Kralendijk, 30 August 2026 – Water- en Energiebedrijf Bonaire (WEB) informs the people of Bonaire that the Pagabon sales service has been fully restored.
Last Friday, WEB and the various Pagabon points of sale experienced a technical issue with the system that generates Pagabon tokens. From the moment the issue arose, WEB’s technicians immediately began working to restore the service.
An investigation determined that the issue was within the system provided by the external supplier with whom WEB works for Pagabon. Because the technical solution depended on this supplier, and the supplier was unable to meet its contractual obligations, WEB was unable to fully restore the system within a short period of time.
Although the technical issue did not originate within WEB, WEB took responsibility toward its customers and the people of Bonaire. Our priority was to prevent, as much as possible, customers who had run out of Pagabon credit from being left without electricity while the supplier and WEB’s technical team worked on a solution.
To achieve this, WEB mobilized a multidisciplinary team and implemented several emergency measures. A temporary WhatsApp number was made available to affected customers, a team was assigned to respond to calls and messages, and the capacity of the emergency service was expanded with additional technicians.
Technicians were dispatched to assist customers at their homes and, where necessary, provide a temporary solution. This effort involved employees from various departments within WEB, including members of management who personally went into the field to assist customers. All of these actions formed part of a coordinated effort to support affected customers until the Pagabon system could be fully restored.
WEB acknowledges that, despite these measures, the interruption caused inconvenience and even frustration for a number of customers. We deeply regret this. The experience gained from this incident will also form part of an evaluation that WEB will conduct together with the supplier, with the aim of implementing additional measures to reduce the risk and impact of a similar situation in the future.
Now that Pagabon sales have been restored, WEB will continue to assist customers who received a temporary solution during the interruption. Where necessary, WEB teams will visit affected customers to restore their situation to the normal condition that existed prior to the interruption.
Customers who received temporary service and need to top up their Pagabon can do so at the regular points of sale, including Gas Express and Van den Tweel, during normal business hours. WEB opened its office on Saturday from 11:00 a.m. to 3:00 p.m., giving customers the opportunity to purchase Pagabon tokens.
WEB thanks the people of Bonaire, and particularly the customers who were affected, for their patience, understanding, and cooperation throughout the interruption.
We also thank all employees who joined forces to assist customers and restore the service.
WEB remains committed to providing reliable service and, whenever an unexpected situation arises, to taking responsibility and doing everything possible to support the people of Bonaire.