“We’ve got your back”: Tim Fitzgerald on supporting travellers through disruption

Travel disruption can happen with little warning. Whether it's severe weather, airspace closures or geopolitical events, travellers are often left facing uncertainty at exactly the moment they need confidence and clarity. 

For Travel Counsellor Tim Fitzgerald, recent disruption across the Middle East has been a powerful reminder of the value of proactive travel management. 

"We've had clients at various stages affected," says Tim. "Some were travelling through Abu Dhabi to the Far East on the very morning before the airspace closures kicked in. Others were due to travel in the coming weeks and were understandably concerned about what might happen next.” 

While business travellers watched events unfold in the news, Tim was already assessing alternative options, monitoring airline updates and preparing contingency plans. 

Because when travel plans change, you need a Travel Counsellor who's already on it. 

Reassurance starts before a problem becomes a crisis

In fast-moving situations, timely communication can make all the difference. Rather than waiting for clients to reach out, Tim and his colleagues proactively monitor developments and keep travellers informed. 

"The most important thing is just saying we've got your back," he explains. "We were keeping an eye on all the airline updates, the airspace closures, what was reopening and what was changing. We were already looking at alternative options for clients before they even needed them.” 

That proactive support helps clients feel reassured that someone is actively managing the situation on their behalf, even before disruption affects their journey. 

Finding solutions at speed

One of the first concerns many travellers have during disruption is whether changing plans will come with an additional cost. 

Fortunately, Tim's experience and relationships with suppliers have helped many clients avoid exactly that. 

“In the case of the Middle East situation, we managed to get clients rebooked on alternative carriers at the same cost and secure refunds on the original tickets," he says. “Being able to say, 'We've already thought about it, we've got a Plan B and you're not out of pocket,' makes a huge difference." 

The power of personal relationships

Travel Counsellors are uniquely positioned to act quickly because they build long-term relationships with their clients and are deeply invested in achieving the best outcomes for them. 

"What sets us apart is our agility to react to challenging situations and do that pretty much instantly," he says. 

For Tim, supporting clients doesn't stop when the office closes. 

"I work in an office, but my laptop comes home with me," he says. "If something happens in the evening or at the weekend, we can react instantly. And if it's the middle of the night, we also have the duty office there to support clients." 

Staying calm when others panic

In periods of uncertainty, clients don't just need information. They need perspective. 

"Sometimes people can overreact because they're worried, but actually being that calm, measured expert is what a client needs”, says Tim.  

By cutting through the noise, assessing risks and advising on the best course of action, Travel Counsellors help businesses make informed decisions without unnecessary stress. 

Building resilience before you travel

While no one can predict what could do wrong when it comes to trips, businesses can take steps to ensure they're better prepared when challenges arise. 

At Travel Counsellors for Business, we help organisations assess how resilient their travel programme is and identify opportunities to strengthen support, duty of care and disruption management. 

Our Travel Resilience Check is designed to help companies understand how prepared they are to respond when plans don't go as expected. It’s free, quick, and will help you to see where your current set-up could be putting your employees and your bottom line at risk.  

Or, if you'd like to discuss how our travel experts can support your business, we'd love to hear from you. Get in touch today.