Urgent advice needed.

Our flight leaves this afternoon. We had our PRT test on Saturday and have not received the results. So as a backup we did a BD Veritor Test from Passport Health today. We have the negative results but are still getting DENIED because they are saying the document doesn't meet the criteria as a "Typed, written or e-mail statements from doctors or non-laboratories will not be accepted."

This is the only way they report the results as there is not a need to send it off to a laboratory. They are the laboratory. I have submitted several times and included about every bit of information I can come up with and am getting the same result.

Does anyone know a "work around" or email besides the info email to reach out to? I know this is a longshot but we are desperate for some solution.

Did you call the number on the website?

If I have the right number (721-542-1570) I am not getting an answer.

Where are you calling from. It’s 2:00am in Sint Maarten. My guess is they open at 8:00am. On the EHAS site all I could
Find was this. +1 721 543111 ext.1404

Save your documents as PDF’s and just reapply. We had to do that for my mom. Original document was a jpeg. When I changed it to a pdf it was approved. If the document has all the info it doesn’t make sense. Is it handwritten?

Thank you, yes it is a pdf. I have resubmitted 3 times and emailed them. The number you show on the website doesn't work. I found that too and it is missing a digit. It really is frustrating. I guess I will just have to hope I can get a hold of some one 1st thing in the morning. On the last submission I added a letter explaining that there isn't another report to get from the BD Veritor machine. Hopefully that will help.

Nothing like sleep deprivation and stress before a vacay.

UPDATE: Sometimes persistence pays off. In case this can help: On the 4th Submission I attached a letter to the report explaining that the Antigen Test (BD Veritor) does not produce a lab report and was approved. But my wife's was not. I submitted her a 5th time and after about an hour called 721-542-3003 and spoke to someone. Within minutes she was approved. (Not sure if the call is connected).

So good news. We are going. and my suggestion.... Don't take no for an answer.

Congrats!!! I sent a screen shot of the incorrect number to them as well suggesting maybe they want to fix it!!!!! Enjoy your trip!!!!

Sounds like if you had had an early AM flight it would not have turned out OK.....this is my only fear with our January trip...relying on a potentially last minute result

...and thanks for the contact number

now initiate de-stressing protocol

Wow, glad it finally got worked out.. Once you are able to get there and exhale, get to your room and have a cold one!!!

I hope the SXM Heath Department disseminates this information throughout the department so others are not denied for the same reason. Glad you persevered. Have a wonderful trip.

I just listened to a live broadcast and it was indicated more employees are being hired and they are aware of the issues.

Great news. We travel in 10 days

While the Medical Center has nothing to do with approval. They have their phone number posted incorrectly. I messaged them and they say it’s correct. I responded stating no - it’s not correct. The correct number for the medical center is 1-721-543-1111!!! They are missing a “1”. Second email back and they are still arguing it’s correct!!! I even sent them a screenshot!!!

Kim, it doesn't matter. That number will get you to a recording asking you to enter the extension #. Which, of course, we don't know.

Right. But isn’t the correct number 1-721-543-1111. Not what they have listed. 1-721-543111??

Yes, of course.

Michael and I are stressing now about getting our COVID tests back in time. All the people who traveled for Thanksgiving are now trying to get tests. We have been quarantining for 2 weeks prior to our trip.....

Sadly, this is not surprising. At least not to me.

Do you think that instead of 1404 the extension would be just the 404 as the 1 should be part of the phone number 543-1111?

Extensions are 4 digits

Well there you go. Mystery solved.

Once you got the OK with the approval was it smooth sailing at the airport ?

OK--thanks, I didn't know that.

Good Question and I hope to put an arrival based trip report up tomorrow but in case I can help before that goes up. Smooth sailing is a somewhat relative term. Upon arrival on the island it was smooth as far as fewer people made things go faster. There was a "oh crap" moment where the health screener wanted to question our results but her supervisor quickly over ruled her. Only took a few minutes.

Note: You do have to show your negative results + your approval document at the screening and again at customs. Having it on your cell phone is fine but it would have been easier to have a print out.

Thanks. Enjoy!