Lost & Found: A Masterclass in Crisis Management

I lost my phone while traveling in the Andaman & Nicobar Islands, with critical tasks pending before my return to Canada. While I initially trusted the process, retrieving it became a test of patience, persistence, and strategic escalation. Through continuous follow-ups and engaging the right people, I finally got my phone back after 24 hours. The experience reinforced key lessons in crisis management, leadership, and the power of staying calm under pressure. Read on for the full story.

The Ordeal

During the trip, I often handed my phone to my wife for safekeeping. So, when I reached for it and didn’t find it in my pocket, I assumed she had it. When she returned a few minutes later and said she didn’t, a wave of shock hit me.

Retracing my steps, I remembered sitting on a rock while taking pictures at the beach. I was sure the phone had fallen out of my pocket. But after searching the area, I realized it was gone. The fact that it was switched off rather than unreachable confirmed my fear—someone had picked it up.

We asked our taxi driver for help. He confidently assured us that the phone would be found, as it was an iPhone and couldn’t be jailbroken easily. Still, as we left for our next destination, I started planning my contingencies—how to get a replacement, arrange funds (since I rely on my phone for payments), and retrieve my data through Apple.

Then, mid-journey while on a ship, my wife called my number again, and this time, the taxi driver answered. He said another tourist had found the phone and given it to him. I felt relieved, unaware that the real struggle had just begun.

The Negotiation Begins

As soon as we reached our hotel, I called to coordinate the handover. That’s when things got suspicious. The driver asked for my passcode to “prove” it was mine. I refused, as it could be used to reset the phone. Instead, I asked him to verify it using my lock screen photo.

Then came the twist—he claimed the person who found the phone wasn’t willing to return it. When we asked him to hand it over to the police, he suddenly disconnected the call. At that moment, I realized he and his accomplice might be stalling.

We escalated the issue to the tour operator, who was a reasonable person with a strong reputation to protect. He reassured us that he would resolve it and also tried to paint the driver in a better light, likely to prevent us from taking legal action. By now, I had lost trust in the driver and the tour operator but relied on the hotel manager’s intervention.

The Power of Persistence

The hotel manager was calm, confident, and well-connected—his brother-in-law was the local police chief. He promised to handle the situation, asking us to enjoy our vacation while he ensured the phone’s return. His influence worked.

The tour operator then promised that the phone would be sent on the next ship. But as we tracked its location, we saw no movement. Every follow-up brought a new excuse—"It will be on the 8 AM ship… no, the 10 AM… actually, the 12 PM one." By 1 PM, we had had enough.

The hotel manager made one final call and asked a trusted colleague on the other island to personally retrieve the phone from the driver and bring it over. Within hours, things moved fast. At 3:30 PM, she boarded the ship with my phone. By 7 PM, it was delivered to my hotel room.

Key Takeaways

? Stay level-headed in uncertainty – When I lost my phone, I had a brief moment of panic, but I quickly shifted my focus to a contingency plan, ensuring that even in the worst case, I could manage.

? Play to your strengths – My wife is excellent at chasing people and getting results, while I focused on strategy and escalation. Knowing our strengths helped us stay calm and focused.

? Follow-ups drive results – The phone wouldn’t have been returned if we hadn’t persistently followed up with the right people. The driver kept delaying, but continuous check-ins ensured action.

? Engage the right stakeholders – The tour operator and hotel manager had reputations to uphold. Leveraging their credibility helped push things forward.

? Trust, but verify – While I remained optimistic, I also ensured I had multiple backup plans in case the phone was not returned.

? Honor your commitments – We had initially promised a token reward for getting the phone back. By the end, the driver’s scare tactics and the tour operator’s stalling made it hard to give, but we honored our word. Integrity matters, even when it's inconvenient.

? Unplugging can be refreshing – Interestingly, the day without my phone was one of the most peaceful I’ve had. I now plan to take a digital detox at least once a year.

Losing my phone in a non-resident country was stressful, but this experience reinforced how persistence, strategic escalation, and calm decision-making can turn a crisis around.

Have you ever had to escalate an issue to get results? What worked for you? I’d love to hear your thoughts!