Case Study: How On Call Supported a Medical Emergency Abroad and a Seamless Return Home

Overview
While most travelers hope they’ll never need emergency medical assistance, unexpected situations can arise without warning. This case study highlights how On Call International supported a couple facing a serious medical emergency overseas — with rapid response, real-time coordination, and a safe return home during one of the busiest travel weekends of the year.

The Situation
In August, Eric and his wife, Cindy, were nearing the end of a trip abroad when Cindy was hospitalized with a bowel obstruction –  a serious medical condition that required immediate care and raised complex questions around travel readiness and medical repatriation.

Knowing they had On Call’s assistance services in place, Eric reached out — and our team immediately sprung into action.

Our Response
Once contacted, our assistance team moved quickly to assess the medical situation and coordinate a return plan that prioritized safety, timing, and clarity. We facilitated direct communication between Eric and our medical team, helping to align expectations around Cindy’s care and travel-readiness.

Simultaneously, our operations team began working to secure commercial flight options that would accommodate both travelers — not a simple task during a holiday weekend with full flights and limited availability. But our team doesn’t default to “wait for the next flight” solutions — instead, we actively seek the best options available, under pressure.

In Their Words: A Firsthand Testimonial

“My wife and I arrived home late yesterday afternoon after quite a travel saga which was made to be a positive lifetime memory. I never in a million years thought I would need the services of On Call International but always knew in the back of my mind it was there for us in an emergency.

And we certainly found that to be the case last week when my wife, Cindy, was hospitalized with a bowel obstruction at the end of our trip this past August.

Your team was involved immediately and completely in working with me on a plan to get us returned to the US expeditiously. I was even able to speak to the medical team which helped set the stage for how and when we could get Cindy back to the US safely. Our assistance coordinator was just extraordinary in assisting me in remaining calm and focused. He was understanding yet clear in his communication with me from the outset on exactly what was needed and in what order to make the trip home work. He was exceptionally compassionate and genuine, which speaks not only to his character and professionalism but the kind of person you have onboard representing On Call.

Cindy and I were amazed at how it all came together, especially on a holiday weekend when so many flights were full. And the fact that you were able to find us two seats together on our flight was a thing of beauty. It would have been easy to tell us we’d have to wait until there was another flight available, but instead, your team managed to find us seats on the earliest flight so that we could get home quickly.

Thanks for your help, support and for being so quick to respond and react. On Call International is truly a lifesaver.

– Eric and Cindy L.

Final Thoughts:

• • Speed and clarity are everything in the early hours of a medical incident abroad.

  • Direct access to clinical support reassures travelers and helps set realistic expectations.

  • High-pressure coordination — especially during peak travel periods — requires a provider willing to go beyond standard options.

  • Compassion matters. Travelers remember how they were treated just as much as the logistics.

This case is a reminder that even the most well-planned trips can take an unexpected turn. Having an experienced partner like On Call ensures your travelers aren’t navigating emergencies alone — and that the path home is safe, fast, and handled with compassionate care.

If you’d like to learn more about how On Call supports travelers in moments that matter most, get in touch with us here.

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 30 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.