Agents and operators work 'round the clock' to support clients in Middle East

Members of the travel trade reported a “chaotic 48 hours” after the launch of a US and Israeli assault on Iran and subsequent retaliatory strikes on Saturday (February 28) prompted widespread travel disruption across the Middle East.

Transport and hospitality infrastructure continues to be directly affected, with flights in and out of the Middle East cancelled and cruise lines re-routing affected sailings. In Dubai, the international airport and luxury hotels Jumeirah Burj Al Arab and Fairmont The Palm were hit by debris from intercepted drones.

Mainstream and luxury agents and operators reported working "around the clock" throughout the weekend to support impacted clients and reassure travellers through social media statements and travel advice updates.

Mark Swords, co-owner of London-based agency Swords Travel, said: “It’s been a chaotic 48 hours. We had clients who landed in Dubai on February 28 for a three-night stay ahead of flying to the Maldives. They were staying at the Waldorf Astoria and started sending me videos of what was happening - you could see smoke in the background so it was quite scary for them and [initially] nobody really knew what to do.”

He added: “Our biggest concern is the fact that these Middle Eastern airlines - Emirates, Etihad and Qatar - are huge players to get our clients out to destinations, whether it’s the Middle East or [further afield] so it’s a bit worrying and unnerving and I think people are just feeling a bit panicked at the moment.”

Travel Counsellors agent Alex Buckle, who was providing travel updates to clients via Instagram over the weekend, agreed: “[The FCDO advice] obviously affects people travelling to those Middle Eastern destinations but if you think about the flight networks of Emirates, Etihad and Qatar, people will also be affected if they’re travelling with those airlines to the likes of southeast Asia, India, Africa, the Indian Ocean, Australasia and so on. That part of the world has become such a big hub for us when we’re travelling to those destinations.

“I’ve been contacting all my clients travelling to those destinations and using those airlines over the next 10 days to two weeks. We just don’t know how long this conflict and situation is going to last.”

Dorset-based agency Select World Travel currently has three clients either in resort in Dubai or transiting through the hub. Managing director Hannah Vincent said she was rebooking clients on return flights “at the earliest possible opportunity” - currently March 3 out of Dubai – but was “prepared to rebook again if the airspace remains closed”.

Asked what long-term effect she thought the conflict would have on bookings, she said: “We’ve got a whole host of [upcoming] bookings [to a range of] destinations and it’s just whether or not clients will feel confident to travel. I think people are going to be put off going to the Middle East for quite a while. We just have to wait and see what happens.”

Independent agency Eden Voyage has one client currently in resort in Dubai and additional clients due to travel to the United Arab Emirates in the coming days and weeks.

Owner Victoria Grieveson said: “The biggest headache for me at the moment is the people who are flying in the next few weeks.

“Obviously everything is currently concentrated on right now and the next few days but for everything beyond that, there’s no guidance at all. I have four clients flying to Dubai and Abu Dhabi in the next few weeks who have all said they don’t want to fly no matter what and are asking me for their options. It feels very unknown.”

Both Vincent and Swords said they had received calls from travellers not booked with either agency but seeking advice. 

“These are the times when people really start to see an agent’s service and value,” Swords said.

“People have got such short memories and forget that [if they book independently] when there is a crisis or a scenario they are completely stuck, whereas I’ve been on WhatsApp and emails 24/7 with my clients. Everybody in the team has been passing the baton so as soon as one person clocks off, the next person available is there to look after that client and ensure we have every single base covered.”

Inspire Europe chief executive Lisa Henning said her team had worked “tirelessly”, adding: “It’s incredible to see how quickly so many of our agents have supported their clients and rebooked those affected.”

Aspire Travel said it was liaising with airline and ground partners to support customers who were affected and staff had worked into the early hours of Sunday to ensure all passengers were contacted and updated.

Hays Travel said: “Due to the temporary closure of UAE airspace and related flight suspensions at major hubs including Dubai and Abu Dhabi, our customer service teams are currently experiencing high volumes of enquiries.

“We are prioritising support for customers whose travel is most immediately affected.”   

Travel Counsellors agent Eda Ayyildiz, who had clients due to travel to Dubai on Sunday, praised the “huge team effort” of the homeworking agency to ensure travellers are supported.

“We’ve tracked their flights in real time, liaised directly with the hotel on their behalf and successfully secured a full refund for them,” she said.

“They’ve felt completely supported throughout, which is exactly how it should be in situations like this. With a number of Easter departures coming up, I’ve proactively reached out to all affected clients to reassure them that I’m personally monitoring developments. They know they only need to speak to me, not a call centre, and that I’ll handle any changes or adjustments swiftly and calmly if needed.”

She added: “More broadly, Travel Counsellors across the business have many bookings affected and are working around the clock to assist all of our clients. It’s been a huge team effort behind the scenes, ensuring travellers are supported, rebooked or refunded as quickly and smoothly as possible.

“So while it’s been busy behind the scenes, our clients are feeling reassured and well looked after, which is always the priority.”

In a message to customers, Tui UK & Ireland said: “The safety of our customers is our highest priority, and we are closely monitoring the evolving situation in the Middle East and the latest guidance from the UK Foreign, Commonwealth & Development Office (FCDO). 

 

“Due to airspace restrictions in parts of the region, some flights to and from the UK have been impacted and may experience delays and cancellations. 

 

“If you are due to travel on holiday to any destination within these areas up to and including the 8th March, our pre-travel team will be in contact with you ahead of your departure date.

 

“We are working though bookings in date order and will call you to discuss your options. However, if you would prefer, please call us on 0203 451 2688. 

 

“If you choose to call us, please be aware that we are receiving an exceptional volume of calls and there may be some delay in your call being answered."

 

For holidaymakers in the UAE or Qatar, the company said: “The current advice from the FCDO is that individuals in the UAE and Qatar remain indoors and shelter in place as a precautionary measure. 

 

“We kindly ask that you follow local guidance, remain in your hotel or accommodation and avoid any non-essential travel. 

 

“Our teams are working with our airline partners to monitor the situation and make arrangements to bring you back to the UK once it is safe to do so.”

 

Abta initiated its crisis response team over the weekend to support members in responding to the conflict in the Middle East.

 

The association has circulated 10 operational bulletins to members advising on the latest situation and sharing FCDO travel advice updates and changes. It has also been liaising with members who have operations in the regions affected and the Foreign Office.”

 

Chief executive Mark Tanzer said: “It’s times like these when the importance of booking with a travel agent or tour operator really shines through. We know our members are working extremely hard to help their customers.”

 

Operators including Gold Medal, Travelpack, Elegant Resorts, If Only, Jetset, Inspiring Travel and Kuoni issued statements saying they were closely monitoring developments and supporting agents and clients.  

This article is based on a report originally published on Sunday by Travel Weekly’s sister title for the luxury travel community Aspire.