Incidents at KAYAKOMAT stations are very uncommon, but being prepared helps you respond calmly and confidently. Because KAYAKOMAT is a self-service concept, situations may reach you in different ways. This guide explains what to do and who to involve when something unexpected happens.
1. When someone reports an emergency
If a customer or bystander contacts you about an accident, injury, or missing person, your first step is to make sure 112 has been called.
If not, ask them to call immediately.
Afterwards, you can help by:
- confirming the location
- identifying which kayak/SUP was used
- staying available and supportive
Then please inform KAYAKOMAT Support so we can follow up and assist.
2. When you suspect something might be wrong
Sometimes you may not receive a direct report but notice something unusual — for example a missing kayak, a long overdue booking, a message from a by-stander or a big shif in weather conditions.
In these situations:
- check your operator admin page to see the last booking and customer details
- try to contact the customer if needed
In most cases, the explanation is harmless.
However, if you genuinely believe someone may be missing or at risk — for example due to weather, time of day, or lack of contact — you should call 112 and explain the situation.
Emergency services will assess what action is needed.
Please also update KAYAKOMAT Support.
3. If you learn about an incident afterwards
Because the concept is self-service, you may sometimes only hear about an incident after it has already happened.
If so, gather any details available, check the admin page for relevant bookings, and report the incident to us by filling in the form below or calling support. We will get in touch with you from there.
4. Reporting a serious incident
Please use the incident form whenever a serious incident occurs, such as:
- involvement of rescue services, police, or ambulance
- injuries
- missing persons
- unclear circumstances or potential risk situations
- anything that could attract media attention
Your report helps us understand what happened, support you, and take appropriate follow-up steps.
👉 Incident report link
5. If you are contacted by the media
If media reach out to you, please do not comment.
Instead, use this simple response:
“I’m not able to comment. Please contact our Communications Officer, Richard Öhman, at +46 70 756 33 26.”
We handle all communication centrally so you don’t have to.
6. When to contact Richard Öhman
If a serious incident has occurred or if you have been approached by the media, please send an SMS to:
📞 +46 70 756 33 26 — Richard Öhman, Founder & Communications Lead
Include a short description and Richard will call you back. RIchard speaks Swedish, English, German and French.
(If it is an emergency, always ensure 112 is contacted first.)
7. A final reassurance
You are not expected to supervise customers on the water or perform rescues.
Your responsibility is simply to:
- ensure 112 is called when needed
- gather basic information
- update KAYAKOMAT Support
- support within your ability and safety
We take care of the rest — and remember, incidents are very uncommon.
You are never alone in managing them.
