Challenge

When the COVID-19 pandemic struck in March 2020, PJS received a record number of requests for emergency repatriation and evacuation — including a call from an international university on a Caribbean island. The remote location limited scheduled commercial service, the student body came from all over the globe, and many students could not transit through the United States, the logical rallying point for evacuation. When the administration ordered the student body home, there was simply not enough commercial airlift to move over 3,500 students, staff, faculty, families and pets.

Solution

Well before the pandemic, PJS had completed a multi-month consulting project for the same client: site visits to the campus and local airport, identifying air carriers with the proper equipment, reviewing possible departure destinations based on enrollment, an internal and external communications plan, a system to manage manifests and reservations, and preparations for ground handling, fuel and permits. That work produced an Emergency Response Plan in advance of any need.

When the call came, PJS activated the plan and immediately sent a team of six veteran staff to the island. They landed just 10 hours before the first scheduled departure and coordinated with airport staff, screening personnel, ground handlers and local authorities. Within hours, PJS was prepared to process thousands of travelers.

Result

Over the next five days, the on-site team evacuated over 3,500 passengers back to their home countries, helped complete over 18 flight rotations, assisted with tagging and shipment of luggage and personal bags, and ensured all customs and passport information was processed seamlessly.