12/06/2026
Be easy to do business with.
This is a mantra that revolutionised the way I view business and customer relationships.
I first heard it around 2013 while working for a major gym brand. At the time, we were going through a significant change in the way customers interacted with us, and this simple statement became the backbone of that new direction.
Stripping back "the way it's always been done" contracts and processes, and instead thinking about how the customer actually wanted to work with us, was forward-thinking at the time. I feel fortunate to have worked in that industry during such a transformational period because it exposed me to some valuable lessons that have stayed with me ever since.
And being easy to do business with is one of them.
Our customers lead our business.
If a client needs to discuss travel plans after hours on a Friday, we do our best to make it happen.
If they need to cancel plans, we action it without unnecessary hurdles.
If they want 500 itineraries to 20 destinations, priced in economy, premium economy and business class so they can compare every possible option—we might quietly tear our hair out—but you better believe we'll do it.
We don't always get it right, and we're certainly not the right fit for everyone.
But it is absolutely second nature for us to conduct ourselves as a business that is easy to do business with.
Yours in travel,
Alex ✈️