The charter flights continue. The State Department is still encouraging American citizens to return to the United States. Here in Dhaka, we are still chartering airplanes to get people home. This week was our third go-round. This time, we told ourselves, it would be smooth. We knew what we were doing this time. We learned from our mistakes. We can prevent problems, anticipate any complications, and it will all run like clockwork.

We developed a new registration system, we made phone calls, answered emails, sent out information. We confirmed people for the flight.

Then the Bangladesh government extended the government shutdown, and declared a curfew. People kept getting sick. The police set up roadblocks to discourage people from going out.

On Game Day, we got (temporarily) locked out of the airport.

In the airport, I was walking back and forth between two ends of the departure lobby. On one side of the building we checked in confirmed passengers, and on the other side, we checked in the standby passengers. I filled my daily exercise quota just from covering that distance several times.

I’m forcing myself to look on the bright side of the day. We created some really amazing consular success stories. One PhD student has been stranded in Bangladesh with his infant daughter. He needed to renew his student visa before he could return to the United States, but his passport was locked up in the offices of our courier company. All businesses are closed by the government shutdown order, including our courier service. We coordinated with the company to open the office especially for the student so that he could collect his passport. Then he brought it to the Embassy, where I issued the visa, our locally-engaged staff printed it, and he whisked off to the airport.

A married couple has some health issues and needed to get to the United States. Problem was, only one of them is a U.S. citizen. So we opened the visa window for the non-citizen spouse, issued a visa, and printed it the morning of the flight.

Some people drove eight-plus hours from remote parts of the country to get to the capital city airport. An hour before the airline’s check-in counter closed, a couple rushed into the airport. They said that police road blocks and checkpoints meant that it took them three hours to get to the airport.

But I also had a huge disappointment. Our email inbox on Game Day had several notifications that people cancelled. Understandable. People are getting sick, others are being warned away by their families in the United States. But a lot of people just didn’t show up for the flight. Instead of a full flight, which I was hoping for, we sent the plane off with 30 empty seats. I received that news after having walked round the airport all morning, then standing at the airline check-in desk for over two hours, reviewing every passport. The news, that we would be so far from full, was hard to take. I was so visibly upset that the DCM (deputy chief of mission, #2 officer in the Embassy), who was monitoring the situation, asked if I needed to take a break.

Even after the flight was fully booked, people had been calling us, begging and crying to get on the flight. We told them: come to the airport, we can out them on standby, maybe, just maybe, we can put you on the plane. Our standby list grew to 92 people. Surely, I felt, we would fill every one of the 358 seats on the plane. But we failed.

Still, we filled to 92% capacity, which set a new record for charter flights that embassies and consulates around the world are organizing. And the silver lining to the large number of no-shows is that every single person who came to the airport got on the plane. That’s not nothing.

This is really meaningful work. The safety of U.S. citizens is our #1 priority. I love working closely with the dedicated officers and LE staff. But after a month of 12- to16-hour days, we are all physically, mentally, and emotionally exhausted.

We learned a lot from the first time we did a charter flight. So when we did the second one yesterday (after many days of preparation), it went a lot smoother. Many problems, headaches, and much heartburn. But in the end we got 321 322 people out.

Again, everyone from the Embassy came down to the Consular section to help out. Once again, we spent days calling people, building a passenger list.

We partnered with an airline, and on Game Day, we worked side-by-side to get people checked in and on the plane.

At literally the last hour, one of our General Services guys drove to a lady’s house, picked her up, and delivered her to the airport. That boosted our total passenger list from 321 people to 322.

We always say that American citizens are our #1 priority. We proved that again this week. Every Foreign Service officer has to do a Consular tour for two years, regardless of their chosen area of specialization (political, economic, management, public diplomacy). So everyone has Consular experience. I’m so grateful to my colleagues in the other sections of the Embassy who gave us a week of their time to work on this effort. When an emergency happens, we’re all Consular officers.

The safety of U.S. citizens is the State Department’s #1 priority. That’s what we always say in the Foreign Service, and we had the opportunity to prove it this week.

Last week, the airlines stopped offering flights out of the country. Thousands of private American citizens are still in the country, many of them wanting to return to the United States.

When that happens, our standard procedure is to find a way to get U.S. citizens home. We have a few different options. We can work with airlines to open new commercial flights, or we can organize a charter flight. In some (very extreme, very complicated, and very, very expensive) cases, we can work with the military. That last scenario really only happens when there is a complete breakdown in social order, and the country is on the brink of war. Things are not that bad here in Bangladesh, and no one really expects the situation to deteriorate that much.

So we went with the best option that was available to us: organizing a charter flight.

Here is a little background reading:

https://www.dhakatribune.com/bangladesh/foreign-affairs/2020/03/29/us-american-citizens-returning-from-bangladesh-voluntarily

https://www.politico.com/news/2020/03/30/state-department-playbook-stranded-americans-155832

I’m not embarrassed to admit that I am not an airline. I have no idea how to take reservations for a flight, coordinate with an airline and airport authorities, prioritize a passenger list, check people in for flights, and tell people on standby to sit down and wait for me to call them. But that’s what I have been working on for the last week or so. Working with a huge team of my fellow officers, and our locally-engaged staff from the Embassy, we put in 12- to 14-hour days. We had to build a manifest by taking emails and phone calls, then calling people, calling them again, and then calling them a third time. Another group negotiated with an airline to contract a special flight. We had to coordinate with the local authorities to get permission for the plane to land. A million little details that we had to learn on the fly.

Sure, our colleagues in other countries have done this, too, but so much of the arrangements depends on local conditions. We couldn’t just copy what other embassies did. We kept telling ourselves that we were making it up as we went along. The whole worldwide COVID-19 situation is so unique that no one really knows the best way to do this kind of evacuation.

Yesterday was “game day.” The day of the flight. We had the airport to ourselves. All commercial flights were cancelled. We set up our check-in station. A “Solutions Center” helped people who didn’t have their paperwork in order. We originally was going to call it the “troubleshooting center,” but I had a big problem with using the word “shooting” in an airport. Thanks to HvG for the alternative phrase!

Hundreds of people showed up to get on the plane. Yes, some citizens got upset, some complained, some were indignant at the inconvenience, a few didn’t think they should have to pay for the ticket, etc, etc. The Ambassador told me a few days ago: “We don’t have the luxury of being irritated.” And he was right. Our job was to project a cool, calm manner, and to try our hardest not to add to the noise.

A lot of people from other sections of the Embassy came and helped out. We were able to process everyone and get them to the airline counter to check in.

At the end of a very long day, after a very long week, we got a few hundred Americans on the plane back to the United States. And that’s what it’s all about: being there for U.S. citizens.

This was my favorite sight:

I never want to do this again, but it looks like we will have to. As long as there are stranded Americans in country, our job is to try to get them home. We’ll do our best, but I really wish commercial flights would start back up. I want to stop being the worst airline in the world.