Two volunteers in Northeastern Mozambique were caught in violent riots. World Travel Protection had just hours to devise a plan and ensure their safe evacuation.
World Travel Protection received an urgent call from two volunteers in Northeastern Mozambique who required assistance to ensure their safety. The two travellers were working with an international aid organisation that assigns personnel for two-year assignments worldwide.
The area where they were stationed had been impacted by riots following a highly disputed and corrupt election. This region of Mozambique has experienced ISIS infiltration in recent years and is known to be volatile. Their house and car had been set on fire, leaving them without belongings and in imminent danger. When they contacted us, they were hiding in a school, seeking shelter with local nuns and required immediate assistance to ensure their safety.
How World Travel Protection assisted
Upon receiving the call in December 2024, the case was immediately escalated. The Security Team, led by Rodger Cook, the General Manager of Security, worked quickly to assess available resources and coordinate the evacuation.
The volunteers had initially devised their own evacuation plan, which involved travelling by motorcycle at dawn through areas plagued by rioters and burning tyres. They had minimal supplies – just some food and water and no reliable means of communication if something went wrong. Our intelligence team determined these areas were plagued by rioters and burning tyres, and thus, we could not allow this risky plan to proceed.
At 3 a.m. on Christmas morning, Cook was on the phone with one of the volunteers after they had been forced to move locations due to rioters attacking the school they were hiding in. Cook provided a calm voice to the travellers while outlining a safer plan of action.
Cook had worked and lived throughout Southern Africa and had been in this area of Mozambique before, understanding the risks involved. “I am familiar with Mozambique, having been there a number of times when I worked in Zambia. The road they were intending to use is, for the most part, trafficable especially by motorbike and at a slow speed” says Cook. “The risk of a road traffic accident was manageable, but the biggest unknown was the security situation at the villages en route to their destination.”
To support the evacuation, we engaged a trusted partner who has assets in the country, understood the situation on the ground and knew how to respond appropriately to an evolving complex situation. This partner maintained regular contact with our team as well as with the volunteers on the ground, providing crucial updates.
Despite the volunteers having unreliable phones, we successfully located the two men and escorted them to the closest regional centre where they could be safely evacuated home. However, one of the travellers lost his passport in the chaos and could not board the plane without it. Our operations team worked with his home country’s consulate to quickly resolve this complex issue.
Against all odds, we were able to get both volunteers home safely. This case exemplifies the critical role of partnering with a travel risk management company to support the management of complex and high-risk situations. Through swift action, expert coordination, and local partnerships, we ensured the safety and successful evacuation of the two travellers.
The importance of proactive travel risk management
The successful outcome in Mozambique highlights the critical need for proactive travel risk management. Despite spending two years in the country, the escalating situation rendered even well-equipped and experienced expatriates unable to rely on local resources or authorities for support. These volunteers were dependent on a reactive BTA insurance policy, which only pays for protection. Had they been covered from a travel risk management perspective by World Travel Protection, we would have been aware of their presence in the country and the vicinity of the riots, enabling us to act before the situation deteriorated.
Many might assume that volunteers could seek help from their local embassy or consulate. However, there is often a misconception about the extent of support governments can provide in such crises. Typically, the first level of government response during turmoil involves arranging evacuation flights to international airports. A recent example is the Lebanese crisis, where the Australian Government organised flights for its nationals. Yet, even with such efforts, travellers still needed to reach the airport on their own, which can be perilous if the ground situation is unsafe or challenging.
It’s crucial to recognise that while complacency can sometimes be a factor, staying vigilant, being informed about political and social changes, and having a trusted resource for information and support are vital for ensuring traveller safety.
Real-world expertise for navigating real-world challenges
We are fortunate to have a team with extensive expertise in the field and local knowledge. Our case management system allows us to effectively coordinate responses across regions. We also have a network of trusted partners who are willing to step into complex and high-risk areas at short notice to assist those in need.
We support all types of travellers – from expatriates, missionaries, researchers, gap year adventurers, octogenarian explorers and everything in between. Some of these travellers are well informed, while others are happy to travel more blindly, hoping for the best.
For the most part, travel is designed to be safe, particularly when sticking to well-worn routes, but even the most prepared traveller may find themselves needing a hand from time to time – and that’s where we can help support you to enable your travel plans safely and successfully.
Learn how we can support your business
Curious to learn more about how we can support your travellers with our in-house team of medical and security experts? Fill out the form below to schedule a chat with our team today.
