Exceptional events

We endeavour to make our customers' holidays as relaxing and enjoyable as possible. However, occasionally events beyond our control make this impossible. Thankfully, the proportion of our customers impacted by hurricanes, tsunamis or outbreaks of disease, for example, remains small. Our teams are trained to support those customers and minimise disruption.

This support addresses logistical, physical and emotional needs. For instance, when a holiday destination is hit by a hurricane, we arrange flights home, medical assistance and food.

We have established a communication and escalation procedure across the Group to ensure our effective management of significant incidents that affect our customers. That procedure formed the basis of our business response to the closure of European airspace following the eruption of the Eyjafjallajökull volcano in Iceland – see Spotlight: continuity through the ash cloud.

Within our individual businesses, we also have special assistance teams. For example, our UK Airline, UK tour operations and Condor all have special assistance teams of around 80 employees. These teams are trained by external experts to support not only our customers, but also their family and friends during times of crisis.