EXPLORE Worldwide operations director Derek Moore took the call from his tour leader in Yemen shortly before 11am on Christmas Bank Holiday Monday.
The group, he was told, had been ambushed on the road between Habban and Aden and 16 of the 18-strong party taken hostage.
Moore immediately contacted Explore managers, his PR agency Travel PR and an emergency meeting was convened.
Less than 45mins after the kidnapping Explore’s crisis action plan was up and running.
“The key to dealing efficiently with a problem, however large or small, is communication and planning,” said Moore. “Tour leaders are instructed to contact the duty manager as soon as a problem arises and to inform the British Embassy and ground handlers.”
Within hours of the incident, Moore was already negotiating with national airline Yemenia in the event of the hostages being released. “It was imperative we could act immediately,” said Moore. “We had no idea where they were or what was happening but we had to make plans. We also contacted our hotels in Aden and San’a to put them on standby.
“Relatives were told of the situation by our staff but because of the time of year it took two days to contact them all. One of the clients had not given us his next-of-kin information and we had to get the police to track them down.”
The travel agents who took the bookings of the party were also informed.
To add to the complications – because the group contained Americans and Australians – Explore had to deal with a variety of time zones. “We had to keep authorities informed in both countries,” said Moore.
It was late on Tuesday, after the Yemeni authorities got involved, that news of the deaths of three Britons and an Australian emerged. What happened is still being investigated. “Of course we were shocked, but we had a job to do,” said Moore.
“Arrangements were in place to fly the group back on the Wednesday morning but it became unrealistic for this to happen, particularly as it would have meant a 4am start.”
Instead, the group was given two days to recover and to speak to the Yemeni and British authorities. On Thursday afternoon they flew from Aden to San’a before taking a flight to Gatwick, via Paris, on Friday morning.
Two injured tourists flew home on Sunday.
Explore had made special arrangements for the party’s arrival at Gatwick. They were met by a coach, given their own customs clearance and taken to the Gatwick Hilton.
“They were extremely tired,” said Moore. “It was crucial their every need was catered for.”
The operator also paid for travel and accommodation for relatives while an Australian tourist was put on a direct flight to Sydney the following day.
“If there is a message for other operators who find themselves in a similar position it is to plan ahead – and hire a decent PR agency. Letting someone else handle the press allows you to get on with the job of getting people home,” said Moore.