The Travel Industry’s Approach to Handling Emergencies
The travel industry has always had to deal with unexpected situations. While some sectors have developed robust strategies for managing crises, others are still learning how to navigate the complexities of unpredictable events. Airline cancellations, natural disasters, and political unrest can throw even the most well-planned trips into disarray, especially when travelers are competing with others for alternative arrangements.
In today’s increasingly unstable world, it’s hard to match the organizational strength of established travel companies. Their experience was sharpened during the coronavirus pandemic, and a 2020 High Court decision that held a tour operator responsible for customer “disappointment and distress” over a disrupted holiday further emphasized the importance of preparedness.
Dealing with Airline Disruptions
Airline disruptions are often one of the biggest challenges for travelers. Dennis Bunnik, joint chief executive of Australian company Bunnik Tours, explains: “It’s important to act quickly as there’s a mad scramble for seats.” For those who have flights booked as part of a package, the situation is more manageable. “Tour companies have in-house airfare expertise and strong and deep relationships with airlines,” says Bunnik.
In March, when Gulf airlines were first impacted by the Iran crisis, Bunnik Tours quickly coordinated local contacts in Egypt and Jordan, then set up a crisis management team so all information was channelled through a central point. This allowed them to quickly produce a full report on which tours and passengers were affected, enabling their emergency assistance team to contact customers for reassurance.
“As we controlled the flights in our system, we were able to make alternative arrangements, which also extended to passengers due to depart in the following weeks,” says Bunnik.
Advantages of Tour Companies
Tour companies have several strengths when it comes to handling emergencies. They can monitor disruptions in real time and usually have established contingency plans. Sarah Higgins, global brand manager for World Expeditions, adds: “There’s also reassurance in out-of-hours assistance and in having a dedicated leader with you on the ground to manage logistics and communication in emergencies.”
These advantages allow tour companies to adjust early by rerouting itineraries or postponing departures. “We take on the administrative burden and decision-making, so travelers aren’t left trying to navigate complex changes on their own,” she explains.
For more minor issues, guides and tour leaders have standing authority to alter tour itineraries when circumstances merit it, such as changing the sightseeing order on any given day—for example, because of adverse weather.
Managing Major Climate Events
More serious climate events require greater solutions. In November 2025, when central Vietnam experienced serious floods, Bunnik Tours’ product team was able to come up with a new itinerary to replace the planned program in flood-affected regions. Such changes don’t have to derail the holiday.
“Our customers enjoyed some niche experiences and loved Ninh Binh, not included in our regular itinerary,” says Bunnik. “They were paddled down the Ngo Dong River in sampans amid karst mountains and rice fields.”
Consumer Guarantees and Compensation
If all else fails, consumer guarantees entitle customers to compensation for delays, changes, and cancellations. If replacement services aren’t provided within reasonable time, alternative services or refunds must be offered—something tour companies with an eye on customer loyalty ought to provide as a matter of course.
