Travel firms aim to tackle Middle East forward bookings in date order

Travel firms are focusing on processing forward bookings in date order to support customers – but many reported concerns being raised about future travel due to the crisis in the Middle East .

Companies said they were prioritising clients requiring repatriation and then working through affected bookings chronologically with offers to rebook or refund trips if needed.

Barrhead Travel managing director Nicki Tempest-Mitchell said the agency was “taking each day at a time,” but confirmed a “growing number of calls” from clients due to travel in the coming months to the UAE and Cyprus and also from those seeking general reassurance.

“For many customers, a conversation with their agent provides the confidence they need to continue with their plans,” she added.

The agency has set up a dedicated task force to support staff alongside its 24/7 helpline, while staff worked extended hours and came in on days off to support.

Hays Travel chief operating officer Jonathon Woodall-Johnston said: “Working with our operator partners, we are prioritising support for those who are affected in departure date order.”

Travelpack dealt with around 185 impacted bookings due for departure this week to the affected region or transiting through hubs such as Dubai or Doha.

Head of marketing Joely Charlotte Garland, said: "Thankfully, many of our major airline partners have now issued commercial waivers, which has allowed our teams to swiftly secure full refunds or re-route clients.”

The company said the cost of replacement flights for transit customers was “astronomical” due to a lack of availability.

Kuoni has doubled the size of its customer service team to help agents and clients and called all customers with affected holidays up to March 5 with the option to amend, rebook or refund the holiday cost.

“At times like these we know human contact is important,” said head of trade partnerships Sarah Weetman.

Premier Holidays supported several hundred affected customers. Sales and marketing director Debbie Goffin said: “We’re conducting a full forward booking review over a 72-hour period to ensure any customers due to travel shortly are contacted in advance with their options.”

Oasis Travel creative director Sandra Corkin said clients were “very anxious to get home”, adding: “It is a nightmare.”

Other agents also cited concerns about future travel, with The Travel Network Group reporting “high enquiry volumes”, particularly about travel to or via the UAE as well as Turkey and Cyprus.

Advantage Travel Partnership said customer reaction to the conflict had been “mixed” but stressed it was too early to know the impact on trading longer term. Commercial director John Sullivan said: “What we do know is consumers are continuing to plan and book travel for Easter.”

Martyn Sumners, executive director of Aito, said it had been a “particularly challenging time” for all specialist tour operators and agents.

 
“It’s a good job that they are all experts in their fields and understand how to navigate the complexities that they face with so many different destinations and airlines being affected,” he said. 

 

“All parties have worked extremely hard over the weekend and subsequently to rebook travellers or provide support to them be it pre-travel or in destination.”

Club Voyages founder Sam Ballard and Auria Travel founder Markus Kendall-Young both reported concerns being raised about the UAE, as well as Turkey and Cyprus.

 

World Travel & Toruism Council president and chief executive Gloria Guevara said: "At times such as these, close co-operation between governments and the private sector is essential.

 

“WTTC’s members and partners are working together to prioritise safety, share information and support travellers and communities affected by disruption.

 

"Travel and tourism has consistently demonstrated its resilience in the face of global challenges.

 

“As a vital force for connection, economic stability and mutual understanding, the sector continues to adapt and respond responsibly during periods of uncertainty.

 

“WTTC stands alongside the global industry in supporting safe and responsible travel, while encouraging stability that enables travel and tourism to continue contributing positively to economies and communities worldwide.”