Emergency help
In trouble? Let's get you help, step by step.
Stay calm. Most problems can be sorted. Start with your safety, then tell Ann what has happened and she will coordinate the next steps for you.
Is anyone's life in danger?Call the emergency number first. Free from any phone, even without credit.
1
What has happened?
Pick the closest match. You'll see what to do right now.
Lost or stolen bags: do this now
- Report it to the police station nearest where it happened and ask for a written report. Your insurer will need it.
- Lost at a port or on a ferry? Go to the operator's ticket office straight away. Staff often hold found items.
- Cancel any cards that were in the bag. Keep your remaining cash and passport on you, not in your luggage.
Lost passport or documents: do this now
- Report it to the local police and get a written report.
- Contact your embassy in Manila or Cebu for an emergency travel document. Most have an out-of-hours number on their website.
- Keep photos of your passport and bookings on your phone. Ferry tickets are issued in your name and may need ID.
Stranded or missed transport: do this now
- Ferry cancelled for weather? Stay at the port office and ask for the next sailing. Weather cancellations booked through Ann are refunded for that leg.
- Somewhere safe to wait: a hotel lobby, café or the terminal, not the roadside after dark.
- Keep your phone charged. Note where you are before your battery runs low.
Illness or injury: do this now
- Serious symptoms (chest pain, trouble breathing, heavy bleeding, head injury)? Call 911 now.
- For anything less urgent, ask your hotel or driver for the nearest hospital or clinic. Larger towns have private hospitals with English-speaking staff.
- Call your travel insurer's assistance line early. They can approve treatment and arrange transfers.
Road or boat accident: do this now
- If anyone is hurt, call 911 first.
- Move to safety away from traffic or the water's edge if you can do it safely.
- Get a police report, photos of the scene, and the names of drivers or boat operators. Your insurer will ask for them.
Missing person or lost child: do this now
- Call 911 now and give a description: age, clothing, where they were last seen.
- Tell staff nearby straight away: hotel, port, shop or security. Ask them to watch exits.
- Stay where you last saw them if you can, or leave one adult there. Keep a recent photo ready on your phone.
Someone's life is at risk: do this now
- Call 911 immediately. Stay on the line and follow their instructions.
- Give your exact location (see below). If you can, send someone to meet the ambulance at the road.
- Only then contact Ann or your insurer.
2
Do you know where you are?
- Google Maps: tap the blue dot, then copy the coordinates or tap Share to send your exact location.
- what3words: open the free app or what3words.com. It gives a three-word address for the exact square you're standing in, for example ///table.lamp.river. Read it out or send it.
- No signal? Look for a shop or hotel name, a church, or a road sign. Hotel staff and tricycle drivers can tell emergency services where you are.
3
Tell Ann
This goes straight to Ann on WhatsApp with everything she needs. Ann is a trip coordinator, not an emergency service.