Call our specialised repatriation team at any time, day or night, and speak directly with a real person — never a voicemail. Your first call is a calm conversation: we listen to what has happened, explain how repatriation works from the country involved, and answer your immediate questions.

From this moment a dedicated AMAR coordinator is assigned to your case and becomes your single point of contact for everything that follows.

What you need to do: Tell us where your loved one passed away and how we can reach you. No paperwork or insurance details are needed at this stage.

Within hours you receive a detailed written quotation covering every cost — overseas services, preparation, coffin, airfreight, customs clearance and transport within Australia. There are no hidden fees.

If the death is covered by travel insurance, we can work with the insurer and bill them directly, so the family is not left out of pocket while claims are processed.

What you need to do: Review the quotation and, if applicable, share your travel insurance or policy details with us.

We ask the next of kin for a brief written authorisation so we can act on the family’s behalf. We then gather every document the countries and airlines require — typically the death certificate, a consular mortuary certificate, an embalming certificate, and export and import permits.

Requirements differ from country to country. You don’t need to know the list; we manage it and tell you if anything is needed from you.

What you need to do: Sign the authorisation and provide a copy of your loved one’s passport and your own ID when asked.

Our overseas partners take your loved one into professional care and liaise with the local police, hospital, mortuary, embassy and consulate. We work in English and in the local language, so nothing is lost in translation.

If local law requires a post-mortem or an investigation, we manage that process and keep you updated on any effect it has on timing.

What you need to do: Nothing. Your coordinator keeps you informed as each authority signs off.

Your loved one is prepared to international aviation standards, which usually means embalming, dressing, and placement in a hermetically sealed coffin suitable for air transport.

Religious and cultural requirements are respected wherever local regulations allow — for example Islamic ghusl, expedited preparation without embalming, or particular clothing and rites. A viewing overseas can be arranged on request.

What you need to do: Let us know any religious, cultural or personal wishes, including clothing or items to accompany your loved one.

We book the most direct and respectful routing home with our airline partners. Your loved one travels as airfreight under a known-shipper arrangement, accompanied by the full documentation pack.

Once the flight is confirmed you receive the flight details and an estimated arrival time. You can follow the journey on our flight tracker.

What you need to do: Nothing, unless a family member wishes to travel on the same flight — tell us and we’ll help coordinate.

AMAR meets the flight on arrival and completes Australian customs, biosecurity and quarantine clearance. This is a step where delays often occur for handlers who don’t do it regularly; it is routine for our team.

We can receive your loved one into any Australian capital city or regional location.

What you need to do: Nothing. We confirm with you as soon as clearance is complete.