Travel column with Katie Butler of Total Travel. What a week – and sadly not for the right reasons

Airspace closures and rapidly changing security advice have caused widespread disruption across the Middle East, and the knock-on effect has been felt far beyond.

The Middle East is one of the world’s most significant aviation hubs. Airports such as those in the UAE act as major gateways for onward travel to destinations including Australia, Thailand and the Maldives. When disruption hits that part of the world, it doesn’t just affect city breaks to Dubai – it impacts honeymoons in the Indian Ocean, backpacking trips across Asia and once-in-a-lifetime holidays down under.

Our immediate priority was to make contact with customers currently overseas, reassuring them that we are here and doing everything possible to assist. Staff worked through Saturday night and into Sunday, liaising with airlines and suppliers, arranging extended accommodation where required and monitoring developments as they unfolded.

Situations like this are incredibly fluid. As I write, there is still uncertainty about when some airspace will fully reopen and schedules will return to normal. At the same time, we are managing a significant number of forward bookings to the affected areas and beyond. These are being handled in departure date order, with constant checks on airline updates and official guidance. It is painstaking work, but essential to ensure that customers receive clear, accurate information in what is an anxious time.

Times like this do highlight the value of booking through a local travel agent. While none of us can control geopolitics or reopen airspace, what we can do is be a support for our customers. We spend hours on hold so they don’t have to. We push for clarity, chase refunds where applicable and make alternative arrangements wherever possible. Most importantly, our customers know they are not facing the uncertainty alone. We may not be able to dispatch a private jet, but we can – and do – fight their corner every step of the way. No doubt there will be more to update you on next week as the situation develops.

On a lighter note, there was more positive news closer to home in the latest annual customer satisfaction survey from Which? In its short-haul airline rankings, Jet2.com came out firmly on top, achieving an impressive customer score of 76 per cent.

The survey of more than 5,500 passengers placed Jet2.com ahead of its competitors for overall satisfaction, with particularly strong ratings for its booking process, customer service and value for money. It was also the only short-haul carrier to be named a Which? Recommended Provider – a significant endorsement in a competitive market. Passengers reported far fewer last-minute cancellations compared with many rival airlines, and more than three quarters said they experienced no problems with their flight

While other airlines across Europe were also assessed, it was Jet2.com that led the way in the short-haul category. The findings reflect the importance many holidaymakers place not just on price, but on reliability, straightforward booking and supportive customer service.

For those planning their summer getaways from our local airports, it is encouraging to see a UK-based airline (and Yorkshire based, of course) achieving such strong recognition from real customers. In challenging times for the industry, positive feedback like this is a reminder that good service and clear communication still matter – perhaps now more than ever.