Can you tell us a little about yourself and how long you’ve been in the industry?
I live just north of Toronto in a cozy commuter town with my wonderful wife and our adventurous three-year-old daughter, who’s already well on her way to becoming a frequent cruiser. I’m a full-time firefighter, but I also run my own home-based travel agency, H2O Escapes, under the host agency of The Travel Agent Next Door. I hold my Master Cruise Counsellor (MCC) certification through CLIA and am currently working toward my Elite Cruise Counsellor (ECC).
I jumped into the travel industry during COVID after experiencing first-hand how frustrating it was to get answers when everything shut down. I realized that if I was having trouble, so were others—so I made it my mission to help. Now, I’m the person who always picks up the phone and gets answers for my clients.
What do you specialize in and why?
If it floats, I book it. I specialize in anything that travels on water—mainly ocean and river cruising. I’m also diving deeper into expedition cruises and private yacht charters, because who wouldn’t want to sail to Antarctica or island-hop in the Caribbean like a rockstar?
I chose cruising because it’s my passion. If given the chance, my family and I would be on a cruise ship every time we get away. Plus, with thousands of hotels and all-inclusive resorts out there, I wanted to focus on one niche where I could really become an expert. It’s a win-win: I know the ins and outs of the cruise lines I sell, and my clients get top-notch advice they can trust. (And let’s be honest, luxury and river cruises also happen to pay better commissions—bonus!)
I recently read a study that women over 50 will drive $746 billion in travel spending by 2035—right after millennials. Does that align with your clientele? What’s the age of the majority of your clients?
Absolutely! Most of my clients fall into the 50-70 age range, and I’ve noticed that it’s usually the women who take the lead in planning their trips. Even when I speak with their husbands, it’s often followed by, “Let me check with my wife.” (Smart move, gentlemen!)
Interestingly, I’m also seeing a lot of “new to cruising” clients in their 30s who are eager to try cruising for the first time. They’re discovering that cruising offers the perfect balance of adventure and relaxation—and they’re hooked!
Are you noticing any interesting trends from the bookings you have? Are your clients still traveling to the U.S. with the ongoing tariffs?
Lately, I’ve noticed that clients are looking for ways to save money. A couple of years ago, I was booking more balcony cabins and suites—now, I’m seeing a shift toward interior and oceanview rooms to cut costs. Many clients are also considering value-branded cruise lines that offer a great experience without breaking the bank.
With the ongoing tariffs and the weaker Canadian dollar, I’ve had more inquiries about Canadian-based sailings and European itineraries that bypass the U.S. altogether. I’ve been promoting more Mediterranean and European sailings, but I’m noticing some hesitation with new bookings—probably because of the uncertainty about the economy. It’s a bit of a “wait and see” game right now, but I’m staying optimistic and ready for the next wave of bookings.
What’s your biggest piece of advice for travel advisors right now?
Be a sponge! Absorb everything you can from other agents, training sessions, BDMs, and even social media. There’s an endless amount of knowledge out there, and it’s impossible to know everything on your own. Build a circle of fellow advisors where you can share expertise, ask questions, and grow together. We need to stop seeing each other as competitors and more as allies—because when we work together, everyone wins.
Tell us about a booking that stands out—whether it’s the most expensive, the longest, or the most adventurous.
It’s not about one booking, but one client who’s now my biggest “champion.” When I first met her online about two years ago, she was adamant that she didn’t need a travel agent and preferred to book her cruises directly. I asked her to let me know the next time she was ready to book and compare my prices. I ended up saving her over $600 on her cruise—and she was hooked.
Since then, she’s booked four more cruises in three weeks and transferred eight additional bookings to me. Then came the magic words: “Oh, we’re travelling with friends…” which led to five new bookings. She now mentions my name in online forums, refers her friends, and even brought me back a ship model as a thank-you. You never know where a small gesture will lead, and this one has snowballed into an incredible relationship.
What are your thoughts on FAM trips? Are they valuable? Do they help you sell more?
FAM trips are worth their weight in gold. I’ve been on two so far—one with AmaWaterways and a Seminar at Sea with Celebrity Cruises. The AmaWaterways FAM introduced me to river cruising, something I hadn’t experienced before. It opened my eyes to a whole new way of traveling, and I’ve since sold multiple river cruises with confidence.
FAMs give you first-hand experience that translates into better advice and stronger sales. My only suggestion for improvement? Send me on more of them! You can’t sell what you don’t know, and nothing beats seeing a product in action.
What’s the biggest challenge you’re facing in the travel industry right now? What do you think can be done to help?
My biggest challenge right now is that most of my trip bookings originate in the U.S., and with the weak Canadian dollar and current political climate, I’m seeing fewer new bookings. Many clients are hesitant to commit to a cruise a year or more out with so much uncertainty.
To combat this, I’m shifting my focus to promoting European Ocean and River Cruises and exploring more all-inclusive resorts and guided tours to supplement my cruise sales. I believe this slowdown is temporary, and I’m committed to staying the course and advocating for cruising. It’s what I love, and I know it’s only a matter of time before the tides turn.
Do you have anything to add?
Specialize in what you love. You can’t know everything about everything, but if you focus on a niche, you’ll become an expert that clients trust. Get to know your BDMs, subscribe to their emails, and take advantage of their expertise—they’re there to help you make sales.
And don’t underestimate the power of friendships in this industry. Build a network of trusted advisors you can turn to for advice, brainstorming, and support. Lastly, if you’re new and looking for guidance, feel free to reach out. I’m more than happy to chat and share what I’ve learned along the way. [email protected]
Nominator:
“Dylan has been eager and dedicated from day one, taking the time to complete his Virgin Voyages training and dive deep into understanding what makes us unique. His passion shines through in everything he does—especially in his strong social media presence where he actively engages with his audience and shares helpful tips and promotions to keep his community excited about sailing with Virgin.
With a Facebook group of over 4.5k Canadians, Dylan consistently pushes our offers and keeps his followers in the loop, creating a space where potential Sailors feel informed and inspired. Whenever I need a hand—whether it’s a presentation, quote, or video—Dylan is always ready to step up and help out.
As one of our newer advisors in Canada, he embodies that “Screw It, Let’s Do It” attitude, bringing in new clients and delivering top-notch service to keep them coming back. We’re lucky to have someone with his drive, enthusiasm, and commitment on board.”
