Interview with Mirjam Chlouba
June 16, 2026
“We are bringing all our guests home”
Public Policy
February 2026: following the outbreak of the Iran conflict, the Gulf region closes its airspace. Thousands of TUI guests are stranded. Mirjam Chlouba heads the TUI crisis management team in Hanover. A conversation about situation reports, airlifts and the value of package holidays.
Ms Chlouba, 28 February 2026: when did you realise that this was a case for the crisis management team?
The first call came early on Saturday morning from Israel. We had guests there; there was an air raid siren. We got them across the land border into Egypt. Within a few hours, the entire airspace of the Gulf region was closed.
The first call came early on Saturday morning from Israel. We had guests there; there was an air raid siren. We got them across the land border into Egypt. Within a few hours, the entire airspace of the Gulf region was closed.
Nevertheless, TUI was able to fly guests out of the Gulf region. How was that possible?
In fact, the major hubs in Dubai and Abu Dhabi had come to a complete standstill; nothing was happening there at all. However, we knew that in Al-Ain, around 130 kilometres from Dubai, there is a small desert airport: one terminal, one baggage carousel, one kiosk. We sent our own aircraft there: they flew in empty and returned to Crete full of guests. From there, we were able to transport the guests home on scheduled flights. The organisational effort was enormous.
In fact, the major hubs in Dubai and Abu Dhabi had come to a complete standstill; nothing was happening there at all. However, we knew that in Al-Ain, around 130 kilometres from Dubai, there is a small desert airport: one terminal, one baggage carousel, one kiosk. We sent our own aircraft there: they flew in empty and returned to Crete full of guests. From there, we were able to transport the guests home on scheduled flights. The organisational effort was enormous.
The crisis manager
Mirjam Chlouba is Director of Crisis Management GAS at TUI Germany and has headed the crisis management team since 2021. She joined the group in 1998 working in emergency support for the 1-2-Fly brand, has been a member of the group crisis management team since 2004 and has since managed situations ranging from the 2010 volcanic ash cloud and the coronavirus pandemic to the Gulf region conflict in 2026.
Mirjam Chlouba is Director of Crisis Management GAS at TUI Germany and has headed the crisis management team since 2021. She joined the group in 1998 working in emergency support for the 1-2-Fly brand, has been a member of the group crisis management team since 2004 and has since managed situations ranging from the 2010 volcanic ash cloud and the coronavirus pandemic to the Gulf region conflict in 2026.
How did it work with the flight permits?
Given the general airspace closure, every single flight required a special permit. And as we also used aircraft registered in the UK, we had to obtain permission in advance to land within the EU. Ultimately, everything comes together in an operation like this: the airline, security, the on-site tour guides, and the hotels, which provided our guests with packed lunches for the small airport. Without this teamwork, we wouldn’t have been able to get people home at such a pace. This teamwork is where TUI’s strength lies.
Given the general airspace closure, every single flight required a special permit. And as we also used aircraft registered in the UK, we had to obtain permission in advance to land within the EU. Ultimately, everything comes together in an operation like this: the airline, security, the on-site tour guides, and the hotels, which provided our guests with packed lunches for the small airport. Without this teamwork, we wouldn’t have been able to get people home at such a pace. This teamwork is where TUI’s strength lies.
Two TUI cruise ships were also in the region?
Two cruise ships from our Mein Schiff fleet were in the region when the hostilities began. Here too, our top priority was to fly out the approximately 5,000 guests as quickly as possible; we managed to do so by 17 March. The ships themselves remained in the regionwith a small crew afterwards because the Strait of Hormuz was impassable. It was only when a window of opportunity opened on 18 April that they left the region – in close coordination with the authorities.
Two cruise ships from our Mein Schiff fleet were in the region when the hostilities began. Here too, our top priority was to fly out the approximately 5,000 guests as quickly as possible; we managed to do so by 17 March. The ships themselves remained in the regionwith a small crew afterwards because the Strait of Hormuz was impassable. It was only when a window of opportunity opened on 18 April that they left the region – in close coordination with the authorities.
An operation like this costs money. Who pays for it?
In a crisis, prices skyrocket – for charter flights as well as for hotel accommodation. We bear the bulk of these costs. Even though the legal obligation to cover hotel costs applies for only a few days: at TUI, we have never billed a guest in a crisis. Our guests can rely on that.
In a crisis, prices skyrocket – for charter flights as well as for hotel accommodation. We bear the bulk of these costs. Even though the legal obligation to cover hotel costs applies for only a few days: at TUI, we have never billed a guest in a crisis. Our guests can rely on that.
The TUI crisis management team
The 15 staff members of TUI Crisis Management and TUI Operations in Germany alone monitor all global destinations – around the clock. Every incident – be it traffic accidents, natural disasters or political crises – is classified according to a traffic light system ranging from green to red. In serious emergency situations, the TUI Crisis Management Team GAS, comprising around 40 staff members, as well as colleagues from across the Group in the airline, hotel, tour guide, IT, legal and communications departments, are systematically brought into the crisis management process. During the crisis in the Middle East, which triggered a red alert, thousands of TUI staff were deployed.
The 15 staff members of TUI Crisis Management and TUI Operations in Germany alone monitor all global destinations – around the clock. Every incident – be it traffic accidents, natural disasters or political crises – is classified according to a traffic light system ranging from green to red. In serious emergency situations, the TUI Crisis Management Team GAS, comprising around 40 staff members, as well as colleagues from across the Group in the airline, hotel, tour guide, IT, legal and communications departments, are systematically brought into the crisis management process. During the crisis in the Middle East, which triggered a red alert, thousands of TUI staff were deployed.
Why didn’t TUI cancel trips to the region in advance?
My team and I monitor the security situation in our destinations around the clock. The travel advisories issued by the Foreign Office serve as the key legal guideline – particularly for cancellations, which are strictly regulated under package travel law. In this case, the travel advisory was not issued until around 6.30 pm on 28 February – by which time the air strikes were already in full swing. Our crisis team was already working flat out at that point.
My team and I monitor the security situation in our destinations around the clock. The travel advisories issued by the Foreign Office serve as the key legal guideline – particularly for cancellations, which are strictly regulated under package travel law. In this case, the travel advisory was not issued until around 6.30 pm on 28 February – by which time the air strikes were already in full swing. Our crisis team was already working flat out at that point.
Crises are becoming more frequent, not less. What does that mean for you and your team?
In twenty years, I have experienced five red alerts – the ash cloud, Covid 19, major waves of strikes, and now the Gulf region. The frequency is increasing. We are constantly investing in staff, systems and training. Crisis management is no longer an exceptional situation today, but a core competence in the global travel industry. This should also be recognised politically – in terms of consumer protection and in strengthening package holidays as a reliable form of travel.
In twenty years, I have experienced five red alerts – the ash cloud, Covid 19, major waves of strikes, and now the Gulf region. The frequency is increasing. We are constantly investing in staff, systems and training. Crisis management is no longer an exceptional situation today, but a core competence in the global travel industry. This should also be recognised politically – in terms of consumer protection and in strengthening package holidays as a reliable form of travel.
Key crisis response on 28 February
8.00 am
Alert regarding air strikes against Iran – TUI organises land-based departures for guests in Israel
8.30 am
Information regarding airspace closures in the Gulf region – TUI enables free cancellations for trips to the affected areas
11.00 am
Determination of guest numbers – around 10,000 TUI Group guests are affected in the Gulf region alone
1.00 pm
TUI GAS crisis team – initial information provided to guests on the ground – TUI actively cancels trips to the affected countries – first TUI guests, particularly those from the Far East who were due to transfer in the Gulf, are rebooked onto alternative flight routes
6.00 pm
Government travel warnings issued for all affected countries – TUI examines repatriation options
Alert regarding air strikes against Iran – TUI organises land-based departures for guests in Israel
8.30 am
Information regarding airspace closures in the Gulf region – TUI enables free cancellations for trips to the affected areas
11.00 am
Determination of guest numbers – around 10,000 TUI Group guests are affected in the Gulf region alone
1.00 pm
TUI GAS crisis team – initial information provided to guests on the ground – TUI actively cancels trips to the affected countries – first TUI guests, particularly those from the Far East who were due to transfer in the Gulf, are rebooked onto alternative flight routes
6.00 pm
Government travel warnings issued for all affected countries – TUI examines repatriation options
“Tonight we reached another important milestone in organising additional flight connections for our package holiday guests. From the smaller departure airport of Al Ain in the United Arab Emirates, we were able to establish a connection to Hanover via Heraklion with our medium-haul aircraft. I would like to express my special thanks to our colleagues from all five national airlines, who worked together to carry out the necessary safety checks for TUI Airline and then made flight planning possible in close coordination with the relevant authorities. At the same time, we would like to thank our guests for their patience and understanding during their return journey.”
Sebastian Ebel
CEO of the TUI Group
8 March 2026
CEO of the TUI Group
8 March 2026
