We’re always on – our support in a crisis

When Heathrow Airport closed unexpectedly due to a fire back in March, hundreds of business travellers across the globe found themselves facing instant chaos. Flights cancelled, connections missed, and critical meetings suddenly in jeopardy. Yet, for business travellers using Travel Counsellors for Business, disruption was met with reassurance and expert action.  

This blog reveals just how vital a personalised travel management company (TMC) can be in a crisis. You’ll see first-hand stories from recent Heathrow closures and discover why professional 24/7 support is not just a luxury, but a necessity for every business traveller and corporate travel manager. 

Action before dawn 

When Corporate Travel Counsellor, Clare Bennett, got a notification that Heathrow was closed at 5am, she armed herself with a vat of coffee and began letting her clients know about the disruption. She had a large number of travellers due to return from business trips and conferences – but by 8pm, she had all her clients moved onto new flights, with WhatsApp groups set up to keep them informed every step of the way.  

Clare said; “I managed to book alternative flights for one of my clients while he was still in bed, as he really needed to get home by Saturday morning. He was so happy to be on a flight and making his way home. He said some of his peers had to wait until Monday to return home – missing out on family time while incurring additional expenses. When you’re travelling for business, it’s essential to know that your time is not going to be spent trying to resolve issues when they arise. That’s my job.” 

Different sectors, different locations, same goal 

For Chris Donovan and his team, the Heathrow incident meant disruption to four of his clients across the energy, fashion, gaming, and software industries. But for Chris, there was simply one goal – to get them all back on track with their travel plans.  

Speaking of his speedy response to the crisis, Chris said: “One of my clients had a team heading to Bali, and they needed to be there by Monday. As all flights from the UK were full, we thought outside the box to offer them an alternative solution. We booked them into a hotel near St Pancras, then onto the first Eurostar to Paris, with their flight re-routed from Charles De Gaulle. The result? A very happy client who felt looked after from start to finish. 

“When things get a bit chaotic, the need for quick and clear communication is vital. We focused on all communication via WhatsApp, allowing for instant updates and no stress. This is what we do – 24/7.  

Other examples of going beyond from our caring community of business travel experts 

• Kelly Ryan had her clients rebooked before 8am – while others were still stuck on hold 

• Daniel Henry Adams and his colleagues worked all through the night to reroute travellers seamlessly 

• Samantha Avis had her clients moved onto different flights and transfers before they were even aware there was an issue 

• Cat Rainey had her clients rebooked and enjoying their morning coffee within an hour of finding out about the disruption 

Choose confidence over chaos 

Airport closures, adverse weather, strikes, or natural disasters... disruption is part and parcel of business travel. The difference lies in how you respond. With Travel Counsellors for Business, you gain a partner who is “always on” — so you never face a crisis alone. 

If your business travel programme needs trusted support, expert action, and genuine care, talk to us today. Discover how Travel Counsellors for Business keeps companies moving, whatever the challenge.