A COVID-19 Travel Story: A Tight Connection

Case Study: A tight airport connection made possible

Racing against border closures, airport changes, and a ticking clock - this is how one business traveller and their partner made it home from Madeira during the early days of COVID-19.

Countries shut their borders one by one in March 2020 as the pandemic took hold. For Corporate Traveller, getting clients home became priority number one. The Canada team worked around the clock to bring over 20,000 people home safely, including a couple stranded in Madeira who faced a tight connection in London.

TL;DR

Travel Manager Shannon Kelly faced the challenge of getting clients home from Madeira with borders closing and limited flights
The only option required a three-hour connection between Gatwick and Heathrow airports
Strategic planning included wheelchair assistance, VIP baggage handling, and a premium car transfer
Multiple backup plans were prepared in case the connection failed

The challenge: three hours between two airports

On 22 March 2020, Travel Manager Shannon Kelly faced a daunting task: get her clients home from Madeira to Toronto, while flights disappeared and borders closed without warning.

A direct flight wasn't an option. The only available route connected through London, but there was a catch. Shannon had to book two separate flights at two different airports. The couple would have just three hours to travel from Gatwick to Heathrow to catch their flight, potentially their only way home.

Looking back, Shannon admits she wasn't confident they'd make it. "I was totally nervous for them, but I didn't want it to show. I called our Airfare Experts in-house to get their opinion on whether it was possible for anyone to make that connection, and we discussed it in detail."

Two factors drove the final decision.

There were simply no other options available.
Shannon asked herself whether she'd want her own grandparents to risk a trip like this. The answer was yes, the safest option was to get them home as quickly as possible.

From Gatwick to Heathrow: planning every detail

London's two major airports, Gatwick and Heathrow, sit 45 miles (72 kilometres) apart. On a good day, it's an hour's drive. London traffic, even during a pandemic, can turn that into much longer.

Shannon prepared the couple as thoroughly as possible. With one traveller in their 70s, sprinting through terminals wasn't realistic. Every detail mattered.

Here's where having an expert made all the difference:

Arranged wheelchair assistance at Gatwick to move through the terminal quickly and bypass long immigration queues
Gave their bags VIP treatment to ensure luggage made the connection
Advised them to request early deplaning to gain precious minutes
Booked a premium car ready to whisk them from Gatwick to Heathrow the moment they cleared customs

Behind the scenes: backup plans at the ready

While her travellers rushed between airports, Shannon worked on contingency plans. Missed the flight? Hotels were already booked. Needed alternatives? Other flight options were researched and ready to go.

This is what travel experts do; think through every scenario, so clients don't have to.

Making it home against the odds

After a long, tense journey, Shannon's clients made their connection and arrived safely in Toronto. The relief was immediate.

Shannon reflects on the moment she received confirmation:

When I got the email from Heathrow saying they'd made it in time, it was the best feeling. I was quite worried about these travellers, just like I would worry about my own family members desperate to get home. The stress that comes from situations like this can be overwhelming, and I was just so relieved that we'd been able to help them get home.

Need expert support for complex travel arrangements?

Corporate Traveller's dedicated Travel Managers handle the details, create backup plans, and work tirelessly to get your team where they need to be, even when the unexpected happens.

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