From medical and security emergencies to more common concerns like a delayed flight or missing passport–here at On Call, every phone call (or live chat, text, or email!) we receive is an opportunity to help someone get prepared for travel or solve a problem while they’re away.
Read our latest global emergency assistance snapshot for an inside look at how On Call’s Global Response Center Teams work diligently around the clock, every day, to fulfill our mission of helping travelers in their time of need.
DAY TO DAY ASSISTANCE
Telehealth Support in Thailand
A traveler visiting Thailand was experiencing headaches and muscle tension. Needing medical support, the traveler called On Call to arrange a doctor’s appointment.
After consulting directly with the traveler, On Call determined urgent medical care was not necessary and instead, coordinated a telehealth appointment. The doctor was able to assess the traveler’s symptoms virtually and prescribe medication to help ease her symptoms. On Call also directed the traveler to a local pharmacy where they were able to get her prescription filled.
Lost Luggage Assistance in Italy
A family on holiday in Italy contacted On Call for assistance with lost luggage. On Call encouraged the traveler and his family to check into their hotel and relax, while the Global Response Center worked behind the scenes with their airline to track the missing luggage. Once the luggage was found, On Call arranged for it to arrive right at the family’s hotel. The family was relieved that they were able to relax after a long flight, instead of spending hours on the phone with the airline.
Mental Health Counseling Referral in South Korea
A student in South Korea required grief counseling after an unexpected family tragedy. Unsure where or how to find counseling services, the traveler confided in her advisor who put her in touch with On Call. After consulting with the student, On Call provided her with a trusted list of specialized mental health resources in her area, scheduled the appointment and coordinated her transportation to the appointment. On Call remained in contact with the student and was happy to learn that she remained in South Korea to finish her studies.
MEDICAL ASSISTANCE
Rescue Nurse & RV Return in the U.S.
While summer road tripping across the U.S., a traveler suffered from a bad fall. The traveler’s family helped her to a local hospital where they learned she fractured her hip and would not be able to safely return home in the RV they arrived in.
After the traveler’s treating doctor consulted with On Call’s Medial Team, the traveler underwent surgery for her fractured hip. After she recovered and was discharged from the hospital, On Call arranged onward flights home for the traveler under the care of an On Call Rescue Nurse. The On Call Team also arranged flights home for the entire family and coordinated for their RV to be returned directly to their home.
Air Ambulance From the DRC
A young missionary who was hospitalized in the Democratic Republic of Congo with a brain bleed needed an urgent medical evacuation to Nairobi, Kenya. On Call consulted with the missionary’s treating physician and immediately began organizing an air ambulance. During coordination, it became evident that the missionary was a DRC national and did not have a passport. The country had run out of passport booklets for civilians and was only printing passports for those with special circumstances. On Call pursued an emergency exception and worked with the diplomatic agencies to obtain the necessary travel documentation for the urgent evacuation. This included sending an agent from the passport office to the hospital to fingerprint the missionary. Through these efforts, the missionary’s passport was successfully issued a few days later, and he was safely transferred to Kenya for further medical care.
Medical Assistance in China
A family was traveling in Shangri-La, China with a tour group. One of the travelers suddenly had difficulty breathing and was rushed to a nearby hospital. The traveler was diagnosed with altitude sickness and was transferred to a hospital at a lower elevation to receive supplemental oxygen. On Call remained in direct contact with the patient, and his treating doctors, to help ensure he received the care he needed. After the traveler was discharged from the hospital, On Call arranged for him to return to his home country under the close care and supervision of a nurse escort.
SECURITY ASSISTANCE & CONSULTING
Emergency Response Planning
An NGO with a group anticipating travels to Porto Alegre, Brazil contacted the On Call Security Team (OST) for a consultation after the region was devastated by severe flooding. The OST liaised with the group to discuss the current risks of operating in the region, and also advised on the best places to set up base camp, alternative routes for accessing the base camp; as well as emergency response planning, protocols, and communications options. The OST also conferred with On Call’s Medical Team to provide recommendations on the medical facilities in the area, should the travelers need to seek emergency medical attention.
Security Evacuation Consulting
Two organizations with travelers anticipating trips to the Tigray region in Ethiopia and to Iraqi Kurdistan reached out to On Call regarding security evacuation capabilities in these respective regions. The Security Team informed the clients of On Call’s on-the-ground emergency resources in these areas in the event a security incident were to arise. For additional precaution, On Call advised the clients of other important details to line up beforehand such as assistance coverage details, authorized emergency contacts, and other critical traveler preparation resources and advice. Should an evacuation become necessary, both organizations had this information readily available to significantly streamline the process.
About On Call International:
When traveling, every problem is unique–a medical crisis, a political threat, even a common accident such as a missed flight. But every solution starts with customized care that ensures travelers are safe and protected. That’s why for over 25 years, On Call International has provided fully-customized travel risk management and emergency assistance services protecting millions of travelers, their families, and their organizations. Visit www.oncallinternational.com and follow us on LinkedIn to learn more.
