Severe Weather Event Disrupts One of the World's Busiest Airports

In April 2024, the United Arab Emirates experienced its heaviest rainfall in 75 years, bringing widespread disruption across the country and neighbouring Oman. Dubai recorded 142mm of rain in just 24 hours, equivalent to 18 months of rainfall in a single day resulting in submerged highways, flooded homes, and significant disruption to infrastructure.

Dubai International Airport, a global hub for humanitarian, academic and faith-based travellers, was heavily impacted. Over a two-day period, 1,244 flights were cancelled and 41 were diverted. Airline advice for travellers changed frequently, particularly for those connecting through Dubai.

For example, Emirates Airlines initially suspended check-in for all passengers departing on 17 April. This was later extended to 23:59 GMT on 19 April (03:59 Dubai time, 20 April), affecting onward journeys and leaving many passengers stranded or unsure whether to proceed.

The Challenge: Real-Time Travel Risk Response

Key Travel’s 24/7 Operations team immediately activated our Travel Risk Management protocols, focused on rapid identification, communication, and rebooking support for affected passengers.

Key actions included:

  • Real-time traveller scans using our traveller tracking systems to identify anyone:
    • Currently in the UAE or Oman
    • Scheduled to arrive within 12 or 72 hours
  • Proactive communications to travellers and client stakeholders, prioritised by travel date and impact severity
  • Constant GDS monitoring and increased capacity for queue checks to manage more than 200 schedule changes and cancellations
  • Regular re-verification of bookings, as airline guidance changed hourly
  • Synchronous stakeholder updates issued to Procurement Managers, Department Heads and travel bookers
  • Public updates shared via social media and our website to inform wider audiences

As Emirates extended its suspension of check-in, we quickly re-scanned our data and contacted every traveller due to depart before 03:59 Dubai time on 20 April.

The Outcome: Rapid, Coordinated Support for Affected Travellers

  • 37 travellers were immediately identified as being at risk and contacted within hours of the disruption
  • Over 50 travellers were successfully rebooked by our crisis team within the first 24 hours
  • More than 100 travellers received support across the duration of the disruption
  • Zero stranded passengers: Our continuous monitoring and client coordination ensured every traveller received timely options

Our response demonstrated the value of an integrated Travel Risk Management programme , combining live tracking, proactive risk intelligence, stakeholder communication, and around-the-clock support to protect travellers and minimise disruption.

Why This Matters

Natural disasters and extreme weather are increasing in frequency and severity, often with limited warning. For not-for-profit organisations, a robust Travel Risk Management approach is essential to meet duty of care obligations and ensure business continuity.

At Key Travel, we help organisations prepare for, respond to and recover from crisis events, wherever your mission takes you.