination/s.

STEP 5: Review and Complete Online Training Modules

We recommend travellers review the ISOS Digital Learning Portfolio and complete any relevant training modules, prior to travel. 

New users to the Digital Learning Portfolio will be requred to register using UQ email address. 

STEP 6: International SOS emergency contact details

International SOS contact information and membership number click here.

STEP 1: Always call International SOS at the first sign you need assistance

International SOS contact information and membership number is available in the UQ ISOS Portal.

Travel Insurance

International SOS will liaise with the University’s insurer, where necessary, to deal with emergency situations on the traveller's behalf. Please refer to UQ Insurance Services for more information on UQ Travel Insurance cover including details of the benefits, terms and conditions.

STEP 2: Update contact details in MyTrips

Your MyTrips profile should be updated whilst travelling to include:

• Traveller contact details used when travelling (phone and email)
• Other emergency contacts 

Click here for MyTrips user guide.

STEP 3: Update itinerary details in MyTrips

Any changes made to your travel itinerary will need to also be updated in MyTrips. 

FCM Travel Solutions bookings

• Travel information from FCM Travel Solutions will auto-sync to International SOS

All other bookings

• Traveller will need to upload itinerary to MyTrips either:
  • manually by logging into your MyTrips profile or
  • forwarding your itinerary to UQTravel@itinerary.internationalsos.com

Click here for MyTrips user guide.

Q. Who is International SOS (ISOS)?

International SOS is the world’s leading medical & security services company. Global services include medical and security risk planning, in-country expertise and emergency response for travellers.

The service includes a comprehensive, members-only website (internationalsos.com) and 27 Assistance Centres around the world. International SOS will assist UQ travellers by providing access to healthcare and security assistance in times of need. 

Q. When do I call International SOS?

You can call with a simple medical, security or travel related question or in an emergency. As a UQ approved traveller you receive 24-hour expert advice and assistance – whether you need vaccinations before travelling; medical advice while abroad; or immediate care in a medical emergency. International SOS assistance services are designed to help you with any medical, personal, travel or legal problems when you are outside your home country.

Q. Is International SOS an insurance company?

No, they are a 24-hour assistance company. Simplified, insurance takes care of the bills and International SOS help to keep our travellers safe, healthy and secure around the world, by helping you thoroughly prepare before travel. International SOS also provide expert advice, referral assistance, medical monitoring, activating ambulances, alerting the emergency staff if required, arranging hotel/home visits, arranging bedside nursing, supported by in-house doctors, nurses and security professionals.

Q. How does International SOS work with UQ's travel insurance policy?

International SOS will liaise with the University’s insurer, where necessary, to deal with emergency situations on the traveller's behalf. Please refer to UQ Insurance Services for more information on UQ Travel Insurance cover including details of the benefits, terms and conditions.

Q. Do I pay to use International SOS?

UQ approved travellers have access to International SOS services at no charge.

Q. Will International SOS cover my medical bills?

Many countries around the world have medical systems that require upfront payment before treatment, even in an emergency. International SOS will guarantee and pay up-front costs associated with your medical care to ensure you receive immediate treatment, liasing with the UQ Insurance team where required.

Q. Do I need to activate my membership?

No, your membership is already active. However, you are required to ensure your MyTrips profile is updated with contact information and trip details. Download the Assistance App on your mobile phone and carry the International SOS card in your wallet at all times while travelling. Whenever you need assistance, the mobile app will direct you to the nearest Assistance Centre.

Q. What information do I need to provide International SOS when calling?

To ensure a prompt response when calling, you should be prepared to provide the following:

1. You will be asked for basic contact information so International SOS can call you back if you get cut-off or are on international roaming;
2. You will need to provide a brief description of your issue or concern so you can be put through to the appropriate medical or security consultant;
3. You may be asked personal questions, the information you provide is bound by privacy laws, please speak frankly with your consultant so you can receive the best possible care and advice;
4. Provide your membership number (this can be found on the membership card or on the mobile app) – it’s ok if you don’t have this, International SOS will still assist you.

Q. Does International SOS provide any pre-travel information?

Yes, in addition to calling the Assistance Centre for any pre-trip questions you may have, you can access the country guides by login via the ISOS Portal or by browsing the International SOS Assistance App. You can access this comprehensive and up-to-date site providing essential information including the following:

• Vaccination requirements
• Passport and visa requirements
• Quality of health care
• Advice on prevalent diseases
• Personal and driving safety information
• Hygiene: quality of food and water
• Culture and customs
• Currency
• Weather and what clothes to take
• Compatibility of electrical items
• Personal safety advice