Tell us a little about yourself and how long you’ve been in the industry?
Hi, I’m Carmen and made a stretch more than a decade ago to move from an accounting and notary public career to a proud travel agency owner of Klondike Travel & Yukon Tours in Whitehorse, Yukon, in Canada’s true north (strong and free). What started as a hobby has grown into the most progressive travel management company in the Yukon— holding firm in the top 5% of independent consulting agencies in all of Canada since 2012.
I’m proud to operate my business on the traditional territories of the 14 Yukon First Nations and have my headquarters on the Kwanlin Dün First Nation and Ta’an Kwäch’än Council territory. My love for the North and unstoppable entrepreneurial drive have kept me pushing forward through all kinds of industry challenges and economic hardship, learning, adapting, and building something meaningful in an industry that’s always shifting. A lot of the time, it’s just been pure determination and the will to do the best job possible while keeping the team employed.
What do you specialize in and why?
My company has two pillars, Klondike Travel and Yukon Tours. Klondike Travel is focused on small business and group travel specifically as Northern experts, though we do have vacation specialists on board as well to assist folks wanting to get out for the winter. Yukon Tours on the other hand, is an inbound tour operator working with travel trade and direct with consumers to promote and bring visitors to the Yukon with small bespoke tours and independent itineraries.
I recently read a study that women above the age of 50 will drive $746 billion in travel spending by 2035 – coming in right after millennials. Does that align with your clientele?
This is an interesting point. Our data to date shows full diversity in demand booking through our agency and tour company, though I will say we have had increased interest in coming directly from older female group leaders, such as hiking groups and sports travel.
Are you noticing any interesting trends from the bookings you have? Are your clients still travelling to the U.S. with the ongoing tariffs?
There is a struggle in travel with the current political climate globally, no argument there. Yes, I’ve noticed concern from Canadian travellers both with border crossing difficulties reported by the press, and with the weak Canadian dollar. There have been postponements of travel to the USA by some vacation clients as well as those changing to other alternatives all together. For me, the Canadian dollar being weak does provide an incentive for our USA friends and family to come to our great sovereign nation at a savings, and that economic support opportunity is the one good thing that can come of this for Canadian tourism.
What’s your biggest piece of advice for travel advisors right now?
Travel advisors have been through the worst of times and are still here against the odds. In order to survive, do not undervalue your service and don’t work for free. As suppliers compete for our customers directly, and cut commission levels to nothing in some cases we cannot count on those relationships or revenues (see COVID recall crisis); so fees are not only necessary but a legitimate compensation for your time.
Tell us a little bit about a booking that stands out – whether it’s the most expensive, the longest, the most adventurous, etc.
As a corporate and groups booking, last year we organized a private charter for our client with Air North, Yukon’s Airline, with the 737 picking up participants in Whitehorse and Yellowknife to get to the competition down south, as it was the most cost effective and direct option. It was a particularly proud moment for the group to arrive in their “own jet”, to represent Canada’s northern Territories.
What are your thoughts on FAM trips? Are they valuable? Why? Do they help you sell more? How can they be improved?
FAM trips are very important for product and destination knowledge as well as networking and building bonds with suppliers. They are typically jam packed with activities and information and are truly the best way to promote a product or destination to a ready-made sales team. A weakness or misalignment of the FAM trip is the ones that award to the highest sellers. To me, the highest sellers are not the ones that need the FAM to learn the product to sell – it is the others that may not know or sell the product yet that need to go on the FAMS.
What’s the biggest challenge you are facing in the travel industry right now? What do you think can be done to help it?
I see two challenges going on for some time. One is the lack of new agents coming into the industry – it isn’t a career choice many are considering or being offered by their local college or university, and the media runs a DIY travel narrative, so paid travel influencers are valued more and admired. Number two, is the supplier relationship with the travel trade – again grossly undervalued due to deregulation and direct marketing. Instead of marketing and sales allies, we are now competitors and in some cases shut out completely. Luckily there are still some savvy suppliers who know the value of fairly compensated travel trade and work well together in joint marketing.
Do you have anything to add?
I love running a business and travel is a challenging and rewarding industry to be in. Thank you for the opportunity to share and I encourage anyone looking at getting into the industry to do so with all you might, and you will see independence and reward.
Nominator:
“Carmen is a shining example of exceptional leadership, dedication, and passion for her business and clients. She is a trusted advisor, guiding both leisure and corporate travellers through every step of the process, ensuring every need is addressed and accounted for. Carmen’s warm and friendly demeanor makes every interaction a delight. It is truly a privilege to work with her and the team she’s built.”
