In response to the Mount Agung volcanic erruption in Bali, Traveller Assist was activated on November 27th, 2017 by a travel insurance client in Australia to evacuate 113 tourists. The insurer had managed to make contact with 81 of the travellers, but that still left 32 unaccounted for.
By coincidence, a Traveller Assist, Case Manager happened to be on holiday in Bali, and had called our operations centre to offer her services. We quickly directed her to set up at Ngurah Rai International Airport in Denpasar, with a list of 'lost' travellers to look for.
Our travel coordinators booked flights for 74 of the 81 travellers who the insurer had located. The remaining seven travellers had chosen to stay. In addition, our Case Manager had managed to locate nine more travellers, who all agreed to cut their holidays short, and fly home to Australia.
We still had to locate 23-travellers. In addition to our Case Manager being set up at the airport with signs for travel insurance assistance, emails were sent, and for those who had provided their phone number, calls were made, and voicemails, texts and whatsapp messages were sent. Our team also made calls to hotels, and left messages with the airlines.
As a result, all but one traveller was located, and we safely evacuated 96-travellers out of Bali; six of who were on the last flight before all flights in and out of the airport were cancelled due to volcanic ash. The remaining traveller who we did not locate contacted his insurer one-week later to let them know he was safe.
While on the ground, our Case Manager liaised with numerous airlines, the Foreign & Commonwealth Office, and representatives from Australia and New Zealand.