Postcard from Bishkek

As the British Foreign and Commonwealth Office say on their website: “most visits to Kyrgyzstan are trouble-free”, but things do sometimes happen.

What sort of things can go wrong?

• A vehicle can breakdown.
• An element of the tour itinerary not being available
• An element of the tour can be not up to a satisfactory standard
• Weather conditions can cause a change in the itinerary
• Someone can fall ill
• The airline may lose your luggage
• There could be theft, such as having your pockets picked in a market or crowded place
• Loss or theft of important documents such as passports, tickets etc.
• A tourist could be arrested
• An accident – such as a road accident of fall
• A natural disaster such as an earthquake or avalanche
• You could miss a deadline – such as an onward flight
•  … and others

Where the fault is ours, then please tell us, and we will try to rectify the situation in situ, or as soon as is practically possible. 

Where the fault is not ours, we will still make every effort to help resolve the matter:

• If necessary we will try to make alternative arrangements.
• If necessary we will give assistance to contact the necessary authorities, medical services etc.
• If necessary we will give assistance to contact home.

• Illness – please remember that we are not doctors and we cannot give medical advice – we should, however, be able to get you to a doctor if is necessary.  If you take prescribed medicines or suffer allergies then it would help if you had the information written down so that it could be shown to a doctor. 
• theft or loss of money or documents – you will probably need to contact the police.  Your insurance cover will expect this and may refuse a claim if you do not do so.  You will need to write a report – called a zayavleniya – and a statement – called an abisnitelnaya.  The police may be reluctant to register the complaint and issue a certificate of the registration immediately, until they have had a chance to investigate – which could lead to a delay.  You may also want to contact your embassy or consul – so it is important to have contact details so you know whom to contact.   Remember, however, that a consul can offer only limited assistance. 
  • Lost/stolen passport – you will need a new travel document.  In most cases this may take time to arrange … some embassies do NOT have the authority to issue passports – and where they can it may be limited only to travel back to your home country.  A lost passport could also present other problems in Kyrgyzstan – so make sure that you have a photocopy available – including a copy of any visas, and necessary registrations.
  • lost/stolen credit cards – you will need to cancel these – make sure that you have necessary contact details – and keep them separate from the cards themselves.  If possible, it helps to subscribe to service which has up-to-date information about your cards so that it can all be done with one (long distance!) phone call.  It may be that the phone call will take some time to complete – one client had to call a UK based bank and explain what had happened three times before she finally succeeded in canceling two cards – and the call lasted 15 minutes – even though it was a specially designated number for those calling from abroad – at USD2.40 a minute!   If you have to telephone several banks or credit card companies – then the phone bill will be quite large.
• lost baggage – (for example – if you are making a journey through several flights and have checked it through to the final destination when boarding the first flight – but the baggage doesn’t appear on the carousel at your final destination ….) then the airline may offer some compensation so that you can purchase some of the necessities which have been mislaid.  They will also endeavour to deliver it to a designated address when it does arrive … which may not be much help if you are touring.  Even so, because the number of flights to Bishkek are limited, it may be several days before the next one – and the first opportunity for the bags to arrive.  There have been times when it has taken two or three flights before the bags have eventually arrived … so far we have not had a case where the bags have arrived after the client has eventually left Kyrgyzstan – but it could happen.  (There are advantages to “traveling light” – and www.oratory.com/onebag has some interesting and thought provoking suggestions about how you can achieve this.)  You need to think about what you will need to do in this case.  The Airline may offer compensation, and are supposed to deliver your baggage to you – so have a spare copy of your itinerary ready to hand to the company representative (with addresses of hotels etc.)  If you are insured against baggage loss – then remember that there will be a limit – e.g. GBP50 – that you can claim – and if the bags do eventually turn up, then you probably can’t claim off the insurance policy.  Remember to keep receipts for anything you do have to buy to replace the lost items.    
• an accident – remember what would happen at home … make notes, take photographs.  It may be necessary to contact the police and/or summon medical assistance.
• being stopped by the police (or someone who claims to be the police) – remember to stay calm, quite and polite, even in the face of what seems to be provocation.  Even if you speak Russian, it might be better not to do so.  If the person is in uniform then they should have a badge – make a note of the number.  Otherwise ask for their identification – they are obliged to show in on demand – use the word “dcumenti” – make a note of the number (and if you read Russian, then name of the person).   They may ask to see your passport – but unless there is a reason they have no authority to go through your pockets or bags.  Stay in a public, well-lit, area – do not accompany them off the main highway, out of the public gaze.  They can arrest you and take you to a police station but in that case they have to register the fact and give you access to your consul.
• “force majeur” – such as a border closing unexpectedly, or bad weather – making it impossible to complete the itinerary as planned, (even in the months of July and August, snow can fall in the mountains closing roads for several days … ).  We will do our best to make alternative arrangements but please note that these may involve additional expenditure.  Keep any receipts, especially if you have insurance cover and need to make a claim against the policy.    

• that you should be aware of the local laws and try not to break them.  Be especially aware that drugs offences are taken very seriously in Kyrgyzstan.
• that you may need to reconfirm your onward flight.
• that you are required by Kyrgyz law to have insurance to cover the cost of medical treatment.  We advise that you should also consider taking out your own comprehensive insurance for delays, missed flights, your cancellation, your change of plans, loss of baggage, etc.  As the British Foreign and Commonwealth office say on their website: “If you can’t afford the insurance – then you can’t afford to go”.