A group of students travelling to the United States was stranded after severe weather led to widespread flight cancellations. The airline was unable to provide accommodation or timely rebooking assistance, leaving the students to arrange and pay for their own hotels, meals, and other expenses for two day.
With limited support available and considerable uncertainty, the situation required immediate intervention to minimise the financial and emotional impact on the travellers.
Traveller Assistance
Crisis Management
Airline Escalation
Claims Support
Customer Advocacy
Gilpin took complete ownership of the situation by escalating the matter to the highest levels within the airline. Our team worked relentlessly over the next two months, coordinating with the airline, gathering the required documentation, and pursuing the claim until a resolution was reached. In addition, Gilpin assisted the travellers with their travel insurance claims, ensuring all eligible expenses were submitted correctly and processed efficiently.
This case demonstrates Gilpin’s commitment to supporting travellers beyond the booking stage. Through proactive escalation, persistent follow-up and end-to-end claims assistance, Gilpin secured reimbursements and additional compensation while reducing the financial and emotional impact on the stranded students. It reinforced the value of having a travel management partner that takes ownership when disruptions occur.
Don’t let travel disruptions leave your travellers stranded.
Partner with Gilpin for proactive, end-to-end travel support before, during and after every journey.
For travel arrangements managed by Gilpin, our team assists with airline escalations, rebooking support, supplier coordination, documentation, insurance guidance (where applicable), and ongoing traveller assistance until the matter is resolved.-
Recovery of expenses arising from flight disruptions is assessed on a case-by-case basis. Reimbursement depends on airline policies, insurance coverage, and the nature of the disruption. In cases involving force majeure events such as severe weather or natural calamities, suppliers may not be liable for reimbursement.“
If the travel insurance has been arranged through Gilpin, our team can assist with claim documentation, coordination with the insurer, and claim status updates in accordance with the insurer’s process.
A Travel Management Company provides immediate assistance during emergencies, supports students throughout their journey, and manages complex travel disruptions, reducing stress for both institutions and travellers.
Our experienced team coordinates with airlines, hotels, insurance providers, and other stakeholders to resolve issues quickly while keeping travellers informed throughout the process.
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Gilpin — a trusted corporate travel partner for over 25 years, offering compliant, cost-efficient, innovative, customized, technology-driven, and sustainable corporate travel experiences across India and worldwide.
