Expert Crisis Management by Direct ATPI 

Expert crisis management is the key to ensuring smooth and uninterrupted travel. At Direct ATPI we pride ourselves on our ability to respond swiftly and decisively when the unexpected happens. This article highlights how Direct ATPI has successfully navigated major crises, including the Heathrow fires, the CrowdStrike breach, and Storm Darragh. This reinforced our commitment to keeping travellers safe and operations running smoothly. 

“As a senior leader in our business, I’ve discussed our proactive crisis management protocols with hundreds of companies, however experiencing them firsthand during the Heathrow fires makes me extremely proud of the expert team we have here at ATPI. The team were looking at alternative flights while I was still in the air and got me home safely when my flight was rerouted mid-flight. Working in travel we know that the unexpected can happen at any moment, and having a stringent process to ensure minimal disruption to operations and travellers is essential. ATPI are experts in crisis management across all sectors.” – Katie Skitterall, Direct ATPI’s Group Commercial Director and traveller affected during the Heathrow fires 

As a leading travel management company, Direct ATPI is committed to providing seamless travel solutions, no matter the circumstances. With services like Traveller Tracking, Duty of Care, and 24/7 support, we effectively manage and mitigate unforeseen events. Our preparedness has allowed us to handle multiple crises over the past year with swift and effective solutions. Ensuring the safety and support of our travellers alongside industry-leading call times and service, no matter what. 

Heathrow Fires

In March 2025, fires broke out close to Heathrow Airport which affected the airports power, leading to massive disruptions. This included flight delays, cancellations, and a temporary shutdown of Europe’s busiest airport for almost 24 hours. Airlines cancelled over 1,300 flights, disrupting travel plans for more than 200,000 travellers. Many of whom were stranded or rerouted to alternative destinations. Furthermore, two ATPI Senior Leaders also experienced travel disruptions while travelling.

Our Response

Our 24/7 Team were on the news as it broke, immediately activating our crisis management protocol and delivering rapid communication. The team managed calls, emails, and global support to handle enquiries. This ensured service levels stayed high and travellers received real-time updates on flight statuses and alternative arrangements. Our agents worked tirelessly with airline partners to rebook flights, arrange ground transportation, and offer accommodation for stranded passengers. We maintained close communication with Heathrow Airport authorities to stay informed about the ongoing situation, and ensure our passengers received priority assistance. Over the weekend our teams gave industry-leading support and maintained a call wait time of just 10 minutes and 13 seconds. 

The Crowdstrike Breach

In an unexpected global IT outage, CrowdStrike, a major cybersecurity provider, experienced a high-profile data breach that impacted several global companies. This included many of our corporate customers and suppliers. This incident raised serious concerns about security and the safety of sensitive travel data. 

Our Response

When CrowdStrike caused delays and cancellations across the globe, ATPI ensured a robust response was delivered to maintain access to internal systems. Our IT Teams stopped the CrowdStrike update auto-deployment keeping many of our offices systems and devices online at this critical time. Thanks to this rapid response we were able to keep customer and supplier communications open. Then allowing the team to organise alternative arrangements for travellers facing flight delays and cancellations. Our teams worked through the night re-booking flights and working extra shifts to help with the volume of changes. The result was maintaining an impressive 56-second call wait time in these unexpected times. 

Storm Darrah

Storm Darragh, severe weather that hit the UK in December 2024, caused power cuts and widespread disruption across the travel network. This affected many of our travellers over a period of days. Flights were grounded, roads blocked, and rail services delayed across the UK due to the red warning event.

Our Response

ATPI stayed up to date on the situation monitoring the storm path and alerting customers well ahead of time about potential disruptions. The safety of our travellers was our top priority. Rerouting them to alternative destinations or arranging for accommodations until travel conditions improved. Our team of experts proactively called travellers with real-time updates, many times before the airlines. They managed to maintain a 42-second call answer time over the weekend. 

Crisis Management Best Practices 

When issues arise you need a travel management company that has a clear crisis management protocol, 24/7 support via all channels, and a fast and agile approach to solution management. ATPI has demonstrated time and time again our ability to handle unforeseen crises with efficiency and expertise. We continuously monitor and improve our internal crisis management protocol to ensure best practices. Our strategy relies on clear communication, swift solutions, 24/7 support, and expert guidance from our trained teams. No matter where you are!

In the face of crisis, Direct ATPI is the partner you can rely on for effective, efficient, and empathetic crisis management. Delivering what really matters when you need it most. 

Get in contact today to discuss your crisis management strategy: Contact us | ATPI