Agents and operators have sprung into action to help passengers caught out by the closure of Heathrow airport today, leading to hundreds of flights being cancelled or diverted and passengers stranded around the world.
A huge fire at an electrical substation near the airport caused a power outage in the early hours of this morning, forcing Heathrow to shut until at least midnight tonight and warn of more disruption over the next few days.
Passengers have been told not to travel to the airport and flight tracking website FlightRadar24 said 120 Heathrow-bound flights that were already in the air when the closure was announced have either had to divert or turn back. At least 1,351 flights to and from Heathrow will be affected.
While people who booked direct have been posting on social media complaining they’ve been unable to get through to online travel companies, particularly early this morning, agents have been working to rebook clients, with the help of operators.
Hays Personal Travel Consultant Kath McDonald posted on Travel Gossip’s Facebook group early today to ask tour operators to post their emergency numbers. “Let’s make life easy today,” Kath urged.
Among companies quickly responding to Kath’s request were Gold Medal and sister brands Incredible Journeys, Cruise Plus and Pure Luxury, as well as Kuoni, Riviera, First Class Holidays and ITC.
First Class Holidays Head of Sales Paula Martin posted to say: “Our fab team have already made contact with any bookings affected by LHR today but be assured we’ve got your back. Reach out to us if we can help with anything – good luck everyone.”
Riviera Travel said it was in the process of contacting affected agents and making alternative arrangements, while Kuoni said: “Our operations team are already on the case and will be contacting all affected inbound and outbound clients and agents in order. Thank you for your patience.”
ITC Travel Group Business Manager Samantha Morris said: “ITC have been in contact with clients travelling this morning already and we are now in contact with the rest of today’s departures, any questions if you have any bookings with us please DM me.”
Agency group Premier Travel said it is ‘working swiftly to support customers’ adding there will be ‘significant disruption anticipated over the coming days’.
A spokesperson said: “Our operations team pulled an updated Weekly Departures report first thing this morning to identify all impacted bookings. This information has been shared with our branches to ensure a coordinated and efficient response.
“We are in close contact with our airline and supplier partners to understand the measures they are putting in place to assist affected passengers. Our dedicated team are actively reaching out to customers to provide updates, offer reassurance, and explore alternative travel arrangements where possible.
“Our priority is to ensure that our customers are supported and informed during this disruption. Our experienced team is on hand to provide guidance and help minimise inconvenience wherever possible. We are closely monitoring the situation and will provide further updates as we receive more information from our suppliers and partners.”
Scottish agency Munro Travel said Heathrow’s closure is expected to have a knock-on effect across the wider UK and international network, particularly over the weekend. It told passengers to ‘review all travel plans’ involving Heathrow.
Managing Director Murray Burnett said: “The situation at Heathrow is evolving, and we are working closely with clients, airlines and partners to reroute or rebook affected travellers and minimise disruption to essential crew movements.
“We are working round the clock to support our clients and crews in maintaining operations safely and with as little interruption as possible.”
The SPAA said today’s chaos was a reminder to the public of the advantages of booking with a travel agent.
“When things go wrong, having a travel agent on your side can make all the difference,” added the SPAA spokesperson. “We’re hearing from SPAA members across Scotland who are working hard behind the scenes today to rebook clients, secure alternative routes, and ensure minimal disruption to travel plans. If you’ve booked through a professional agent, you’re not facing the stress alone.”
See also: Heathrow warns of ‘significant disruption’ for several days
