Why Every Business Needs a TMC: Learning from the Heathrow Power Outage
On March 28, 2025, Heathrow Airport—one of the busiest airports in the world—experienced a “significant power outage” that disrupted travel plans for thousands of passengers. With over 80 million passengers passing through the airport annually, this incident sent ripples of confusion and frustration across the global travel network. For businesses, the power outage was a stark reminder of the unpredictable natures of modern travel—and the need for a reliable TMC to mitigate such disruptions.
In this article, we’ll dive into the details of the Heathrow power outage, explore the crucial role of a TMC during crises, reflect on what businesses can learn from the incident, and explain how Chapman Carter can ensure businesses are always prepared for the unexpected.
The Heathrow Power Outage: A Closer Look
In the midst of peak travel season, Heathrow Airport experienced a significant power outage that affected a range of operations across terminals. The outage, which lasted for several hours, caused widespread chaos with more than 1,000 flights to and from the airport being cancelled leaving travellers left stranded. Heathrow’s boss apologised to passengers, describing the disruption “as big as it gets for our airport” and admitting “we cannot guard ourselves 100%”.
According to a statement from Heathrow,
The outage was caused by a power supply failure affecting key systems responsible for check-in, baggage handling, and flight operations. Our teams worked around the clock to restore power, but the disruption lasted several hours and resulted in widespread delays.
The consequences of the outage weren’t just a minor inconvenience. For businesses, missed flights, extended travel times, and disrupted schedules can translate into missed opportunities, lost productivity, and additional costs.
The Role of a TMC in Crisis Situations
When unexpected disruptions like the Heathrow power outage occur, businesses are left scrambling to adjust. This is where a TMC proves its worth. A TMC is more than just a booking service; it’s a safeguard for businesses when travel disruptions occur.
Here’s how a TMC can, and could have, helped in situations like the Heathrow power outage:
Real-Time Crisis & Rebooking Support: When flights are grounded and chaos breaks out, time is everything. A TMC can instantly identify impacted travellers and begin rebooking them on the next available flights—often before the general public even gets access. Their direct airline partnerships allow for faster, smarter solutions that keep your people moving.
Communication & Information Management: During the Heathrow outage, many travellers were left guessing. A TMC delivers real-time updates to both travellers and internal teams, ensuring everyone knows what’s happening and what steps to take. No more refreshing apps or waiting in line for updates—just clear communication when it matters most.
Cost Management & Mitigation: Disruptions come with a price tag—extra nights in hotels, expensive last-minute flights, or missed meetings. A TMC helps contain these costs by securing the best available rates and keeping everything within your travel policy. They also track and manage refunds, ensuring nothing is lost.
Duty of Care: Employee safety is non-negotiable. A TMC can quickly locate affected travelers, provide check-ins, and arrange alternative transport or accommodation. This not only supports your people but also helps you meet your legal and ethical obligations as an employer.
What We Have Learned From the Incident?
The Heathrow power outage underscored the unpredictable nature of travel and the importance of preparation. The main thing we have seen is businesses, especially those with employees travelling frequently, learned a valuable lesson; relying solely on a self-booking system or handling travel in-house can be risky in the face of unpredictable events. The loss of time, productivity, and money due to a travel disruption like the Heathrow outages could have been significantly mitigated with the support of a TMC.
Key Takeaways
Unforeseen Events Can Disrupt Business Travel: With Heathrow’s boss admitting “we cannot guard ourselves 100%”, an incident like this reminds businesses that even the most routine travel can be disrupted.
The Need For Expert Support: A TMC’s experience in navigating travel crises and providing solutions on short notice is invaluable.
Communication is King: During disruptions, clear and concise communication is essential. A TMC helps businesses stay ahead of issues by providing real-time updates, ensuring that employees are informed and can make informed decisions about their next steps.
Cost Control During Disruptions: Last minute changes to travel plans often lead to inflated costs. A TMC’s relationship with airlines and hotels can help negotiate better terms and avoid the high expenses that come with last-minute changes.
Why Chapman & Carter?
At Chapman & Carter, we understand that business travel is often time-sensitive and requires flexibility, especially during emergencies. Our team of experts is dedicated to managing the complexities of travel disruptions, like the one experienced at Heathrow, ensuring that employees are rebooked swiftly, and your business operations stay on track.
In a world where travel disruptions are unavoidable, investing in a TMC ensures that when the unexpected happens, you have the expertise, resources and support you need to keep your business moving forward. Don’t wait for the next crisis to strike—learn from the Heathrow incident and take steps to streamline your corporate travel experience here.
