Tell us a little about yourself and how long you’ve been in the industry?
I was destined to work in the travel industry being born to Canadian parents in the service in Baden-Baden, Germany. Having a nomadic life in the armed-forces meant I was never stationary and lived all over but grew up primarily in Moose Jaw, Saskatchewan. I followed my parents’ footsteps and did a stint in the Canadian Navy to see the world and discover my love for travel. I was smitten, and I joined the travel industry in 1989.
Why and how did you decide to become a travel advisor?
I started late to the industry and had no formal training but I was recommended to a local boutique travel agency that was looking to hire someone with passion and an attention to detail. I guess my work on a ship’s radar paid off! I knew deep down that being a travel advisor would be my calling as it married together my discipline, love to travel and joy to give great service to others.
What’s your favourite part of being a travel agent?
It may sound cliché but I truly find satisfaction and happiness when I can work closely with clients to find them their perfect escape. I love the challenge of doing group bookings whether it’s an all-inclusive or larger FIT package. I’m also the frequent choice for discerning executives in corporate travel from CEOs to conference delegates.
What’s the main thing that’s changed about your clients or the travel industry since the pandemic?
Availability and costs. When looking for a hotel, package, etc. finding that a lot sadly may not have made it through the pandemic. And clients are finding that pricing is higher than it was in 2019, which is totally understandable but we still have to explain to them. And this is the new reality. And with the limited space, the days of last minute deals are not really there.
Do you believe more people are using travel advisors since the pandemic? Why or why not?
A lot of new clients are saying after what they went through with the pandemic, and lack of assistance from Online retailers , they see the value a live travel agent brings. And long-standing clients , who then send and tell their friends about the assistance and power an agent brings.
Can you share a special travel memory and what travel means to you?
I had a phenomenal time on a Mediterranean Cruise that had an excursion to the Sagrada Familia in Barcelona that brought me and my travel partner to tears. The inside of this magical cathedral was utterly otherworldly and transformative. May there always be a moment like this on every trip!
What’s still on your travel must see list?
I sell a lot of River Cruises and I would love to follow in the footsteps of the Pharisees and drift down the Nile to the Valley of the Kings. The Nile was the original highway of the Ancient World and it would be a life-dream to experience, especially if I can do it on a 5 star vessel.
In hindsight, what do you know now that you wish you knew when you were first starting out?
Take things in stride. Yes, do everything you can for all clients, but as in life there are circumstances where the events are out of your control and all you can do is your best to make it right as possible.
Where do you stand on charging fees?
I always charge fees. My services are a value-add. In fact most of my clients don’t believe I charge enough. They’ll never get my kind of service from an online booking and if something goes wrong with them on a trip… they want me in their corner.
What’s the nicest thing a client has ever done for you?
I have clients who truly appreciate the work I do for them and their families but sometimes it’s the advice I gave an elderly woman once about a trip she was talking to the UK. She wasn’t a client of mine and just popped into the Transat agency with a question. I answered it and two weeks later I received a handwritten postcard from England thanking me for the advice. Now that puts a smile on my face.
