04/09/2026
๐๐ข๐ ๐ฒ๐จ๐ฎ ๐ค๐ง๐จ๐ฐ? Today is National Travel Agents Day and this year Iโm celebrating 40 years in the travel industry with majority of that time as a travel agent and over that time the role of the travel agent has evolved more than ever before.
When I started in the 1980s, travel agents were the gatekeepers of travel. Customers relied on in-person visits, printed brochures, and we relied on manual flight tickets, revalidation stickers, ABC Guides and reservation systems like viewdata to book flights and holidays.
Expertise, relationships, and access to information were the professionโs greatest assets and it is still the same today.
The late 1990s and early 2000s brought a digital shift. Online platforms such as Expedia and Booking.com changed consumer behaviour, giving travellers the power to research and book independently. Airline commission cuts and the rise of direct bookings forced many agencies to rethink their business models, and legacy brands like Thomas Cook struggled to adapt to the fast-changing landscape.
Rather than disappearing, as an industry we reinvented ourselves and we continue to do so.
Today, we are no longer just booking specialists โ we are travel consultants, advisors, and experience designers. We provide personalised itineraries, niche expertise, crisis support, and curated travel experiences that technology alone cannot replicate. The pandemic further reinforced our value, as clients turned back to agents for guidance, refunds, and ever-changing travel regulations.
Technology and AI have streamlined the administrative side of the job, but theyโve also elevated the profession. As we now combine digital tools, destination knowledge, and human insight to deliver highly customised journeys.
What was once a transactional role has become a consultative, relationship-driven profession. In an age of overwhelming online choice, our greatest value remains as expertise, trust, and personalisation.
Today I wish to thank all my wonderful customers for your trust, patience and loyalty over the years. It is a privilege to look after your travel arrangements and help you travel with confidence, whatever is happening in the world. Also wish to thank my incredible trade partners for their continued support too and my industry colleagues - we are certainly stronger together.
If you are thinking about your next trip and would like support from someone who is with you every step of the way, I would love to help.
