CT Partners members mobilise to rescue clients when travel chaos hits
29 APRIL 2025: The total blackouts in Spain, Portugal are just the latest events to cause chaos for hundreds of thousands of travellers.
It’s an increasing reinforcement of the value of using a travel advisor.
Members of Australia’s leading network of independent Travel Management Companies, CT Partners, are again working around the clock to support clients caught up in the latest incident, the latest in a frequent stream of travel challenges.
CT Partners members recently rescued the travel plans of several hundred clients through cutting edge technology and deploying after-hours teams following London’s Heathrow Airport power outage and the Indonesian volcanic disruption.
TAG’s global operation managed more than 268 disrupted bookings, Orbit Travel Group assisted 35 clients while Connections Travel Group assisted nine travellers, providing alternative travel options before many even became aware of the disruptions.
The power outage at London’s Heathrow Airport, which brought one of the world’s busiest aviation hubs to a standstill, and the volcanic ash cloud across Indonesia that caused widespread cancellations in Southeast Asia, are reminders that uncertainty is no longer the exception. It’s now the norm in modern travel.
In this environment, the decision to partner with a trusted, professional Travel Management Company (TMC) is more important than ever. As this month’s disruptions unfolded, CT Partners’ members were on the front foot, rerouting travellers, negotiating with airlines, and solving problems.
CT Partners, Australia’s leading network of independent TMCs, represents the country’s most capable and connected travel companies, trusted by businesses and high-value travellers to keep them informed, supported, and mobile when plans change.
TAG's team immediately scaled up its after-hours agent network across time zones and deployed automated tools to notify the 268 affected travellers across its global operation. One client, still asleep in London as the crisis unfolded, awoke to a detailed summary of options: wait for Heathrow to reopen or transfer to Manchester to depart. Armed with clear, timely information, the traveller was able to make a stress-free decision.
Orbit World Travel activated a multi-channel response across LinkedIn, EDM and direct calls to assist more than 35 travellers caught in the Heathrow shutdown. Its in-house platform, Orbit Care, provided immediate visibility of all impacted clients, enabling swift action on rebookings, accommodation and cancellations. The team also secured airline waiver codes to eliminate financial penalties and ensure seamless support through their After-Hours team.
Connections Travel Group leveraged its proprietary ConnXus platform to assist nine clients impacted by the Heathrow closure. The team was able to proactively alert travellers and adjust itineraries often before passengers were even aware of the unfolding situation. For two executives from a national sporting body, a diverted flight from Doha to Frankfurt could have caused major stress. Instead, Connections Travel rerouted them to London the next day with minimal delay and full support.
These examples demonstrate the real-world value of working with a CT Partners member. While disruptions like these may be outside anyone’s control, the response is not. CT Partners members are proactive, responsive and trusted and ready to act at a moment’s notice.
With more than $2 billion in annual transaction value and over 2 million travellers supported each year, the CT Partners network delivers what today’s travel landscape demands: foresight, experience, and 24/7 service when it matters most.
Quotes from Andre Moten, Chief Commercial Officer, Connections Travel Group www.connectionstravelgroup.com
“Disruptions are no longer rare occurrences – they’re part of today’s travel landscape. Whether driven by capacity constraints, severe weather, or geopolitical issues, these events demand an immediate, informed response. During the recent closure at London Heathrow, nine of our clients were directly impacted.”
“Thanks to our proprietary platform, ConnXus, we were able to proactively alert travellers, provide timely updates, and adjust itineraries where needed – often before passengers were even aware of the situation.”
“This level of service is only possible through investment in real-time tracking technology and a dedicated, in-house after-hours support team that isn’t outsourced or offshore. As travel volatility continues, working with an experienced, accredited Travel Management Company like Connections Travel Group ensures our clients have both foresight and support when it matters most.”
Quotes from Baris Celik, Director of Operations APAC, TAG www.tag-group.com
“The Heathrow shutdown impacted more than 268 of our client bookings globally — a stark reminder of how unpredictable international travel can be. As soon as we became aware of the disruption, we ran a booking report to identify affected travellers and immediately scaled up our after-hours agent network across time zones to meet the surge in demand.”
“Our product support team reviewed all airline websites to understand their change policies and what was covered. This information was shared with the agents to ensure they had the most current details available. Additionally, we deployed our automated tool that scans all bookings and notifies travellers of any affected reservations, allowing us to act before many travellers even realised their plans had changed.”
“Disruptions like these are no longer the exception — they’re the reality of modern travel. It’s in these moments that the true value of a Travel Management Company becomes clear. We don’t just manage bookings — we manage outcomes, ensuring businesses and their people stay supported, informed, and mobile when it matters most.”
Quotes from Lisa Story, Founding Partner and Director, Orbit World Travel www.orbitworldtravel.com.au
“We had over 35 travellers directly impacted by the Heathrow closure, with flights delayed, cancelled or rerouted. We activated a multi-channel response — sending immediate updates via LinkedIn and EDM and contacting affected clients directly. For those already overseas, we arranged rebookings, accommodation or cancellations as needed.”
“We also secured airline waiver codes to eliminate financial penalties and briefed our After-Hours team with traveller reports and policy updates to ensure seamless, 24/7 support. Through our Orbit Care platform, we had full visibility of all affected travellers and could act quickly.
“While I anticipate that travel disruptions will remain a feature of the industry due to weather events, technical issues and broader global factors, I do not expect large-scale airport shutdowns to become a regular occurrence. Heathrow-style closures remain relatively rare, and operational resilience has improved. That said, with airlines and airports operating near or at full capacity, the industry must remain agile and prepared to respond to increased pressure on systems, supply chains and infrastructure.”
Quotes from Matt Masson, CEO, CT Partners www.ctpartners.com.au
“The recent shutdown at Heathrow and ongoing disruptions in Southeast Asia have once again highlighted why experience, technology, and service matter in travel. These events are confronting for travellers, but they are exactly the moments when our members shine.”
“Whether it’s rerouting flights mid-air, managing waiver codes, or communicating rapidly across time zones, our members consistently step up to support their clients. It’s not about reacting. it’s about being ready.”
“CT Partners members are independent, agile and deeply experienced. When businesses choose to work with them, they gain a true travel partner, one that delivers outcomes, not just bookings.”
Key Facts:
About CT Partners
Founded in 2004, CT Partners stands out as Australia’s leading independently owned travel-buying network, consistently championing the interests of its members by passing through 100% of supplier payments and driving innovation. CT Partners’ members are 32 of the most successful independent corporate-travel-management firms, events companies and premium-leisure agencies and represent the third largest buying group in Australia, with TTV in excess of $2B in FY24. Each year, CT Partners member businesses look after the needs of more than 2 million travellers.
Contact details:
LJ Loch 0488 038 555 or [email protected]