The travel industry thought its infrastructure and crisis response were ready for the next big disruption. The war on Iran and its ripple effects have shown us that this optimism was misplaced.
Online travel agencies and suppliers have more flexible rebooking and refund policies during the Iran war than during the pandemic. But with the volume of customer support requests, customers sometimes don't get the assistance they deserve.
Even after the Covid shutdown forced airlines to rethink disruption management, the Middle East conflict shows the industry still struggles with the basics.
After Covid exposed how brittle travel's customer service infrastructure was, the industry pitched AI as the fix. Now, with the Middle East chaos, much of the tech that was supposed to help vanished from the narrative.
Minor International is confident in a rebound of travel to the UAE and is planning for a franchise-driven doubling of Middle East properties before 2030.
Covid was supposed to give airlines a playbook on how to accommodate customers during a massive disruption. But the war in the Middle East is throwing that playbook into doubt.
When a crisis hits, people crave comfort and stability. But for those caught in the Middle East conflict, with over 55% of flights canceled, a fare home came with a hefty price tag.
Informa has postponed its first major Middle East show amid the war in Iran, moving a 50,000-person Dubai energy event to September. If the conflict drags on, more events across the region could be shifted or relocated.
Marriott highlighted two forces shaping the hotel industry right now - geopolitical volatility and a race to build AI tools that keep travelers inside its direct channels.