As uncertainty in the Middle East persists, travel agents are having to navigate constantly changing airline disruption policies, while helping clients understand increasingly complex refund and rebooking rules.
Airlines serving the region, such as Emirates and Qatar, have begun narrowing the the travel date ranges for flexible rebooking and refund options. At the same time, some international carriers have come under scrutiny for charging substantial refund fees on fares marketed as flexible.
Lufthansa was recently criticised by the German Business Travel Association for charging additional refund fees of between €400 (R7 500) and €1 500 (R28 250), on routes to South Africa, Mauritius, Seychelles and Asia-Pacific, reported TravelMole.
In a statement, the airline said the flexibility surcharges, introduced earlier this year, were necessary because of the “exceptional circumstances” at the time and announced adjustments to the policy.
While these dynamic policies and surcharges are a pain point for agents, they also demonstrate the value of agents’ expertise, from interpreting airline rules and educating travellers on the fine print, to facilitating changes seamlessly during periods of uncertainty.
Keeping up
Relying on a combination of GDS updates, airline portals and supplier communication, agents are able to keep up with dynamic policies, however consortia’s internal monitoring tolls and channels can offer advisers an edge.
Emilene Rangayah, Director of Emilene’s Travel Services, said: “As things can change very quickly, we regularly monitor these channels throughout the day to ensure we have the latest information before advising our clients.”
Gold Travel Counsellor, Karin Livingstone, also said trade portals and airline webinars were useful sources of information, but Travel Counsellors’ internal communication platforms, offered her the most regular updates.
“Travel Counsellors provides members with airline policy updates as soon as they are received. These updates are distributed via email, published on its internal platform, TC World, and communicated through TC TV, a weekly broadcast from Head Office every Tuesday morning. We also have regular engagement with Head Office through Microsoft Teams meetings,” said Livingstone.
She said these channels proved particularly valuable during the recent disruptions in the Middle East, because they provided timely updates, feedback from airline partners and, essentially, the opportunity to engage directly with Travel Counsellors’ leadership team.
“Advisers were able to ask questions in real time and gain clarity on rapidly changing situations,” said Livingstone, noting that airline webinars offered similar opportunities for engagement.
Policy confusion causes friction
Rangayah added that one of the biggest challenges agents faced when dealing with airline policies was understanding the situations in which a client qualified for a refund or waiver under the airline's policy.
“This is particularly difficult when we encounter itineraries involving multiple airlines, where each carrier has different rules and policies, making changes much more complex,” she said.
Livingstone noted that she experienced the same challenge. “While an airline may offer a refund waiver for its own services, this often does not extend to sectors operated by codeshare partners, as each airline applies its own policies and conditions.”
Additionally, Livingstone found that she could not rely on GDS prompts for updates.
“We primarily operate through NDC channels. However, one of the significant challenges with NDC bookings during periods of disruption is that any amendments often require direct engagement with the airline. This can result in lengthy wait times before assistance is received,” she said.
Managing client expectations
As policies and rules continued to change, communication and transparency were key, said the agents.
“We make sure clients understand that airline policies can change at short notice and that the options available today may change tomorrow. We are upfront about potential risks, limitations, and costs from the outset, and we keep clients informed throughout their journey,” said Rangayah. “By providing timely updates and clear information as situations evolve, clients are able to make informed decisions and avoid unexpected surprises.”
Livingstone explained that she was still advising clients travelling on routes that might be susceptible to disruption, to purchase refundable or flexible fares wherever possible.
“I take time to educate clients on the benefits of these fares and the financial protection they provide. Although flexible fares typically come at a higher cost, they offer greater peace of mind, allowing for refunds or itinerary changes should circumstances change unexpectedly.”
Livingstone emphasised that offering these insights and seamless changes was what made travel agents particularly valuable.
“We help clients navigate complex airline policies, explain the options available to them, and ensure they fully understand the implications of each choice. Once a client has made an informed decision, we can efficiently manage the changes or arrangements on their behalf, providing support and advocacy throughout the process.”
