Unfortunately, there are criminals and thieves in every country. In South Africa, we call them ‘Skelms’.
(From Google: What is a skelm in English? /skelm/ /skelm/ (South African English) a person that you believe is a criminal or that you do not trust.)
As a travel advisor, one of the most concerning scenarios for your clients is being robbed in a foreign country, especially where English isn't widely spoken. While we hope this never happens, equipping them with a clear, actionable plan can significantly reduce distress and help them recover quickly.
Share this guide with all your travellers as part of their pre-departure briefing, emphasising that their safety and well-being are paramount.
FOR YOUR CLIENTS: Robbed Abroad? Here's Your Action Plan When Language is a Barrier.
Travel should be an exciting adventure, but sometimes unexpected challenges arise.
Being robbed in a foreign country can be a terrifying experience, especially when you're in a place where English isn't widely spoken, leaving you feeling isolated and vulnerable. But don't despair – with a clear plan, you can navigate this difficult situation effectively.
Here's a step-by-step guide on what clients need to do if their belongings and money are stolen while travelling in a non-English speaking destination: (*Edit, Print and Share this article with them).
1. Prioritise Your Safety (Immediately!).
The first step to prioritise is removing yourself from the place where you have been robbed immediately. If it is nighttime or dark, then find a well-lit area, a busy street, or a shop where you can collect your thoughts.
Do NOT confront the robbers or try to retrieve your items. Your well-being is paramount. If you're with travel companions, stick together and ensure everyone is safe.
2. Seek Local Assistance (Non-Verbal is Key).
Even without a shared language, you can communicate distress. Look for:
- Hotels/Hostels: Staff are often more likely to speak some English or have resources to help tourists.
- Banks/ATMs: These locations are often equipped with security and staff who might have basic English or access to translation tools.
- Police Stations: While intimidating, this is where you'll eventually need to go. Look for a building with official markings.
- Other Tourists: While not official help, fellow travellers might be able to offer assistance or at least moral support.
3. Get to the Nearest Police Station.
To claim from your travel insurance, it is crucial to go to the nearest police station to file a police report, which you'll need for the insurance claims.
- How to ask: Try to find someone who can point you to the nearest "police" or "policia" (in many Romance languages). You can also show a pre-written note (see point 5).
- At the Police Station, Be prepared for a potentially slow and frustrating process due to the language barrier. Remain calm and patient.
This is where the language barrier will be most challenging.
- Use Visuals: Draw simple pictures of what happened. A stick figure taking a bag, for example.
- Translation Apps (Offline is Best): Have a translation app (like Google Translate or Microsoft Translator) downloaded with offline language packs for the local language. You can type in simple sentences like "My wallet was stolen" or "My phone was stolen" and show the translation.
- Key Information to Convey:
- What was stolen: List all items clearly (money, passport, phone, credit cards, etc.).
- Where it happened: Be as specific as possible (street name, landmark).
- When it happened: Approximate time.
- Description of items (if possible): Brand, colour, etc.
- Insist on a Copy: Do not leave without a physical copy of the police report. This is non-negotiable for insurance purposes. If they offer to email it, get it in writing that they will, and take down contact information.
If your wallet with your bank and credit cards has been stolen and you have access to a phone or Wi-Fi, immediately report your cards stolen. Many banks have 24/7 international helplines to assist with this issue promptly.
- Crucial Pre-Travel Prep (As Advised by Your Travel Advisor): Before you leave, ensure you have noted down the international emergency numbers for all your cards. Store them securely, separate from your wallet and phone.
- Use a Borrowed Phone or Internet Cafe: If your phone was stolen, ask for help from a hotel, hostel, or even a kind stranger to use their phone or computer.
Your embassy or consulate is your lifeline in a foreign country. They can:
- Help with emergency passport replacement.
- Provide a list of local English-speaking lawyers or doctors if needed.
- Assist with contacting family back home.
- Offer guidance on local procedures.
- Pre-Travel Prep (As Advised by Your Travel Advisor): Ensure you have the contact information for your country's embassy or consulate for the specific country you're in. Keep this information saved digitally and as a hard copy, separate from your main belongings.
Once you're safe and have the police report, contact your travel insurance provider immediately. They will guide you through the claims process. Be prepared to provide the police report and a detailed list of stolen items.
8. Secure Emergency Funds.
If all your money is gone, you must arrange for emergency funds.
- Western Union/MoneyGram: Your family or friends can send you money through these services, which you can pick up at an agent location.
- Embassy/Consulate: In dire circumstances, your embassy might be able to help with a small emergency loan, but this is usually a last resort.
Once the immediate crisis is managed, take some time to assess your situation. Do you feel safe continuing your trip? Do you need to go home? Don't feel pressured to continue if you're not comfortable. You will be rattled about the experience, so take a little while to deal with the shock.
ADVICE YOU, AS TRAVEL ADVISORS, MUST SHARE WITH CLIENTS:
Beyond providing this actionable guide, emphasise these proactive measures before your clients depart:
- Comprehensive Travel Insurance is Non-Negotiable: Stress the importance of a robust travel insurance policy that covers theft, emergency medical, and repatriation. Review their policy with them, highlighting the claims process for theft.
- Document Duplication: Instruct them to keep multiple copies (physical and digital) of their passport, visa, flight details, hotel bookings, and credit card emergency numbers. Advise them to store these separately from the originals.
- Diversify Funds: Teach them the "egg basket" principle – never carry all cash and cards in one place. Suggest a money belt, a separate card in luggage, and some local currency tucked away.
- Emergency Contact List: Provide them with a consolidated list of your agency's emergency contact number, their travel insurance helpline, and their country's embassy/consulate details for their destination. Encourage them to share this with a trusted contact back home.
- Offline Translation Apps: Strongly recommend downloading offline language packs for translation apps for their destination.
- Brief on Local Risks: While not alarmist, give them a realistic overview of common scams or petty crime in their destination, if applicable, without causing undue fear.
- Check-In Plan: Discuss a simple check-in plan (e.g., a daily text to a family member or group chat update) so someone knows their general whereabouts.
Offer personalised services by providing your clients with this clear, actionable advice and emphasising crucial pre-travel preparations, you empower them to navigate such a crisis with greater confidence and efficiency, ultimately enhancing their overall travel safety and experience.
