Every seasoned traveller knows that things can go wrong. But knowing what to do about it, especially in the heat of the moment, is often a very different thing. The crisis in the Middle East has brought travel disruption into sharp focus – and the need for preparation and a cool head.
“What’s unfolding in the Middle East is an extreme example, but it’s a powerful reminder that disruption doesn’t announce itself,” says Zay Ferguson-Nair, Customer Experience Leader at Flight Centre South Africa. “The travellers who navigated this best were the ones who were prepared and who had someone in their corner.”
For South Africans planning future travel, here is what that preparation actually looks like… and what to do if the worst happens anyway.
What to do if you’re stranded mid-route
This is the scenario that caught many travellers off guard in early March. Grounded while connecting in Dubai, Doha, Abu Dhabi, with a cancelled onward flight and a queue stretching the length of the terminal.
Your first move depends on where you are in your journey
Your travel agent is your first call if your trip has not yet commenced. They can begin working on alternative options immediately, rebooking flights, adjusting accommodation, and managing the moving parts of your itinerary before you’ve even left home. In the 24 to 48 hours before travel, keep a close eye on communications from your airline via SMS or email, and contact your agent proactively if you have any concerns.
If your journey has already begun (meaning you’re mid-trip and disruption strikes) approach the airline directly first. They’re best placed to accommodate you in the moment, whether that means rebooking your onward flight or arranging immediate assistance at the airport. Once you’ve made contact with the airline, notify your travel agent. They’ll monitor your trip from there and step in to manage everything beyond the flight itself (like hotels, transfers, tours, cruises, and car hire) and can arrange extensions to your travel insurance if necessary.
If you booked directly with the airline and have no travel agent, call the airline’s emergency or rebooking line immediately. Do not wait for staff to come to you.
What Flight Centre’s Travel Experts suggest you keep in mind
Based on what Flight Centre’s Travel Experts see most often, here are a few practical things worth bearing in mind:
- Your rights vary significantly depending on your route, your airline, and the passenger protection laws of the country you’re flying from or into. There is no single universal standard, which is why having someone in your corner who understands the landscape is so valuable.
- If your flight is cancelled and you choose not to travel, most major airlines will offer a refund of the unused portion of your ticket, but always confirm this directly with your airline or your travel agent before making any decisions.
- If you choose to continue your journey, rebooking on the next available flight is usually possible. The scope of that rebooking (whether it extends to partner airlines, what timeline applies, and what costs are covered) varies by airline and circumstance.
- In cases of extended delays, it’s always worth asking the airline about meals, accommodation, and communication access. On certain routes (particularly those subject to EU or UK passenger protection rules), carriers may be required to provide these. Whether this applies to your situation depends on your specific route and airline.
- When in doubt, ask your Travel Expert. This is exactly the kind of complexity they navigate every day. Did you know that 66% of South African travel intenders say they value a travel agent specifically for their expertise and knowledge, and 62% for the peace of mind they provide when things change or go wrong?
An important note on travel insurance
Travel insurance is one of the most valuable tools in any traveller’s kit, and one of the most misunderstood. We encourage every traveller to read their policy documents carefully before departure, not while they’re stranded. Understand what’s covered, what’s excluded, and what the claims process looks like. If anything is unclear, contact your insurer directly for clarification before you travel.
The most important thing to remember is this: no two policies are the same. Coverage varies significantly between providers and products, which is why understanding your specific policy, rather than assuming what it does or doesn’t cover, is essential. Your Travel Expert can help point you in the right direction.
What to do if you’re stranded at your destination
This is in many ways the more disorienting scenario. You’ve arrived and settled, and then the situation around you deteriorates. Airspace closes and your departure flight is cancelled. The advice from your government changes overnight.
Step one: Register.
South Africa’s Department of International Relations and Cooperation (DIRCO) operates the Travel Smart system, which allows South African citizens travelling abroad to register their details and receive official updates. If you’re not registered and a crisis unfolds, DIRCO has no way of knowing you’re there. Registration is free and takes minutes. Do it before every international trip.
Step two: Identify your nearest South African embassy or consulate.
Save the contact details on your phone before you travel, knowing that in an active crisis, embassy websites can become overloaded and difficult to access.
Step three: Follow official channels, not social media.
Misinformation spreads faster than facts in a fast-moving situation. Rely on your travel agent, DIRCO updates, your country’s official travel advisory, and your airline’s direct communications.
Step four: Contact your travel agent.
Again, this is where professional support earns its value. A good agent is monitoring your booking in conjunction with the situation. They can advise on alternative routing and help you make decisions based on current, accurate information.
“The travellers we worry about least are the ones who’ve covered the basics. They’ve booked with a professional, read through their insurance policy, and know who to call. In a disruption, those seemingly small details are everything,” explains Ferguson-Nair.
The world remains open, and most of it remains entirely safe to explore. But the events of the past few weeks have made one thing undeniable: travel without preparation is a gamble, and a journey without support is a lonely one.
