Agents have been working around the clock to save their customers’ journeys after a “significant” power outage halted all operations at the London airport, causing the cancellation of more than 1,300 flights.

Taking calls in the middle of the night to reassure panicked customers, contacting suppliers to reschedule flights and book additional hotel stays were among the many ways agents have gone above and beyond for their clients.

“The rock ’n’ roll life of running a travel business… we’re on it…” Travel Village Group boss Phil Nuttall commented jokingly on Facebook.

Nuttall and his wife Paula set up an emergency response team to support guests, agents and partners. 

“They were on duty this morning at 6.30am, speaking with guests, communicating with business owners, checking departures, arrivals and those due to travel in the next three days as there will be a knock-on effect,” Paula Nuttall said. 

The Nuttalls were not the only ones who sprung into action as Holidaysplease homeworker Jenny Jackson managed to find her clients a new hotel after their Virgin Atlantic flight was diverted.

Jackson told TTG a couple of her regular customers were flying back from Jamaica after staying at Sandals Royal Plantation when the pilot announced the aircraft was turning back to Montego Bay airport.

“Due to the time difference there was some confusion at Montego Bay airport, partly due to a lack of staff in the early hours of the morning,” she said.

Jackson – who a couple of days prior had received a message from the couple thanking her for booking their favourite stay – immediately contacted Sandals, and managed to find her clients an alternative accommodation near the airport.

“When I took their call in the early hours of this morning my customers were very grateful to hear my friendly voice reassuring them,” she added. “I will keep them updated.”

Meanwhile, Travel Counsellor Sara Greene detailed how being an early bird helped her sort her customers out before breakfast before extolling the virtues of booking holidays through a travel agent. 

“I always wake up so early so when I saw the news at 5am I immediately checked the two departures I have today, one of which is travelling from Heathrow and one landing back to Heathrow,” she said in a LinkedIn post. “It’s 7.31am and they are already sorted onto alternative flights.”

She added: “This is why you should always book with a trusted professional not online where you have zero relationship because it’s when unfortunate incidents like this happen you will find yourself in a long queue alongside hundreds of others waiting for companies to open at 9am."

Jackson and Greene are not the only ones to have gone the extra mile on Friday, as Jigsaw Travel owner Lesley Simm contacted and rebooked every single one of her clients by 5am while Travel Counsellor David Bishop said his customers had been contacted before 6.30am.

“My clients are well informed and know I’ve got their back,” she said.

Hays Travel branch manager Sian Barr thanked Sunvil for rerouting and transferring her clients from Heathrow to Stansted. "Absolutely excellent service," she wrote. 

“I’m incredibly grateful for my support team who have been working behind the scenes to rebook and sort out travel plans for my clients flying today and this weekend,” commented Travel Counsellor Ben Merriman. 

However, not every agent was quick to dish out praise to colleagues or suppliers alike. Not Just Travel’s Susan Aitken slammed Singapore Airlines for “dumping” a client in Frankfurt and telling them “to fend for themselves”.

“This is utterly outrageous for an airline that prides itself on its customer service,” she decried. “Shame on you, Singapore Airlines.”