Kuwait Aviation Crisis: How Travel Agencies Are Restoring Client Trust

A nearly packed suitcase, an itinerary brimming with entertainment and tourist attractions, and an immense passion to explore a new destination—then, suddenly, a short phone call or a brief text message turns plans completely upside down: “We regret to inform you that your flight has been cancelled.” 

This situation is a reality for travel, tourism, and fashion content creator Eqbal. In an interview with the “Aljaweea” platform, Eqbal described how regional tensions forced her to cancel three consecutive business trips. Despite the disappointment, she remained positive, viewing the cancellations as a possible “blessing in disguise” and the safest choice.

Eqbal’s experience is one of many that have reshaped Kuwait’s travel landscape in recent weeks. Behind these individual stories, travel agencies have worked tirelessly, transforming into crisis management centres to address the situation.

To better understand this crisis, we interviewed leading travel and tourism agents in Kuwait to learn how agencies have operated around the clock to protect clients’ holidays and funds, and to maintain trust during uncertain times.

Travel Agents Combat Flight Chaos

Overnight, travel agencies in Kuwait found themselves in the eye of the storm, with booking screens rapidly changing colours to announce cancelled flights and rerouted journeys, accompanied by the incessant ringing of telephones bringing cancellation requests, inquiries, and questions fraught with anxiety and anticipation.

Abdullah Al-Otaibi, a sales employee at Musaad Al-Saleh Travels, described this period as the “most difficult in years,” noting a 40-50 per cent decline in sales. He added that many clients opted against postponement, preferring to cancel completely amid the uncertainty.

The crisis involved not only reduced demand but also increasing operational challenges. Omar Habayeb, manager of Magic Travel, cited limited flights from Kuwait Airport and disrupted visa procedures as key issues, placing significant pressure on frontline staff.

In turn, Abdulghani Abu Rahab, a sales employee at Al-Maseelah Travel and Tourism, summarised the situation in plain terms: “Cancellation requests are pouring in, and recovering funds from airlines takes a long time.” He confirmed that bookings had dropped by approximately 43 per cent, driven by airspace closures, rising prices, and families’ fear of travelling.

Data from Kuwait’s Directorate General of Civil Aviation during the crisis showed significant fluctuations in air traffic, with numerous regional and international flights cancelled or rerouted. This highlights the challenges faced by both authorities and tourism offices in adapting to rapid changes.

Securing Client Trust Amid Uncertainty

In the travel world, trust is the most valuable currency. To overcome this crisis, travel and tourism offices did not stand idly by, awaiting a political or operational breakthrough; rather, they took exceptional, bold measures to win the credibility wager with Kuwaiti travellers. 

Ashraf Nabil, Manager of Al-Raed Travel and Tourism, and Mohammed Abdullah from International Travel and Tourism, confirmed their adoption of an immediate cash refund policy for clients from their own company accounts, without waiting for the lengthy documentary cycle to recover funds from airlines, thereby ensuring that client trust is not shaken.

Al-Maseelah Travel and Tourism, established in 2015, also refunded clients in cash from company funds within 10 to 15 working days, before receiving reimbursements from airlines. To maintain trust and support sales, the company reduced prices and minimised profit margins, prioritising continued business over higher profits.

To address rising ticket prices, Majid Girgis of Booking Kuwait Travels introduced an easy instalment service through the “Tally” application. Mahmoud Awada, sales consultant at Alam Al-Raya, confirmed the availability of comprehensive packages with flexible payment options to support families, even at reduced profit margins. Other companies, including Musaad Al-Saleh, now offer interest-free instalment plans for up to two years to keep travel accessible.

Amid travellers’ anxieties and the recurring question, “Will I get my money back?”, Ahmed Al-Najjar, manager of a Jumbo Travel branch, explained that the lifeline lies in absolute transparency with the client from the very first moment, alongside designing considered, alternative packages that point the compass towards safer and more stable destinations such as the Gulf states (Dubai, Riyadh), and certain European destinations like the British capital, London.

Omar Habayeb noted that Magic Travel secures stable prices for clients by taking advantage of special offers and pre-purchasing seats.

Mapping the Shift in Travel Demand

Despite all the challenges, the desire to travel has not disappeared; rather, it has changed. Content creator Eqbal noted that European destinations still command significant interest, despite some hesitation. 

Meanwhile, travel and tourism company workers confirmed that demand is concentrated on nearby, stable destinations such as Dubai, Riyadh, Jeddah, and Cairo, as well as Turkey and London, alongside emerging destinations such as South Africa. However, the difference today is that the traveller has become more cautious; Ashraf Nabil, manager of Al-Raed Travel and Tourism, stated that clients now prefer direct flights and avoid transit.

The narrative of Eqbal’s three cancelled business trips, alongside the experiences of travel agents navigating relentless daily pressure, highlights a transformative period for the travel industry. This crisis has demonstrated that travel agencies have evolved beyond simple booking platforms for flights and accommodation. 

Instead, they have become essential for crisis management, alleviating client anxiety, and safeguarding financial investments. Functioning as a primary line of defense, these agencies work tirelessly behind the scenes to ensure that annual holidays remain a source of joy, shielded from the complexities of political instability and unpredictable environmental shifts.