Grounded in Bogotá: Managing legal barriers with compassion and control
A refugee family’s planned departure from Bogotá to their onward destination was disrupted at the airport due to an unexpected legal issue affecting one underage traveller. Despite having completed all necessary checks and arrangements, Colombian authorities blocked the child and mother from boarding. Our team responded immediately to support both the affected family and the broader movement.
Challenge
Our Humanitarian Assistance team managed a multi-day operation involving medicals, hotels and departure coordination for five refugees.
At check-in, immigration officials denied exit for a 17-year-old due to the absence of a legal consent form from the birth father - mandatory under Colombian law. This halted the child and mother’s journey, causing significant emotional distress and leaving them without a home, job, or timeline for resolution.
We had to continue supporting the rest of the group’s departure while urgently addressing the legal, logistical and human impact on those left behind.
Approach
Our team liaised with Colombian authorities, escalated the issue to the client, and ensured the family were not left without support.
We secured safe, discounted hotel accommodation and provided warm meals and a stable environment while the legal issue was addressed. The family were given direct access to our team for 24/7 help.
Outcome
By using local language and negotiation skills, we reduced accommodation and meal costs by 30%, easing the client’s financial burden.
This case reflects our ability to act fast, adapt to legal complexity, and stay focused on the people behind the plan - even when everything changes.