From the outset, it was clear this was going to need a huge amount of coordination and quick thinking.
Gina was on emergency call that Saturday, first in line for the wave of enquiries, instantly making last-minute amendments while James and I took stock of the events unfolding and the wider team got into gear.
Our emergency dashboards and workflows allowed for critical information to flow quickly and team members to secure the impossible at times. Daniel and Kirstin, our aviation heroes, worked through call after call reissuing tickets, finding alternative routes and processing refunds into the early hours. Sophie led our reservations team through a week of constant, high-adrenalin problem solving, supported right across the business by colleagues from all departments - everyone ready to help wherever they were needed.
There were countless individual situations, each with there own challenges. From bringing a single passenger back from Australia via 'the world', to making last-minute adjustments within hours of travel and extending stays until alternative routes home could be found. Even arranging a chauffeur, door-to-door transfer home for a vulnerable solo traveller from London to Newcastle after a month of travel in India and Sri Lanka. Although all required a different approach, the focus throughout remained the same; do the right thing, look after people properly, fulfilling our duty of care and repatriating clients as soon as possible.
Individually, some of these might have seemed like small details, but for the people involved, they mattered hugely and that’s what stayed front of mind throughout.
The days were long and, at times, relentless, but there was also a real sense of energy across the team. A shared focus on finding solutions and making things work. It was exhausting, but also, in a different way, quite rewarding. The kind of satisfaction that comes from working together to solve problems, finding flights, hotel spaces and knowing you have got people back to their homes and loved ones safely.
What stood out most, though, was how everyone approached it. Joining together, getting on with what needed to be done, supporting each other and stepping in wherever anyone could. Others not directly involved showed up, wanted to be around and made themselves available without being asked. It was a real team effort in every sense.
There are too many individuals to mention, but you know who you are and I hope you know how much you are appreciated.
To our agents, thank you. The way you responded, the care you showed and the effort you put into looking after your customers throughout has not gone unnoticed. We know how much trust is placed in you, and in turn in us, and our role is always to support that, whether that’s getting people home safely, protecting plans or helping you find a way through when things don’t go to plan.
I also want to acknowledge our supplier partners, particularly those in the Middle East who are dealing with a very difficult period. Our thoughts are with you, and we’re very grateful for your continued support and partnership.
These have been tough weeks for everyone involved and certainly not a moment for self-congratulation. But with people now home safely and plans back in place where possible, it felt right to pause and recognise the care, effort and commitment that’s gone into getting us here.
We will continue to do what we’ve always done, support our agents and work through whatever comes next, together.