My name is Nancy McInnis and my career as a travel agent has spanned over 30 years. My journey began immediately after graduating college, where I studied Travel and Tourism in Kitchener, Ont. I have held many roles including receptionist, tour host for a local motorcoach agency, independent travel agency owner, and am currently both a leisure travel consultant and corporate agent. I have had the opportunity to work for large name travel consortiums as well as independent ‘mom and pop’ store-front agencies. I have experienced many destinations first hand, and look forward to continuing on in this industry for many years to come.
Travel has always been my life… For as long as I can remember (and trust me, I have a very good memory) I have always wanted to make travel my life-long career. I first thought that I’d like to be a flight attendant, but quickly realized that being the front person to making someone’s travel plan become a reality was more my style. So many things have changed in this industry since my entry in the 1980s but it is indeed everything I thought it would be, everything I wanted it to be and more.
My favourite part of being a travel agent is interacting with my clients. Making a person’s potential vacation become a reality is very rewarding. While each client may have a different idea of what the perfect get-away may look like, each are equally important and exciting. Whether it be assisting with an all-inclusive package, a cruise, or preparing a custom tour in Europe, seeing the smile on my client’s face once their travel plans are in place is a wonderful feeling.
The least favourite part of my job is advising my client of a vacation/flight cancellation or schedule change. My relationship with my client begins the moment they sit at my desk. We build the perfect getaway together, and when I have to deliver the news that their flight or vacation has been cancelled or the airline has revised their flight plan, it is disheartening when I see the disappointment.
My biggest piece of advice to my fellow colleagues is: that as a travel consultant, we don’t need to know the answer to every clients’ question — we only need to know where to look for the answer or to seek out those who can assist us with finding the answer. This is a fast paced, ever-changing industry and each day we must utilize the tools and resources that are available to us.
“Revenge travel” was a phrase created when the world began to re-open after the COVID-19 pandemic. Travellers were absolutely beyond frustrated having to stay home for the two-three years while the pandemic was running rampant so it was a natural reaction for the ‘frenzy’ to occur. Now that the world has fully reopened, (while some restrictions and protocols are in place) and people are comfortable with travel again, our agency has seen a steady constant flow of travellers, but without the hysteria.
Travel has changed a lot since the pandemic and those wanting to travel can find it challenging (and overwhelming) when trying to navigate travel restrictions, travel protocols and understand booking terms and conditions. The knowledge available to a person who uses a travel agent is limitless, and what most people don’t realize is that most (not all) of the services we provide are free of charge. Personally, my client base has increased significantly, and our agency is always welcoming new clients.
Being both a leisure agent and a corporate agent I have a diverse range of clients. My corporate clients are individuals who come from various backgrounds, cultures and ethnicities who are all well established in their careers; my leisure clients include families, students, young professionals, parents, and grandparents. There are always ‘surprises’ in the travel industry, and this too is the beauty of the job – each client has a different request – each client is looking for a unique experience. No two clients are alike.
My life as a travel agent has provided me with many opportunities and I have memories that will be with me forever. Highlights have included visiting the Acropolis in Greece, seeing the ancient port city of Ephesus, experiencing the many wonderful beaches in the Caribbean. Most recently I travelled to Ireland doing my bucket-list trip, accompanied by my daughter. Life doesn’t get any better than this!
Whether I book my client on a short getaway or a much longer duration – the experiences that are associated with travelling are priceless. While each client may have a specific budget, to them every dollar spent is worth the experience, regardless of cost.
Charging a fee is becoming the industry norm. I feel charging a service fee or consultation fee validates our profession as travel agents for the knowledge and commitment that I offer to my clients. Having said that, I don’t charge a fee to every client — only to those whose reservations do not generate a commission from the travel supplier.
For those of us who work in travel, a huge shout out is in order for your unwavering commitment. For those who are considering entering this industry – please do so. Jump right in, and discover the world around you – through personal travel and through that of your prospective client. The world is at our fingertips – we need only to grasp it.
Thank you for this nomination, as it is an unexpected highlight of my career.
