Texting Returnees: Effective Communication for Assisted Voluntary Return and Reintegration

A group of migrants returning to Indonesia under the (AVRR) programme in the Netherlands. Photo: UN Migration Agency (IOM)

Transportation assistance is a key component of IOM return and reintegration programmes for migrants who are unable or unwilling to remain in host countries and wish to return voluntarily to their countries of origin. Relaying travel details can sometimes be challenging, but recent feedback from migrants in the Netherlands has led to communication improvements and fewer missed flights.

Suvdmaa* and her younger sister travelled to the Netherlands last year, seeking employment and new opportunities. But life was not as easy as they had imagined, and after overstaying their visas, they started worrying about the risks they might face by staying. They decided to return home to Mongolia with IOM’s assistance.

As the departure day grew closer, Suvdmaa was concerned that they might not receive the flight information because their address had changed so often. However, there was really no need for them to worry. Soon after, Suvdmaa’s phone lit up with a text and their flight details appeared on the screen.

Previously IOM would have contacted migrants by phone or email to provide travel dates and ticketing information and would also send each migrant travel details in a posted letter. Despite the multiple channels used, many returnees did not show up for their scheduled flights.

IOM then started collecting feedback from migrants as to what was going wrong. In nearly every case, the flight details had not reached the migrants, in time or at all. Letters had been lost in the mail, especially those addressed to migrants without a reliable postal address.

Messages were often left unheard or unread. From the feedback, the IOM team realized that it needed a more effective way to reach each and every migrant in the programme, more directly and in real-time.

With nearly all returnees owning phones, they saw SMS as the solution.

One mission which started using this solution was IOM Netherlands which set about digitizing its return and reintegration operations. Now, when a flight is booked, the IOM system dispatches an automatic text message to the respective returnees phone with flight details. The migrants can keep the information on their phone, at hand, and access it at any time.

Since the launch of this service, far more migrants are catching their home-bound flights.

*The name has been changed to protect identity.

This story is part of Feedback and the Art of Active Listening, a collection of stories on how IOM missions are adapting programming based on community feedback. Click here to learn more about how IOM uses feedback to improve its projects.

Story Contributors: Christina Gheorghe (IOM Netherlands), Amy Rhoades (IOM HQ)