People making a difference

Whilst it’s been a while since I shared a post, I did not want this moment to pass without recognising the great work done by our Travel Counsellor business owners, colleagues and valued travel partners in supporting customers over a challenging few months. Each and every individual member and contributor to the TC community deserves to be recognised in this way, and in doing so I hope it’s also reassuring to others that during this pandemic, which has impacted us all, the relationships we create, the compassion we have and the care we show to each other is as relevant in business as it is in our own personal lives. 

In most countries we operate in we are dealing, both personally and as individual businesses, with the impact of further restrictions on travel. Our Travel Counsellors and colleagues continue to work tirelessly to help customers rebook and save their holidays and business trips, and above all, keep customer safety and wellbeing at the heart of everything they do.

The feedback directly from customers throughout this year, and on global review platforms such as Trustpilot, indicates how we have strived to do the right thing. Given the scale of what every travel company has faced in 2020 there will always be room for improvement. Notwithstanding our responsibility to make some very difficult decisions for the greater good, as many of us have to do, we are committed to trying to do the right thing by people so that we can all look back in years to come with pride in our behaviours and operating style, and how we responded to the challenges we faced together.

Because of our people, over the past eight months, we have been voted the UK’s Best National Travel Retailer in the British Travel Awards, won the Queen’s Award for Enterprise and been listed in the Sunday Times Top Track 250. We have also placed in the top spot in three consumer surveys by MoneySavingExpert, ranking travel companies who have looked after their customers during the pandemic.

“Travel will return in 2021, and my hope is that when travellers are booking next year, they remember the likes of Travel Counsellors… and reward them with their repeat or possible first custom.”

Martin Lewis, 

MoneySavingExpert.com

We have only received this recognition because of the special people we have in the Travel Counsellors community, powered by the culture and digital platform to enable them to share knowledge, skills and support each other in so many ways. These accolades also recognise the talented people who have sadly left us this year. 

In a travel industry hit so hard by the pandemic, customers have been reminded of the power and value of having a trusted adviser who will be there for you every step of the way. Building relationships and creating trust takes time, care, consistency, and skill. Whilst we navigate the next few days and months and the undoubted further serious kinks in the road that we will all face together, we will continue in the same calm, focused, and determined manner, thinking about our customers and our people.

As the vaccine is rolled out and the world opens up for travel again safely, people will be able to experience all that the world has to offer again and renew those valued face to face relationships with customers and colleagues. It means we can all look looking forward to 2021 with optimism, and with an often-referenced quote from Maya Angelou in mind:

“People may not remember exactly what you did, or what you said, but they will always remember how you made them feel.”

I wish you all a very Merry Christmas, happy holidays and of course whatever your current moment in your career and business, all the very best wishes for 2021.