April 4 2025: The recent 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 just the latest in a long line of global travel
disruptions.
These events serve as a reminder that uncertainty is no longer the exception — it’s 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.
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. In the wake of this month’s disruptions,
CT Partners’ members were on the front foot, rerouting travellers, negotiating with airlines, and
solving problems before clients even knew they existed.
At Connections Travel Group, nine clients were directly impacted by the Heathrow closure.
Leveraging its proprietary ConnXus platform, 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.
TAG‘s global operation managed more than 268 disrupted bookings across its client base. The team
immediately scaled up its after-hours agent network across me zones and deployed automated
tools to notify affected travellers. 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.
At Orbit World Travel, more than 35 travellers were caught in the Heathrow shutdown. Orbit
activated a multi-channel response across LinkedIn, EDM and direct calls. Its in-house platform, Orbit
Care, provided immediate visibility of all impacted clients, enabling swiftaction 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.
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 — 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 me 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 ac vated a mul-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 Ma 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.”
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.