Jan Poon
TPI
“Not because she is my mom, but because her clients are her priority. She has always been there for her clients. She works tirelessly up until the wee hours of the morning (5:30 a.m.). Being diagnosed with cancer did not stop her. Throughout her cancer treatment, she wanted to continue being there for her clients, and even though her family convinced her to give some of the work to another TPI agent, she was still as involved as ever. During her last chemo session, she was emailing clients and contacting suppliers as COVID-19 was upon us. She has been nauseous from the effects of the chemo this week but is still staying up until 5:00 a.m. so she can give her clients the answers they need from her. She doesn’t want to use her cancer as an excuse to not get back to her clients. She truly loves what she does and has long been a mentor for many of the TPI agents, who so fondly call her ‘Momma Jan.’ She lives for her clients and the job of being a travel agent.”
Jodine Clement
Trafalgar & Costsaver Sales Manager, Alberta
Meet Jan Poon
Tell us a little bit about yourself, how long you’ve been in the industry and what made you want to become a travel agent?
I have been an advisor since 2000 and as cliche as it sounds, I have always loved travelling. I was previously employed in the oil and gas industry, owned a retail business and sold it, so was looking for another career that I could embark upon. An opportunity at a home-based franchise for Travel Professionals International presented itself and I haven’t looked back.
What’s your favourite part of the job?
I love helping my clients with their vacation plans, knowing that I am being part of memories and a dream vacation they will be making.
How has travel impacted your own life?
Travel has given me the opportunity to operate my own business, and be a part of something that I am passionate about. More importantly, it has introduced me to such wonderful colleagues that I consider my extended family.
How are you coping in this crazy COVID-19 world? What are you focusing on right now?
Some days are definitely better than others, especially with things rapidly changing on an hourly basis. After battling cancer, while I am trying to focus on healing, my main focus is on my clients and making sure that all options are provided to them accurately. I have been spending a lot of time trying to re-accommodate a destination wedding right now.
Prior to all this, what were some of the big trends you were noticing in travel or that your clients were looking for from a getaway?
Cruising passengers looking for cruise lines with apps for onboard text messaging services, rather than paying outrageous roaming charges and allowing them to communicate with fellow passengers. Frequent trips instead of looking for a long trip as most travellers can get away once a year. Travellers are looking for shorter trips and to visit more destinations and become more well-travelled. Train travellers prefer taking a train at destination rather than taking a plane for the scenic experience. Accessible travel: there are not enough options for travellers that are looking for vacations requiring detailed and accurate info for passengers with mobility, hearing or vision impairments or with an invisible disability and long term illnesses and severe allergies.
Have you had any interesting or strange requests from clients?
This isn’t really a strange request, but more of an interesting one, which shows me that as an agent, we shouldn’t just assume that clients always want the least expensive option, or that they are always trying to save a dollar here or there. Clients of mine booked a back-to-back cruise — totalling 58 days in Asia — they were willing to deviate five days from their cruise in Beijing, knowing well they would not be reimbursed from the cruise line. They were willing to pay for a private tour in Beijing, Xian City to include a tour to the Terracotta Warriors and Xhujiajiao Water Village. They ended up in Shanghai to continue with the start of their second cruise. This in turn was an additional cost to them, but it was what they wanted. Happy clients and a very happy advisor. Clients will pay for what they want, and we are there to provide those options for them.
How many countries have you been to and where would you like to go next when we can travel again?
I’ve been to many dream destinations: Italy, Greece, France, Japan, China, Mexico, Jamaica, Bahamas, Turks and Caicos, Dominican Republic, Cuba and many of the United States and my passion is cruising. My next trip is booked with Trafalgar to Spain & Portugal so hopefully, the travel restrictions will be lifted and we will be safe to travel.
What’s a big misconception people have about travel agents?
Speaking personally, I feel that there are two misconceptions. One from the consumer in that they will get a much better deal if they don’t use an advisor. The other misconception is that people don’t think that I am a real travel advisor, as I am home based. I might not have taken the college/university courses, but I am fully accredited and have taken the industry courses (CLIA, CTC, MCC) and our preferred supplier’s training courses. What’s interesting, is that with today’s unprecedented situation we are in, we, as home based agents, haven’t had to change our work environment, as we have always been set up to work from home.
Do you want anything to add?
Kudos to our TPI head office and their team — throughout these unprecedented times, their constant support has been commendable.
