FRONTLINE


JENNIFER LYNCH general manager of ArrangeMY Escape in Worcester


March didn’t quite go to plan for many


of us. The past few weeks have brought back memories of Covid, when uncertainty, disruption and pressure was the norm. For our team alone, countless


hours were spent on the phone assisting clients and managing a growing list of cancellations and changes. The knock-on effect of disruption in the Middle East spreads quickly across bookings, customers and businesses. And the disruption doesn’t just


affect those travelling immediately. Customers who are currently overseas often face unexpected costs for replacement flights, while those travelling later in the year start to ask if their trips will be impacted. Providing guidance can be incredibly difficult when the circumstances are changing rapidly and information is limited.


KNOCK-ON EFFECTS At the same time, wider global tensions have begun to impact new bookings. When headlines dominate the news, customers pause before committing to a holiday. The result is a challenging combination. Thankfully, our final affected customer is now home, but it has been a nerve-racking few weeks. Travel professionals are used to dealing with complex situations, but that doesn’t mean the emotional impact disappears. Managing anxious clients, navigating unclear


26 26 MARCH 2026 AGENT


Times of crisis raise questions about


travel qualifications and collaboration within the industry


policies and absorbing financial losses can take its toll mentally. Each new challenge demands time, patience and resilience. For small travel businesses in particular, financial losses are significant, and the pressure on staff is immense. This raises an important point: could we work more collaboratively in times of crisis? Greater flexibility from airlines and more proactive communication from operators could make a huge difference to agents trying to protect bookings and support their customers. Another frustration many agents


will recognise is the time spent waiting for support. Sitting on hold for four or five hours during


a crisis is simply unsustainable. Yet if you call to make a new booking, the response time can be dramatically shorter. That imbalance highlights an issue the industry must address if agents are expected to continue managing complex situations effectively.


AGENTS’ EXPERTISE Events like this also highlight the complexity of the regulations we operate under. During the disruption I found myself revisiting the Package Travel Regulations to ensure I was giving the correct advice. These rules can be complex and depend heavily on the circumstances at the time. It brings me back to a point


I raised last year: that travel agents should hold a professional qualification. Travel is often perceived as a sales role, but that is far from the truth. Formalised training, including crisis management, would ensure agents are better prepared when the unexpected happens. Despite the challenges, it is


important to remember why we work in travel. Earlier this year, I had the opportunity to visit Dubai, Abu Dhabi, Doha and Khasab and it reminded me how incredible the Middle East region is. Once stability returns, the industry will undoubtedly work hard alongside airline and hotel partners to rebuild confidence and promote the region again.


IT’S GOOD TO BRING PEOPLE TOGETHER


Amid the chaos of recent weeks, there have been moments that remind us why our role matters. As part of


preparations for our dedicated Magari tour in May, we


recently hosted a pre-departure event for our guests at a local independent Italian restaurant. Working closely with the


restaurant owners, we created a menu of authentic Italian dishes and invited everyone booked on the tour to meet ahead of departure. The aim was simple: to bring the group together, share a meal and build excitement for the journey ahead. The response was incredible. Guests who had never met before were chatting like old friends within minutes. By the end of the evening, several guests were asking where we might travel next.


Clients bond ahead of trip travelweekly.co.uk


MattMatt & Ash ey Ashleyl


Andrea Andrea diary diary


Clare


Clare Helen


Helen Sharon Sharon


Jenniferif


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