Flights Cancelled Both Ways in Australia: A Full THB 75,000 MSIG Travel Insurance Payout

Ms. Rattanaporn Saelee, Chief Operating Officer of Total IT Solution Co., Ltd. (TIS), together with a travel party of three, planned a trip to Australia and purchased MSIG travel insurance through Benjamin at a premium of just THB 1,245 per person for peace of mind, not anticipating that both the outbound and return legs would be disrupted.

The trip was disrupted twice. On the outbound leg (29 May 2026, flight JQ30 Bangkok–Melbourne), Jetstar cancelled the flight due to an aircraft technical fault, provided one night's hotel and advised that a replacement flight would take about three days, or passengers could opt for a refund. On the return leg (7 June 2026, flight JQ29 Melbourne–Bangkok), the flight was postponed repeatedly, from a delay of just over four hours to over five hours, before being cancelled with another night's hotel, adding up to roughly 21 hours of disruption before actual departure.

The difficulty was determining which coverage clause each event fell under (a delay exceeding six hours pays THB 5,000, up to a maximum of THB 25,000), assembling complete documentation from both overseas and Thailand, and processing both legs for all three travelers at once.

Benjamin tracked the situation closely from the moment it happened, calling to check in and advising the travelers in real time. We explained their rights and benefits under the MSIG policy, listed every document they needed to keep (cancellation and delay notices, boarding passes, and the airline's written communications), matched each event to the correct delay and cancellation coverage clause, then prepared and filed the claims with MSIG for both legs and all three travelers through to completion.

MSIG approved the full maximum indemnity of THB 25,000 per traveler for all three travelers, totaling THB 75,000, transferred on 3 July 2026. That is a payout of roughly 20 times the premium (a combined premium of only THB 3,735 for three people). The client was impressed enough to issue a formal letter of certification and thanks, and to recommend Benjamin to fellow BNI members and anyone seeking a trusted insurance advisor.

Travel insurance costs only a few thousand baht, but its real value shows when something goes wrong, and the gap between "full payout" and "no claim" usually comes down to having an advisor who understands the policy conditions, tracks the incident from the start, and helps assemble complete, correct documentation, especially for flight delay and cancellation claims, which hinge on matching each event to the right coverage clause with solid evidence.