Lost your passport abroad – what should you do?

The loss of a passport or an identity card abroad can quickly turn a dream vacation into a grueling trip to the authorities. This is what Lea B. from Winterthur had to learn: During a trip from Switzerland to Lisbon, Marrakesh and back, the student’s Swiss passport was stolen. But despite the unexpected hurdle, she didn’t let it spoil her vacation.

Morning sun, the sea breeze, and the scent of orange blossoms – this is how Lea imagined her vacation in Portugal. She enjoys the last bite of her Pastel de Nata and orders the bill. But when she reaches for her bag, her heart skips a beat: “I had put my bag on the floor next to me, and when I wanted to pick it up to pay, it was gone with my wallet and my passport. Fortunately, I was able to pay the bill at the café with Apple Pay and block my credit cards in the e-banking app, but how am I supposed to fly to Marrakesh the next day without an ID?”

Step 1: Report the case to the police

Lea knows: She must not waste any time now – and is hurrying to the nearest police station. Because without a loss report, no replacement passport. And no onward flight to Morocco without a replacement passport. In other words: Bye-bye vacation! The police station is full of people, everyone is talking to each other, Lea hardly understands a word. “With my broken Portuguese, hands and feet, and Google Translate, I tried to explain what had happened. Finally, I was able to leave the police station with a loss report in my hands.”

Can I return to Switzerland from abroad without a passport?

As a Swiss citizen, you have the right to enter Switzerland. However, you must be able to prove your Swiss nationality at the border or provide credible evidence of it. A photocopy of your passport, ID card, or other document confirming your nationality, such as your driver’s license, is suitable for this purpose.

But caution is advised: You can only fly back to Switzerland from outside Europe with a valid travel document. With a photocopy, you will not usually get through the passport control at the airport. Within the EU and the Schengen area, an identity card is sufficient, and the airlines can decide for themselves whether or not they want to carry out a check.

Step 2: Visit the Swiss embassy or consulate

The first step has been taken with the loss report, but the emergency passport is still needed. Lea pulls out her phone and looks for the next message. A glimmer of hope – until she sees the opening hours: “That’s when I got cold: The embassy is closed on Friday afternoon. And on weekends anyway. What should I do now?”

Can I apply for an emergency passport at the airport?

No, in most cases not. An emergency passport must be applied for at the embassy or consulate. A few major international airports – such as Zurich or Munich – offer emergency solutions in collaboration with consulates or the police. However, these are not valid for entry into every country, and airlines can also refuse to take passengers with a provisional passport.

Who helps if you have lost your passport?

• Police: The police are the first point of contact and record the loss report.
• Embassy/consulate: Issues the replacement documents.
• Travel insurance: Usually covers the additional costs for rebooking or replacement documents.

Step 3: Travel insurance saves the onward journey

Lea takes a deep breath and decides to return to the hotel. As she walks through the streets, the saving thought comes to her: Travel insurance from AXA! It is there for such emergencies!

When she arrives at the hotel, she calls the AXA hotline immediately and describes her situation: She is traveling for a total of three weeks. She spent the first week in Lisbon, from where she wanted to fly to Marrakesh on Saturday morning. She wanted to spend the remaining two weeks there before flying back to Switzerland. But on Friday, she lost her Swiss passport and is not allowed to travel without a valid travel document. Instead of flying to Marrakesh, she now has to spend the weekend in Lisbon.

The procedure:

• Notice of claim: Lea cannot continue traveling without a passport, so the first thing she must do is officially report the loss of her ID to AXA. She can do this directly over the phone and submit the documents quickly and easily via the AXA Neo app.
• Coverage check: AXA immediately checks whether the case is covered by her insurance. Directly over the phone, she receives an initial assessment of the coverage: Lea has taken out the Personal Assistance module – the costs will be covered. She then receives comprehensive advice on the next steps. After all, Lea will rebook the flight herself.
• AXA covers the costs: Personal assistance insurance covers the costs of the new hotel in Lisbon and, if the flight cannot be rebooked, the costs of the new flight.

Step 4: Apply for an emergency passport

On Monday morning, Lea stands in front of the Swiss embassy at 8:50 a.m. – the doors open at 9 a.m. First, her identity must be verified. Fortunately, Lea has saved a copy of her Swiss passport on her cell phone, which speeds up the process considerably. The officials verify her details and confirm her identity. She then submits the official application for the emergency passport. The official explains that, in urgent cases, the document can be issued on the same day. What luck! ”When I finally had the replacement document, it was pure relief. The Medina, the spice souk, the Jardin Majorelle – and the delicious mint tea. Now I was allowed to experience Marrakesh in all its splendor!”