Behind the scenes: How we respond when travel disruptions strike

How our team acted quickly to support customers, navigate disruption, and bring travellers home safely during the Middle East crisis. 

When you travel with us, you’re trusting us with something special: your time, your memories, and often a long-awaited trip. That responsibility doesn’t begin and end with a booking confirmation. 

When news of the recent conflict in the Middle East broke, our first thoughts were with those directly affected. At the same time, our focus quickly turned to the people who matter most to us: our customers travelling in the region, our travel agent partners, and the teams working around the clock to support them. 

Here, our Chief People and Customer Officer, Ian, shares how we responded, the steps we took to keep our customers safe, and why moments like this show what really matters in travel. 

The first hours: Eyes and ears open 

As a tour operator with customers travelling somewhere in the world every single day of the year, you never really switch off. From the moment the news broke, I was in contact with our operational teams and monitoring the situation closely, including tracking live aircraft movements on FlightRadar24 (an occupational habit). Years of experience in travel operations gives you a feel for when something doesn't look right, and this was one of those moments. 

When reports emerged of attacks on Dubai and Abu Dhabi, it was clear this was becoming a broader and more serious situation. Having spent six years working for Emirates and knowing those skies well, I reached out to contacts in the region, both to check on friends and to get a clearer picture of what was unfolding at three of the world's most critical aviation hubs: Dubai, Abu Dhabi, and Doha. 

When the FCDO Advice changed 

The following day, the Foreign, Commonwealth & Development Office (FCDO) updated their travel advice, advising against all but essential travel to the UAE and Qatar. One of the first things I needed to clarify, for our customers and our travel agents, was whether this advice applied not only to people staying in those destinations, but also to those transiting through them. The answer was yes for customers travelling outbound, but exceptional circumstances meant we could route via the Middle East to bring stranded customers home. 

We engaged immediately with our industry contacts at ATAS (Association of Touring and Adventure Specialists) and ABTA (Association of British Travel Agents) to validate our position and ensure we were acting in line with the very latest official guidance.

 

 

Our incident management plan: Three pillars, one priority 

With the situation escalating, we activated our incident management plan. Everything we do in a crisis is guided by three pillars, in this order: 

• Customers: Are they safe? Do they have what they need? 
• Partners: Are our travel agent partners informed and supported? 
• Commercial: How do we protect the business sustainably? 

That order is deliberate. The commercial questions only get answered once we know our customers are safe and our partners are in the picture. 

Getting our customers home 

Our immediate focus was on customers already on holiday who were now unable to travel home. The closure of Dubai, Abu Dhabi and Doha, three of the world’s busiest transport hubs, created enormous pressure on flight availability almost overnight. Quite simply, there were no seats. 

We worked around the clock to secure accommodation and find alternative routing. Every decision we made was grounded in the law and guided by what our customers needed. I'm proud to say that all of our customers are now safely home. 

One moment that particularly stands out: we sent a team to the airport to personally welcome back a group of 34 customers returning from Vietnam, who finally made it home six days late. That's not a policy. That's just the right thing to do. 

Supporting forward bookings 

For customers with upcoming travel, our focus was equally clear: act in line with FCDO advice, reroute onto alternative flights where possible, and offer the flexibility to reschedule to alternative dates. We’ll always do right by our customers, and we will always keep travel agents informed so they can do the same for theirs. 

What this says about us 

We operate in an industry that carries real responsibility. We take people to extraordinary places, often the trips of a lifetime, and with that comes a duty of care that goes far beyond the booking confirmation. 

Situations like these are a reminder of why having an experienced, dedicated team matters. They are the ones at the sharp end, making calls at midnight, finding that one available seat, meeting customers off a plane after an unexpectedly long journey. We’re incredibly proud of them. 

If you have any questions about your booking, current FCDO advice, or how we handle situations like this, please don't hesitate to get in touch. We're here. 

Newmarket Holidays is with you every step of the way  

Travel will always come with the unexpected, but when you choose the right tour operator, or use the services of an experienced travel agent, you’re never facing it alone. 

From carefully planned itineraries to dedicated support teams and robust crisis management processes, we work hard to ensure every customer feels supported before, during and after their journey. It’s just one of the many reasons thousands of travellers trust us with their holidays every year. 

If you’re planning your next adventure or are uncertain about your future travel plan, our friendly, experienced holiday planners are on hand to offer the latest advice and support. They can also help select the perfect, expertly planned escorted tour for you, so that you can rest assured that whatever might happen, your travel dreams are in safe hands. To browse our entire collection of worldwide holidays, visit our dedicated destination page.