Middle East A Month On: What We've Seen, Learnt, and What Comes Next

Five weeks ago, the Middle East airspace shut down overnight. Dubai, Doha, Abu Dhabi; the hubs that carry hundreds of thousands of travellers to Europe, Africa and beyond went offline within hours.  Over a million passengers were impacted globally. 
 
When disruptions hit, our Travel Experts quickly moved into action. We waived change and cancellation fees and got to work. I owe gratitude to our 3,316 people (Flighties) around the world who act as the travel industry’s first responders when a crisis hits. It takes skill, ingenuity, a calm temperament and a fair bit of grit to get the job done.  

Some of you came to us after booking elsewhere, where little support was offered. We are grateful that you turned to us and glad that we can always help. 

As airline policies shifted and airspace maps were redrawn overnight, our support teams & frontline experts stayed calm and focused. They found new routings through America, Singapore, Bangkok and across the Pacific. They spent hours on hold with airlines to protect your bookings. They problem-solved in real time. 

The reviews from the past month tell the story better than I can.

If you've submitted a cancellation or refund request, we are doing everything in our power to expedite the refund process 

There are two queues at play. The first is ours. We're working through a significant backlog of requests and doing so as quickly as we can. The second is the airline's, under the same pressure as us. Middle East carriers are now publicly flagging processing times of up to 28 days from the moment we submit your refund request to them. Their clock doesn't start until we lodge it from our end. 

We know that's a difficult timeline for customers who need those funds to rebook. Particularly right now, when fares on alternative routes are rising and seats are going fast. We have alternative payment solutions available - speak to one of our Travel Experts.  

We know the ACCC is actively monitoring refund rights and aviation impacts across the industry. We take that seriously. Our commitment is to be transparent about where things stand and to keep you informed rather than leaving you to wonder. 

Travel hasn't stopped, but it is adapting. Here's what we're seeing: 

1. Amend, don't cancel. Disruption followed by gradual resumption is a pattern we know well. Most airlines that suspended services are already reinstating flights. If your trip is weeks away, hold your nerve. Cancelling early often forfeits your refund entitlement, and airlines can take up to 12 weeks to return funds - leaving you without the money to rebook. Amending protects both your options and your wallet. 
    

2. You still have a wide range of ways to fly. Travellers are routing through Tokyo, Seoul, Singapore and Bangkok, or across the Pacific via the US. These alternatives offer real choice on airline, price and stopovers. We're even seeing a strong comeback of the classic round-the-world fare.
    

3. Pay in full to lock in your price. As demand shifts to alternative routes, seats are filling up fast, and that's squeezing capacity for everyone, including travellers simply flying direct to hubs like Singapore. Fares are unfortunately higher now than before the crisis, and the full impact of fuel cost increases from February and March hasn't fully landed yet. By booking with Flight Centre, we guarantee the price you lock in is the price you pay. 
    

4. Travellers are thinking differently. Some are pivoting to shorter-haul destinations, or destinations where the exchange rate may be more favourable. Others are swapping road trips for flights and rail - chasing better value. We have seen interest in all-inclusive holiday packages, allowing travellers to control their budget before they travel. Look out for great bundled deals with real inclusions and savings.
   
   Our advice is not to travel less. It's about travelling smarter. 

The world is open. If you're asking whether to go? Go. I certainty still am; to New Zealand, Europe and Hong Kong over the coming weeks. 
 
Book with someone you trust and know what they’re doing, you’re better off having an agent on your side.  

From all of us at Flight Centre, if you’re celebrating Easter or taking some time off, have an amazing next holiday...wherever it may take you.  

Yours in Travel,

Andrew Stark 
Global Managing Director, Flight Centre.