When disruption began to unfold across the Middle East in recent months, we knew straight away that our travellers would need quick action, whether that be reassurance, an alternative route, or the quickest possible flight home.
At Hannon Travel, this is exactly what we prepare for and the type of situation where our team really comes into its own. As soon as the first alerts came through, we implemented our ‘all hands’ emergency travel approach, bringing the team together with a clear focus: to make sure every impacted traveller was contacted with the offer of support.
Thanks to our SafeToGo™ technology, provided by industry leader, Magnatech, both our team and our clients have instant visibility of all travellers on the move through interactive risk maps, showing where passengers are at any given time. At our fingertips we had the information we needed to ensure we connected with every in-flight traveller.
Acting Quickly and Keeping Everyone Informed
As is always the case in a crisis, it was a team effort. Updates were shared internally straight away so everyone understood the situation and what needed to happen next.
We began communicating with clients and travellers. Emails were issued, updates were shared across our social channels and we picked up the phone to speak directly with passengers who were on the move.
Behind the scenes, our consultants were identifying impacted bookings, prioritising those who were in transit, and passengers due to travel within the next 48 hours.
First priority
Our first priority was simple: get in touch, offer reassurance, understand their exact location and discuss what they need to do next. For Irish and UK passengers, this involved registering with the Department of Foreign Affairs or the Foreign, Commonwealth & Development Office (FCDO), for example.
We reached out directly to passengers who were inflight or en route, ensuring they had the latest information as soon as they landed or arrived into their next airport.
Every interaction was handled personally. Our team members explained what was happening and what we were doing behind the scenes to help.
This included:
- Reminding travellers to follow government advice.
- Letting them know if they should register their presence with authorities.
- Advising them what to expect at airports or during connections.
- How we would support them in getting home or continuing their journey.
- Who to contact and reassuring them that we are 24/7 and can always take a call.
Government Advice and Airline Updates Consistently Monitored
Throughout the disruption, we closely followed updates from the relevant authorities and our airline partners in the region.
This allowed us to guide travellers, particularly around safety, local conditions and the importance of registering their presence. We consistently emailed clients throughout this period – daily where needed.
Around the Clock Support
We always provide 24-hour support, but during situations like this, it becomes much more than that.
Our team stayed close to every case, keeping travellers updated as things changed. There was always someone available who understood the situation and could take action immediately.
It is not just about being available, it is about being genuinely helpful and responsive when people need it most.
Keeping Trips Moving
As the situation developed, we worked to help travellers move safely and with as little disruption as possible.
This meant:
- Securing seats on the next available flights.
- Finding alternative routes when plans changed – in some cases adding transfers where flights at their location were unavailable.
- Keeping travellers informed as new options became available.
- Supporting both returns home and onward journeys.
Each traveller’s situation was different, and our teams worked carefully through each one to find the best possible outcome.
This was just one of many kind words we received from passengers.
“We wanted to extend our heartfelt gratitude for going above and beyond to help get us all home. Knowing you were on the case gave us a real sense of reassurance during what was an incredibly uncertain and frightening time . Thank you so much.”
Keeping your team safe during difficult times
While we are always here to support when disruption happens, preparation before travel can make a real difference, particularly during periods of uncertainty.
We encourage all travellers to:
- Check the latest travel advice for their destination through their local department of foreign affairs before departure.
- Understand entry requirements, local conditions and any potential risks.
- Register their travel plans where recommended.
- Keep contact details easily accessible.
- Download the Hannon Travel app.
- Know who to contact within their organisation if support is needed.
Having this information to hand helps travellers act quickly and confidently if plans change.
Outcomes
Reflecting on the period, we are proud to say:
- We repatriated hundreds of passengers home, working closely with our airline partners and network.
- All in flight passengers were contacted within 24 hours.
- Clear and consistent communication was maintained throughout the period.
- Our guidance was aligned with government advice at all times.
- And at a personal level, our passengers felt supported and cared for – something that is always a priority for us.
Why choosing the right TMC is vital
Travel disruption can be unpredictable, but the way it is handled makes all the difference.
We focus on being there for our travellers round the clock, regardless of the situation, making sure they have the right information, the right support and someone they can rely on at every stage of their trip.
If you are reviewing travel management companies at the moment, it is worth asking one simple question: what happens when things go wrong?
Because it is in those moments that the difference between providers becomes clear.
Need support with company travel management?
Get in touch at info@hannontravel.com and tell us more about what you need from your travel manager.
