Agency celebrates 30 years from the top of the world
Susan Mercredi, co-owner of Yellowknife-based Top of the World Travel, is optimistic the best is yet to come for travel advisors.
“There will probably never be a better time to be a travel advisor than in a post COVID-19 world,” Mercredi tells Travel Courier. “Travellers are looking for clarity on the overwhelming number of policy changes they hear about weekly. More than ever before, our travellers will seek the expertise and guidance of a professional to sort out the new policies as well as what’s open, new health and safety protocols in terms of testing and vaccination requirements as well as knowing they have someone who can advocate for them if something comes up before, during or even after their trip.”
Although the past year has been full of challenges for those in the industry, 2021 marks the 30th anniversary for Top of the World Travel and the team is moving forward with renewed purpose.
“After the year we’ve all just experienced, this milestone really took on additional meaning as it made us realize how fortunate we are to have the support of our clients, our supplier partners, our consortia and our community,” says Mercredi. “The majority of our customers reside in the Northwest Territories and Nunavut, with most communities connected by air only. They have put their faith and trust in our team of travel advisors all these years. It is quite humbling actually.”
To mark the milestone, the agency, which is a member of Ensemble Travel Group, is launching a campaign over the next 30 weeks that includes a website overhaul and opportunities to reflect on its history.
“With our 30th anniversary milestone, we have a 30 week campaign where we will gently share stories of destinations, touch base with wellness and COVID care updates and some fun campaigns,” Mercredi says. “We will host a series of travel talks with our preferred suppliers and stay front of mind as best as we can.”
Cindy Romanow and Susan Mercredi
Top of the World Travel
For Top of the World Travel, March seemed to be a turning point with new requests coming in for 2022, although there is still uncertainty about travel in the shorter term with so many unknown variables.
“I think there are likely some interesting edits happening to traveller’s bucket lists right now,” Mercredi notes. “We look forward to fulfilling those lists for our customers when they are ready to travel again.”
As for advice to other advisors, she recognizes that the past 13 months have been exhausting and that the industry isn’t out of the woods quite yet, but shares some helpful tips for the road ahead.
“We’ve been through a year of struggles, challenges and changes,” she says. “I realized a couple months into COVID last spring that taking care of my mental health was paramount in getting through whatever struggles lay ahead. It was important to ensure my team had the support they needed to remain healthy as well. My advice would be to take care of yourself, your team, and your co-workers. Our minds need to rest as we prepare ourselves for the return of travel – whenever that may be.”
Top of the World Travel was founded in 1991 by Mercredi and her partner and co-owner Cindy Romanow, along with two other partners, with the goals of providing something fresh to both corporate and leisure clients while also offering northern tours to adventurers from around the world.
“This past year has certainly had an emotional impact on all of us, but I don’t think it was until recently when I started reconnecting with some of my clients who have started to travel again, that I realized how much I missed the interactions with them as I had truly built meaningful relationships with them over the decades,” adds Romanow. “I could have never imagined that I wouldn’t see them daily for such an extended period of time. I certainly have a much greater appreciation for them, and true admiration for how they, too, just did what they had to do to work through the challenges of the past year.”
Reflecting on how the industry has changed over the past 30 years, Mercredi recalls how they used to handwrite paper tickets by the hundreds, and the bygone era of high commission rates and smoking sections on airplanes.
“We have lived through many challenges and world events over the last 30 years that have impacted the travel and tourism industry immensely. Embracing change, pivoting when needed, advancing with technology, and continuous education for our team has been key to our success,” she says. “I would say that the biggest change came with the introduction of online travel agencies, but I firmly believe the one thing that has not changed is that professional travel advisors are the best resource for travellers and the only option that provides personal assistance on every stage of a trip. We are dedicated to supporting our clients 24/7 and have a proven track record, advocating in the best interest of our customers time and time again.”
Over the coming weeks, the company will be highlighting its anniversary with content such as thoughts on 30 Bucket List Trips To Book Now and showcasing How Travel Has Changed in the Last 30 Years.
“Operating a travel agency in a somewhat remote location in Yellowknife in Canada’s Northwest Territories, we are aware of the extra challenges with travel, which makes us all the more appreciative of the love and loyalty we’ve had from clients and the community alike and want to use this milestone as an opportunity to thank them,” says Mercredi. “In addition, we are so fortunate to have an amazing and dedicated team – many of whom have been with us for years. We are truly grateful to them as their commitment to our clients is integral to staying in business for this long.”
In honour of its 30th anniversary, Top of the World Travel received multiple videos from partners, which have been posted on the company’s YouTube channel. Here is one of its preferred suppliers, Ashish Sanghrajka, President of Big Five Tours and Expeditions, with a message from Arusha, Tanzania.
