From chaos to control: Our response to the LHR fire
On Friday 21 March, an unexpected fire broke out at London Heathrow — the world’s fifth busiest airport — forcing part of the terminal to shut down and sending ripples of disruption through the global travel network.
For thousands of travellers, the result was delays, cancellations, and chaos.
For Corporate Traveller clients, it was a completely different experience — with expert travel support they could count on, round-the-clock assistance, and real-time solutions when it mattered most.
This is When a TMC Proves Its Value
When a major travel disruption strikes, the real test isn’t just how fast you can book — it’s how well your people are supported when the unexpected hits.
Whether managing travel in-house or relying on tech-only platforms, many businesses faced a scramble during the Heathrow fire: long call queues, minimal communication, and rising stress — a stark contrast to the calm, connected experience Corporate Traveller clients received through trusted, human support.
At Corporate Traveller, our Emergency Assist team was ready, immediately jumped into action, showcasing the kind of agility, dedication, and care that defines who we are.
Rapid response, real results
From 6pm on Friday through to 8:30am on Monday morning, our Emergency Assist team fully took the reins, ensuring continuous, high-quality support throughout the disruption.
- We more than doubled our usual weekend support capacity on Saturday — scaling up from 7–8 team members to 15.
- Additional day team members and out-of-hours staff voluntarily stepped in to extend coverage.
- Despite high volumes and heightened pressure, our team maintained a service level that speaks volumes: 93% of calls were answered in under one minute.
This wasn’t just about answering phones quickly — it was about providing peace of mind and real-time solutions when travellers needed it most.
Keeping travellers moving
While the incident caused unavoidable disruptions, our customers were never left in the dark. Thanks to proactive communication and real-time problem-solving, we helped travellers rebook flights, navigate delays, and continue on with their journeys as smoothly as possible.
Our systems made it easy to ramp up support fast, and the team jumped in — not because they had to, but because they genuinely wanted to help. That’s the kind of commitment that really sets us apart.
More than a team – a safety net
What happened at Heathrow was a reminder that travel can be unpredictable. But it also proved something else: Corporate Traveller is a partner you can count on — no matter what.
We’re proud of how our Emergency Assist team responded, and we want to take a moment to say a big thank you to every team member who jumped in, stayed late, took extra shifts, and made sure our customers felt supported through it all.
When the unexpected happens, it’s not just about getting from A to B — it’s about knowing someone’s got your back. That’s what we do best.
The story in numbers – at a glance:
- 93% of calls answered in under 1 minute
- Weekend support nearly doubled from 7–8 to 15 team members
- Entire response from Friday 6pm to Monday 8:30am handled by our Emergency Assist team
- Result: customers supported, disruption managed, travel kept moving
We’re here for you anytime, anywhere.
If you have any worries please speak to the team today.
