The Challenge: One of the busiest airports in the world – London Heathrow – unexpectedly shuts down. Global flight schedules are in turmoil. Thousands of travellers are affected and all need to get to and from somewhere. Travel disruption is at its peak.
The Solution: A calm, efficient approach to the challenge from experienced teams, regular communication and reassurance and, ultimately, rebooking flights meant Reed & Mackay’s clients got to where they needed to be despite one of the biggest disruptions to world travel.
The Results:
- More than 2,600 business travellers were supported over three days
- Teams responded to a 267% increase of calls, with an 800% increase between 5-6am on day one
- Teams responded to 209% increase in emails versus business as usual on day one, up 520% between 5-6am
- CSAT (Customer Satisfaction) score: 95%
In the early hours of Friday morning, 21 March 2025, our Global Operations Director Tony Peckham woke to the news that London Heathrow airport – the busiest airport in Europe and one of the top five busiest in the world – was shut down, due to a fire at a nearby electrical substation.
This kickstarted our tried-and-tested global operations protocols for a situation we hadn’t seen since the likes of since the Ash Cloud in 2011.
Tackling major travel disruption
Although Heathrow Airport’s closure was an unprecedented event, Reed & Mackay’s Operations and Client Success teams have decades’ worth of expertise handling travel disruption caused by major incidences. This expertise proves to be hugely valuable when inevitable – and understandable – panic kicks in from business travellers thrown into extraordinary situations.
When the increase in calls and emails hit an all-time high with the Heathrow shutdown – a 267% increase in calls and 209% increase in emails – a difficult situation was soon under control thanks to the team’s calm approach.
“Every single significant travel disruption is different, you just don’t know what you’re going to get. Is the airport fully closed? Are planes under diversion? There are so many different things that can happen that having a calm team is the first element to have in place,” Reed & Mackay Global Operations Director Tony Peckham explains.
“Furthermore, our Operations team always works closely with our Client Success and Marketing teams. This ensures regular updates and messages, always keeping clients in the loop of where their travellers are. It reassures them we’re doing all we can to help them.”
Global teams working together
Reed & Mackay’s 24/7 Incident Management Unit (IMU) had been tracking the incident ahead of any communication from the airport and before the media featured the story. This vital tracking from IMU meant the Operations team could take immediate action.
And, as a global travel management company (TMC), Reed & Mackay’s international teams were ahead of the situation. This global reach means that whenever travel disruption occurs, clients can be confident of a round-the-clock, round-the-world approach.
“As soon as I received that early morning call, I turned to our teams in Australia and UAE. They’d already been working hard on the situation,” Peckham says. “We then ran the first of many reports. These look at how many bookings we had, who was travelling to and from where. For example, we had a large number of passengers travelling out of Germany. I was able to alert our team there to start the day earlier. So even before all the calls come in from travellers, we are well placed to keep everyone calm and help.
“Then, at the end of the UK/Europe working day, we were able to hand over to our US team. We also reviewed the knock-on effect Friday’s disruption would have on the weekend and put strategies in place.”
Reassuring clients every step of the way
Reed & Mackay Director of Global Client Experience Max Hensser highlights not just how important it was to keep clients regularly updated throughout the day but also plan ahead for any other operational issues travellers could encounter.
“We operate 24/7. So we knew there was going to be a significant spike in the operation as people woke up to the news,” Hensser says. “Yet we also knew there would be travellers who were already airborne when the incident happened. And that meant they could end up landing in a different destination, many with no idea of what was happening and some with no visa for the destination they were heading.
“Our initial strategy was to contact those clients we knew had multiple travellers affected. Many of those clients received a personal email by 6.45 that Friday morning. Further communications then informed clients what the plan was over the weekend, including how we had drafted in additional resource to ensure our clients were supported.”
Recognising that regular communication is crucial in these situations, everyone from senior leadership and Operations to Client Success and Marketing across the globe adopted a consolidated approach to keep clients and their travellers updated through the entire incident.
It was a successful strategy. As just one client from the financial services sector says: “Thank you very much to the Reed & Mackay team for your help during [the Heathrow closure] and throughout the weekend supporting us to solve all doubts, issue a plan B and follow up, informing us promptly of everything.”
Delivering the human touch
Travel is hugely emotive. And when considering how some things – beyond anyone’s control – can go wrong, the way in which these situations are handled can make all the difference to business travellers wellbeing and overall experience. Understanding this weaves throughout Reed & Mackay’s DNA.
“Considering the human element in any travel situation is essential,” Reed & Mackay Director of Client Success, Europe, Mark Cooke says. “The Heathrow airport closure was an unknown piece. It wasn’t a situation affecting one or two airlines, it wasn’t weather dependent. So, by keeping connected, having continual monitoring via our IMU, we were always ahead of the situation at every stage of this incident. And we made sure clients, and their travellers, were well looked after, providing the premium service that’s at the heart of everything we do.”
Peckham adds: “I’m proud of what we did and how everyone pulled together. All our teams across the globe fully commit to dealing with these challenging situations.”
The commendations and words of thanks from clients – and a 95% CSAT score – proved a vast majority appreciated the preparation and work of our teams. As another financial services client says of Reed & Mackay’s handling of the Heathrow airport closure: “Your service was truly exceptional – super quick and incredibly helpful and I wanted to make sure you know how much it meant to us. I was genuinely impressed with your dedication and efficiency in handling the situation, which made a significant difference in travel plans.”
Find out how we can support you and your travellers in any situation.
Get in touch
Mail hellouae@reedmackay.com to discuss all your corporate travel and event management needs.
