CT Partners highlights critical role of management on Global Travel Advisor Day

With Global Travel Advisor Day marked worldwide on 7th May, CT Partners - Australia’s leading network of independent Travel Management Companies (TMCs) - is spotlighting the essential role its members play in helping Corporate Australia navigate disruption, safeguard employee wellbeing, and ensure continuity of operations when plans go awry.

From total airport shutdowns and volcanic ash clouds to delayed departures and cancelled connections, travel volatility has become a defining feature of modern corporate mobility. And in this unpredictable environment, the ability to act quickly and decisively is a competitive advantage especially when it comes to managing credits, delays, and duty of care obligations.

Recent events, including the blackout at London’s Heathrow Airport and widespread airspace disruptions across Southeast Asia, left hundreds of thousands of travellers stranded or rerouted. But for clients of CT Partners members, the impact was significantly reduced.

CT Partners members responded immediately including Orbit World Travel which redeployed its After-Hours team and leveraged its proprietary platform to identify impacted clients in real time; TAG which scaled its global after-hours agent network and deployed automated notification tools for over 268 disrupted bookings; and Connections Travel Group which proactively rerouted executives before they were even aware of the problem.

With more than $2 billion in annual transaction value and over two million travellers supported each year, CT Partners is trusted by Australia’s most discerning organisations to deliver resilience, speed and service when it matters most. Whether it’s securing waiver codes, navigating complex supplier terms, or maintaining 24/7 visibility of traveller locations, CT Partners members are enabling businesses to meet their obligations and keep their people safe.

Matt Masson, Chief Executive CT Partners noted “Global Travel Advisor Day is a timely reminder of the critical role travel professionals play in Corporate Australia. As disruption becomes a permanent feature of the travel landscape, more and more businesses are turning to accredited, professional travel management companies to help them manage risk, safeguard their people and deliver continuity.

“These aren’t just services. they are strategic functions. From rerouting flights mid-air and managing complex credit systems to maintaining real-time visibility of employee movements to ensure duty of care, CT Partners members deliver outcomes and support to corporate Australia, not just itineraries.

“Our network is made up of independent, experienced businesses that are deeply invested in their clients’ success. This day is about recognising their value and the trust that Corporate Australia continues to place in them.”

Andre Moten, Chief Commercial Officer, Connections Travel Group added “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 for example nine of our clients were directly impacted. 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.”

Baris Celik, Director of Operations APAC, TAG added “The Heathrow shutdown impacted more than 268 of our client bookings globally and was 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 time 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.”

Lisa Story, Founding Partner and Director, Orbit World Travel shared “we had over 35 travellers directly impacted by the Heathrow closure, with flights delayed, cancelled or rerouted. We activated a multi-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.”

About CT Partners
Founded in 2004, CT Partners is 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 and premium-leisure agencies and represent the third largest buying group in Australia, with TTV in excess of $2 billion in FY24. Each year, CT Partners member businesses look after the needs of more than two million travellers.

https://ctpartners.com.au/

Image. Credit: Connections Travel Group – an accredited Travel Management Company that ensures clients have both foresight and support when it matters most.