OutCoast publisher shares her journey to build an inclusive tourism hub for advisors.
40. ORGANIZATION: YOUR CORNERSTONE FOR SUCCESS
Learn how implementing organized systems can help your travel business thrive and keep your to-do list in check.
44. TRAVEL THE GLOBE: TIPS FOR SELLING WORLD CRUISES
With the right timing, personalized service and expert guidance, booking clients on these epic journeys can secure a large commission and build lifelong loyalty.
52. TRAVEL ADVISORS HELPING TRAVEL ADVISORS
These savvy travel professionals have created unique tools and resources to help their peers.
62. WHAT WOULD YOU TELL YOUR YOUNGER SELF?
These eight travel industry leaders share their insights.
70. HOW TO BECOME MORE VISIBLE IN YOUR LOCAL COMMUNITY
Community engagement can be an excellent way to highlight your value to potential customers.
74. 4 TRAVEL SCAMS TARGETING ADVISORS
Vigilance is key when it comes to preventing scams that could affect your business.
Advertising Producers – Joseph Enslin, Kyle Krause
Brand Ambassador – Vonda Keeler
PUBLISHER
Steve T. Strickbine
Published by Firebrand Media
A division of Times Media Group
DIRECTOR OF OPERATIONS
Nadine Johnson
ADVERTISING DIRECTOR
Nick Oliveri
DIRECTOR OF CUSTOM PUBLISHING
Steve Zepezauer
GROUP EDITOR
Justine Amodeo
CREATIVE & MARKETING DIRECTOR
Tracy Powell
PRODUCTION MANAGER
Tina Leydecker
The travel industry is a tremendously huge ecosystem. When I first started my career, I didn’t realize how expansive the travel world was, but I quickly came to appreciate how travelers interact with advisors, airlines, hoteliers, cruise lines, transportation companies, tour guides, technology providers, etc., all working together to enable memorable experiences. This industry is incredible!
Think about the thousands of people on any given day at Disney, Universal and other Orlando parks. On that same day, the shows and casinos in Las Vegas are packed, the beaches of Mexico are full, cruise ships are sailing the world, airports are busy and hundreds of thousands of other travelers are enjoying other destinations. We all have our role in the travel orchestra to enable travelers to explore the globe.
The travel industry is such a great one to work in. Whether it’s sending people on a family vacation, their honeymoon or off to paradise to rejuvenate, there’s an incredible purpose to what travel industry people do. Enabling people to explore new destinations to broaden their perspectives, see how other people live and gain new perspectives is so important.
When I started in this industry almost 40 years ago, I was coming straight out of the University of Wisconsin with a computer science degree. Being in IT, I had no idea I would fall in love with the travel business, but it’s
John Ische PRESIDENT, TRISEPT SOLUTIONS
John’s industry tenure spans more than three decades.
such an incredible industry for a technologist.
One piece of advice I’d give to newer members of the industry is that relationships matter. It doesn’t matter if it’s relationships with those you work with daily, suppliers you work with occasionally or those you spend time learning and growing with, they all matter.
I was fortunate enough to learn this early in my career to be in a position that exposed me to a lot of different people throughout the travel ecosystem. Those relationships I was able to form and grow early on are a huge part of why I found success and a love for this industry.
My travel industry relationships are among those I most treasure. These are people I have worked with through times of crisis and in times of growth and success, and being a part of their personal growth and journeys has been rewarding. I encourage you to lean on your network and continue growing and expanding your journey in this fantastic industry.
The people of travel. It’s this issue’s theme, and when I think of the people of travel, my mind scans over numerous faces of people I have met over the years.
And when I look through them, I’m grateful for each and every industry relationship I’ve made, but my mind can’t help but linger a bit longer on the first group of people who welcomed me into the industry: the people at my very first travel job. When anyone starts a job with a new company, let alone enters a brand-new industry, it can be simultaneously exciting and intimidating. The terminology is foreign, and you can feel out of place, but the people surrounding you are what can make or break your decision to plant your feet.
This is why it’s so important to not only welcome the new travel professionals entering our industry but also help guide and educate them in any way possible. Whether it’s spending time mentoring newbies or something as simple as talking to someone standing alone at a conference, a welcoming gesture can go a long way.
In this issue of The Compass magazine, you’ll hear from several different voices in travel. One feature shares advice from industry leaders, and another highlights helpful businesses created
by travel advisors for travel advisors. You’ll also meet Joanie Ogg, who has spent her career training and enabling advisors to succeed, and Krystal Aziz, who is in the process of building a new CRM for travel professionals. Other topics in this issue include advice on how to become more visible locally, tips for avoiding scams and insights for booking world cruises.
In today’s world, the importance of building and strengthening relationships remains paramount. You’ll hear time and time again from various people throughout this issue that relationships are crucial to success. No one can do it alone, and why should we? It’s more fun to navigate this industry hand in hand.
It’s so important to not only welcome the new travel professionals entering our industry but also help guide and educate them in any way possible.
Codie Liermann
MANAGING EDITOR
Codie aims to deliver valuable content to travel advisors.
CONTRIBUTORS
SAMANTHA ANDERSON
Samantha Anderson is the editorial intern for VAX VacationAccess. A communications and journalism major at Carroll University, She can always be found on the soccer field or with her nose in the latest book. New to the industry, she’s excited to write travel content and is looking forward to the next big adventure that awaits!
SHANNON SIMCOX
Shannon Simcox is a writer and editor based in Delaware. A veteran journalist, Shannon is passionate about travel, whether it’s across the country with her large family or experiencing new cultures with total strangers. She is a regular contributor to publications within healthcare and business industries and works with organizations to build community with the written word.
JENNA BUEGE
Senior editor for VAX VacationAccess and world explorer, Jenna Buege loves writing about all things travel. When she’s not busy creating content, she spends her time exploring the great outdoors, cuddling with her two black cats and researching her next big (sometimes strange) adventure.
Joni Sweet is a freelance writer who’s driven by adventure. Her journalistic pursuits have taken her around the globe — rafting down the Ganges, hiking the rainforests of Borneo, swimming with whale sharks in Mexico and hot air ballooning over Cappadocia. Her work has been published by National Geographic, Lonely Planet, Forbes, TIME, Travel Weekly and many other publications.
ROSSILYNNE SKENA CULGAN
Rossilynne Skena Culgan is a journalist and author whose writing can be found in Time Out New York, Saveur Magazine, Atlas Obscura, Thrillist, Google Arts & Culture, and the Pittsburgh Post-Gazette. She’s the author of travel guidebooks “Secret New York City: A Guide to the Weird, Wonderful, and Obscure” and “100 Things to Do in Pittsburgh Before You Die.” A Pittsburgh native, she now lives in New York City. No matter where she travels, she’s always keeping her eyes peeled for vintage signage.
Thank you to our talented writers for your creativity, which helps bring The Compass to life each issue.
JONI SWEET
Stay the course on these big issues.
WORDS / JENNA BUEGE
DISNEY TEAMS UP WITH BLUEY
and her
Beloved by parents and children alike, visitors to Disney parks and cruise ships may have noticed a new furry friend out and about as the company recently welcomed Bluey, the famed blue heeler dog from the animated series by the same name, as the newest addition to its assembly of whimsical characters. Whether they spot Bluey and her sister Bingo at Disneyland, Disney World or aboard a Disney Cruise Line ship, travelers and their families will love having the chance to meet the life-sized canine cuties during their next Disney vacation. “Bluey has become a household name for families around the world and we are thrilled to bring her story to life in new ways,” said Josh D’Amaro, chairman of Disney Experiences.
Visa-Free Visits to China
In hopes to attract more overseas travelers, China has loosened its visitation regulations to allow Americans, in addition to visitors from 50+ other countries, to stay in the destination for up to 10 days without a visa. Enacted as a response to low tourism numbers in the wake of the COVID-19 pandemic, travelers can now enter the country through 60 approved locations spread throughout 24 provinces, including Beijing and Shanghai, two coveted destinations as demand for travel to Asia continues to soar among vacationers. Prior to this extreme shift in policy, visa-less visitors were only allowed to remain in China for 72 to 144 hours.
Bluey
sister Bingo have joined Disney’s lineup of beloved characters.
Travelers can now visit popular Chinese destinations like Shanghai for longer thanks to updated visa regulations.
VIETNAM’S PLANS FOR HIGH-SPEED RAIL
Traveling cross-country is about to get a whole lot easier for visitors to Vietnam thanks to the nation’s plans for a shiny new high-speed railway. Expected to kick off in 2027, if all goes according to schedule, the project will connect Hanoi in the north to Ho Chi Minh City in the south via trains that reach top speeds of 217 miles per hour as soon as 2035. For a better understanding of just how quick that is, the journey, which currently takes 30 hours, would be cut down to a much more manageable five hours. “This project is pivotal for restructuring transport shares and serves as a cornerstone for Vietnam’s leap into a new era of growth,” said Nguyen Danh Huy, deputy minister of transport for Vietnam.
Tent camping is a popular activity in Redwood National and State Parks.
CALIFORNIA NAMED BEST U.S. STATE FOR CAMPING
According to safari company Asilia Africa, California is the best U.S. state for campers and outdoor enthusiasts. After analyzing data metrics like wildlife and plant diversity, light pollution levels, rainfall, number of national parks, urbanization rates, outdoor activities and population density among destinations across the globe, the brand awarded The Golden State a score of 71.8 out of 100, making it the nation’s number one camping destination. “(California) has the highest number of national parks than anywhere else in the U.S. with nine in total, including the world-famous Yosemite and Joshua Tree national parks, completely eclipsing any other state,” said Asilia Africa. “There are also plenty of outdoor activities to enjoy, from rugged hikes to lakeside dips. Not only this, but California is also incredibly diverse, offering some of the most species of wildlife and plants in the U.S.” According to the company, Texas and Arizona also rank highly among outdoorsmen, and the U.S as a whole garnered a score of 78.99 out of 100, coming in just behind Australia which was dubbed the best country to camp in in the world.
SWITZERLAND HOME TO "WORLD’S STEEPEST" CABLE CAR
Those with acrophobia need not apply, Switzerland is now home to the Schilthorn Cableway, a daring new cable car that dons the title of “steepest in the world.” Scaling an impressive 2,543 feet at a gradient of 159.4% in just four minutes, Schilthorn is situated in the Bernese Alps and connects the charming village of Stechelberg to the car-free town of Mürren. In addition to attracting thrill-seekers, Schilthorn has something for movie buffs too, as Mürren is known for its connection to Schilthorn Piz Gloria, a 360-degree revolving restaurant made famous by its 1969 appearance in the James Bond film “On Her Majesty’s Secret Service.”
A cable car ascends to the summit of Schilthorn in the Bernese Alps.
A new passenger train in Vietnam will connect Hanoi to Ho Chi Minh City.
THE WORLD’S TOP CITIES REVEALED
London was named the best place in the world for “livability,” “lovability” and “prosperity.”
Conrad Is Coming to Los Cabos
According to the 2025 World’s Best Cities report, a global study headed by Resonance and powered by Ipsos, London is the best place in the world for “livability,” “lovability” and “prosperity.” Marking the destination’s 10th consecutive win, according to Ipsos, this achievement highlights the city’s “enduring global appeal in the face of economic and political headwinds.”
Snatching the title for second place was New York City followed by Tokyo in third and Singapore in fourth. “This data is unique in the sense that we’re not just measuring a pre-selected list of the largest cities, but we instead allow survey respondents to tell us where they want to live, visit, and work, regardless of the size of the location,” said Jason McGrath, executive vice president and head of Ipsos’ Corporate Reputation practice.
Mexico is getting a swanky new addition as Hilton recently began construction on Conrad Los Cabos, a luxurious beachfront property expected to debut in 2027 as part of Oleada Pacific Living & Golf, a resort complex with a links-style course imagined by golf pro Ernie Els. Once completed, Conrad Los Cabos will boast 175 guest rooms — including 21 suites with plunge pools — and 43 residences with options for two, three or four bedrooms. The property will represent the brand’s third hotel in Mexico, joining the ranks of Conrad Tulum Riviera Maya in the Yucatán Peninsula and Conrad Punta de Mita in Riviera Nayarit.
This rendering depicts the main pool area at the upcoming Conrad Los Cabos.
Yes the beaches are literallythatdazzling…
Extend the bliss of summer by booking your Sailors on a fall 2025 4-12 night Caribbean voyage from our Miami or San Juan homeports.
They’ll enjoy over $1000 in Always Included Luxury — without the nickel and diming they face from other cruise lines — while sailing between iconic Caribbean destinations on our kids-free voyages.
Book now through 2027 and they’ll enjoy 75% off their second Sailor and up to $500 in instant savings. Plus, we’re always Brilliant For You with 16% commission on voyage fares (no NCFs ever!) and 10% on pre-voyage bookables.
WE ASKED: WHAT’S ONE THING YOUR BIGGEST MENTOR IN THE TRAVEL INDUSTRY TAUGHT YOU?
Michael Schellhase PRESIDENT OF TRAVEL HAUS
WEBSITE travelhaus.com
FACEBOOK facebook.com/TravelHausUSA
“I have had many mentors, but one who stands out is Claus Claussen; he immigrated from Germany with many stops along the way before he purchased a travel agency in St. Louis. He traveled five continents purchasing lumber, and one day while in Africa, he had a load of trees fall on top of him. The doctors told him they needed to amputate his leg at the kneecap. He was devastated and pleaded with them to give him time to rehab. Well, he not only rehabbed his leg by using a stationary bicycle but also became an amateur bicycle champion on the roadways. His grit and determination taught me that if you put your mind to making something good happen, you can do it! This industry is very much like getting a piece of your body taken away: airline commission cuts, Desert Storm, 9/11 and COVID, to name a few. Travel agents must continue to work hard, stay resilient and believe in themselves. Claus was living proof and an inspiration to never give up in times of adversity.”
Victoria Ogier OWNER & FOUNDER OF GOOD TRIP TRAVEL CO.
WEBSITE goodtriptravelco.com
FACEBOOK facebook.com/goodtriptravelco
“The first agency owner I worked for taught us early on, ‘Don’t sell out of your own pocketbook.’ At first, I didn’t fully grasp the meaning, but over time, I realized the importance of being non-biased and client focused. As travel advisors, we often draw from our own experiences, but it’s critical to qualify clients thoroughly, share all available options and present solutions across various price points that align with their vision — not our assumptions. That advice has helped me build stronger trust with clients and consistently deliver trips that exceed their expectations.”
Margie Jordan FOUNDER & TRAVEL ADVISOR AT JORDAN EXECUTIVE TRAVEL
WEBSITE jordanexecutivetravel.com
FACEBOOK facebook.com/jetsinc
“One of the best things my mentor taught me wasn’t through words — it was through her actions. She always made time for my questions, no matter how silly they were. She never made me feel like I was bothering her or should already know the answer. Instead, she showed me what it looks like to care about someone else’s success. She cared about my success as much as her own. That stuck with me. Now, I pay it forward by giving that same kind of support to others.”
Tracee Williams AGENCY MANAGER/TRAVEL ADVISOR AT DESTINATIONS
WEBSITE destinationsar.com
FACEBOOK facebook.com/traceewilliams
“In 1984, after being laid off from my first travel industry job, I found an incredible opportunity with a remarkable agency manager and owner. Both became invaluable mentors who shaped my journey as a young advisor. One taught me that mistakes are inevitable; we all make them. The key is to own up to errors and do everything possible to make them right. They emphasized that our word and reputation are the foundation of success in this industry. The other mentor gave me a lesson in value: never shop from your own checkbook. Once I learned to focus on what the guest truly wanted and crafted the perfect experience, price became secondary to delivering their dream. These lessons remain cornerstones of my career, a gift I still cherish today.”
HOTEL RIU PALACE BAJA CALIFORNIA
Are you ready to embark on a journey of love at this gem in Cabo?
Say “I do” with the sand beneath your feet and the ocean as your backdrop. Located at a privileged location with views of the famous “Arch“ at Cabo San Lucas, the adults only Riu Palace Baja California makes the perfect match for an unforgettable wedding by adding the new Elite Club by RIU, elevating the All-Inclusive experience RIU is known for.
A collection of lifetime memories
Take a look at our four Wedding Collections and find the one that best suits your dream wedding; we have everything you need for a day that you and your guests will treasure forever. Book through www.weddingsbyriu.com
NIFTY NAVIGATION: GOOGLE MAPS FEATURES MAKE TRAVELING A BREEZE
Encourage clients to utilize these helpful app functionalities during their next vacation.
WORDS / JENNA BUEGE
Areliable sidekick for exploring new destinations, scoping out potential shops and restaurants and reading rave reviews, Google Maps is an essential tool for anyone looking for easy navigation on the go. And while you might be familiar with much of the app’s functionality, we’re hoping to introduce you to these five nifty features that could be a gamechanger for you and your clients.
LIVE VIEW
Perfect for those who rely on landmarks and visuals to find their way, Google Maps’ “Live View” allows people to orient themselves using the power of augmented reality. Only accessible from “Walk” mode, upon activating Live View in the app, users will be prompted to utilize their camera to scan their surroundings. From here, Google can detect their location and instantly generate an interactive map that mirrors their real-life environment. But here’s the cool part: when travelers hold up their screen to start walking, their directions will appear atop renderings of nearby buildings and street signs, allowing them to refer to 3D arrows and the company’s iconic red location pin along the way.
OFFLINE MAPS
In today’s high-speed world, we rely greatly on a steady Internet connection to do, well, pretty much everything. However, when traveling to far-off places, spotty Wi-Fi signals and cellular dead zones are inevitable, rendering some of our most relied upon apps and navigation tools useless. But fret not, offline maps are here to ensure travelers get from point A to point B, even when Wi-Fi and mobile data
Users can navigate using “Live View” in the Google Maps app.
are hard to come by. For the uninitiated, creating an offline map is easy: all you need to do is search for your destination in Google Maps, click your profile picture in the upper right-hand corner, select “Offline maps” and choose “Select your own map” to instantly download an offline map of the specified area. Best of all, when the time comes to use said map, essential navigation features like turn-by-turn directions,
location search and route details are all still available, making it harder than ever to get lost while on the road.
ACCESSIBILITY INFO
Strollers, wheelchairs, walkers and more, millions of Americans rely on mobility aids to explore at home and afar every single day. Unfortunately, as people who depend on these devices know, not every business,
restaurant or mode of transportation is equipped for easy access, resulting in some frustrating trial and error along the way. Helping to take the guesswork out of things is Google Maps’ “Accessible places” functionality, an option that, when toggled on, displays a wheelchair icon next to business listings to denote whether they have an accessible entrance. For even more accessibility deets, users can tap on a specific place and scroll down to see if it offers accessible seating, parking and a wheelchair-friendly restroom.
LOCATION SHARING
A feature that’s especially handy for solo vacationers and adventurous travelers who might be heading off the beaten path, realtime location sharing is a fast and easy way for people to keep loved ones and trusted friends in the loop when away from home. And while, as a travel advisor, you always hope every vacation goes off without a hitch for your clients, a little extra peace of mind can go a long way, for both travelers and the people who care about them the most. To enable location sharing, users can open the Google Maps app on their phone, tap their profile picture to select “Location sharing” and choose “Share location.” From here, they will have the option to determine how long they want to share their location and with whom, making it easy to customize who sees what and when.
BUSINESS IDENTITY ATTRIBUTES
For many, finding and supporting members of their community is important, and this remains true while traveling. Vacationers hoping to support businesses that align with their identity will want to keep an eye out for what Google Maps calls “business identity attributes,” labels that appear alongside applicable business listings to denote specific business identities including “Disability-owned,” “Veteran-owned,” “Women-owned,” “LGBTQ+-owned,” “Asian-owned,” “Black-owned” and “Latino-owned.” To make finding these places even easier, travelers can directly plug any of the above identifiers into their search bar and instantly browse the results.
Google Maps’ accessibility info can be helpful for people with strollers, wheelchairs, walkers and more.
ENABLING ADVISORS TO ACHIEVE THEIR DREAMS
Look back on Joanie Ogg’s inspiring career and discover her advice for the modern travel pro.
For over 40 years, Joanie Ogg has been a household name for members of the travel industry. Whether you recognize her from one of the popular websites and online communities associated with Ogg Marketing Group, know her as the Godmother of Emerald Waterways’ Emerald Star or remember her from the early years when she owned companies like Windansea Vacations and NACTA, it’s safe to say Ogg’s career has made a big impact on travel and tourism — and the people that make it happen — throughout the years.
And while she jokes it’s unlikely she, nor her husband Tom, will ever officially retire, saying, “We love this industry too much, and it is weaved into our personalities,” Ogg plans to slow down in 2025, sharing that she’s passing the reins to her son Andy to make more time for family — and pets — in between creating educational content for advisors.
As she makes this transition, The Compass is looking back on her fabulous career, highlighting a few of her favorite moments and spotlighting her advice for the modern advisor.
HOW IT STARTED
Growing up, Ogg’s mother owned a travel agency and, “To support my teenage shopping habit, I was given the brochure and tariff filing duties,” she recalled. “I was very blessed to have had many travel experiences in my early years.” By age 20, Ogg made her way to Northern California and began working at Runaway Tours, a Hawai’i tour company. Serendipitously, this move led to her meeting her husband Tom, who was an Aloha Airlines escort at the time, in the lobby
WORDS / JENNA BUEGE PHOTOS COURTESY OF JOANIE OGG
Dog Sledding in Alaska during the 2023 Avoya Travel Conference
of the Halekulani Hotel.
Together, the pair went on to start Windansea Vacations, a Hawai’i FIT tour company, and later purchased a small association called NACTA — originally the National Association of Commissioned Travel Agents. “We could see the writing on the wall and felt that home-based travel agents were going to be the future of the travel business,” she said. They weren’t alone in this revelation, and in 2000, the Oggs sold NACTA to the American Association of Travel Advisors. “We did not include our books or HomeBasedTravelAgent.com in the sale,” Ogg said. “We then started FindaHostTravelAgency.com when it became obvious that the industry needed a site that featured credible host agencies.”
A FAMILY BUSINESS
Married for 43 years, today the Oggs own and operate several brands under the Ogg Marketing Group umbrella including Travel Professional NEWS, Find a Host Travel Agency and Home Based Travel Agent. Their son has become a longstanding member
of the team, too. “Our amazing son, Andy … shared his interest in being a part of the family business, and we could not have been happier,” Ogg said. “Since then, we have worked closely together to build and grow our business portfolio.”
Looking back, Ogg shared that while she’s had surreal experiences like dining with the Prince of Monaco and meeting the President of Ireland, some of her proudest professional moments happened when advisors shared how much Ogg Marketing Group helped them grow their careers. “There is really nothing quite as fulfilling,” she said. “Tom and I, and now Andy, have dedicated our business to training and enabling travel advisors to achieve their dreams and goals for decades, and their success stories are our success stories.”
ADVICE FOR ADVISORS
“Focus and tenacity are the critical elements to have a successful travel business,” said Ogg. “The same is true for marketing. An appropriate marketing channel depends on an agency’s niche and client base. However,
travel is a relationship business, and using the technology to maintain relationships is critical.”
As we hurdle toward a futuristic reality, Ogg notes keeping up with new trends, namely AI marketing, is tricky. However, she assures advisors Ogg Marketing Group is here to help. “Tom has always been into technology and is simply completely immersed in AI,” she said. “Be sure to read his articles in Travel Professional News for easy to understand and useful information about AI marketing tools and strategies.”
WHAT’S IN JOANIE’S CARRY-ON?
“I have my wipes for the tray table, AirPods for my Audible Books, my iPad, projects for work that I rarely get to doing and often a crochet project I am working on for my Grands. One of my favorite in-flight joys is to look at photos on my iPad reliving past memories.”
An Ogg family holiday photo; right: Andy, Tom and Joanie Ogg
MEET THE TRAVEL TECH TRAILBLAZER
How Krystal Aziz is reinventing the industry for the next generation.
WORDS / SHANNON SIMCOX
PHOTOS COURTESY OF KRYSTAL AZIZ
Growing up with a global perspective can reshape your worldview. That was true for Krystal Aziz, whose father’s career with Continental and later United Airlines meant frequent flights and exposure to diverse cultures from a young age. Yet even with a passion for travel and a degree in marketing from Sam Houston State University, Aziz never imagined she’d build a technology platform that could disrupt the travel industry.
But that’s where she is today. As vice president of operations for Trazel, a new customer relationship management (CRM) tool poised to transform how travel agents work, Aziz is channeling her entrepreneurial spirit into simplifying travel booking
— and, in the process, helping create a more accessible future for advisors worldwide.
FROM FREQUENT FLYER TO RISING EXECUTIVE
Growing up in New York, Aziz embraced her father’s passion for exploring the world. “We flew worldwide, immersing ourselves into many different cultures — an experience that showed me firsthand how travel can unite people,” she recalled.
After graduation, she planned to enter the oil and gas industry. Fate intervened when Tim Evans, owner of Modern Travelworks, a full-service company specializing in destination weddings and group trips, and now CEO of Trazel, offered her a chance to pivot into the travel industry — a match for
her business savvy and adventurous spirit.
“I found myself in the travel industry by chance,” she explained about her beginnings at Modern Travelworks. She quickly rose through the ranks, taking on roles as a travel advisor and director of operations, and ultimately spearheading Trazel’s development and beta launch.
BUILDING TRAZEL: CLOSING THE TRAVEL TECH GAP
Trazel emerged to tackle a persistent industry problem: fragmented technology. “If you’re looking to quote something, you likely need three or four systems open at all times,” Aziz explained. Launched in beta in January 2025, Trazel consolidates quoting, booking, accounting and more into one platform.
Trazel’s first presentation with Kendyll Baez, Tim Evans and Krystal Aziz in August 2024; right: An adrenaline junkie skydivess in Miami.
responsibilities.”
LOOKING AHEAD: A CURIOSITYFUELED FUTURE
As Trazel grows, Aziz envisions building a peer-to-peer mentorship platform — an “incubator-type environment” in which advisors can solve the industry’s biggest hurdles. It fits her commitment to supporting underrepresented voices and fostering a collaborative community.
Aziz dedicated two and a half years to shaping Trazel into a comprehensive CRM tailored for travel advisors — conceptualizing features, testing workflows and fine-tuning the interface to meet advisors’ needs. “Trazel is designed so advisors can manage every aspect of their business seamlessly, without needing to rely on multiple platforms,” she explained. Her vision? To establish Trazel as the leading CRM for the travel industry.
MASTERING THE ART OF MULTITASKING
Aziz’s accomplishments extend beyond her role at Modern Travelworks. While leading the agency’s transition to remote work in 2020, she demonstrated her ability to manage large-scale organizational changes. Then, in
2022, she took on the challenge of juggling the complex projects that come with building a new tech company.
“I time-blocked everything,” she said. “When building Trazel, we started our meetings early in the morning, so I could switch to my advisor responsibilities afterward. I’m hyper-organized, and I use tools like Google Docs and Trello to make sure everyone knows what needs to be done. Especially in a team collaboration, I’m not a one-man-show. When I’m hyper-organized, my team can be organized, too.”
Her core advice for advisors is straightforward: “Get really good at what you’re currently doing before you add more,” she said. “You don’t want service to suffer because you took on too many
Her entrepreneurial drive may eventually lead her beyond Trazel. She’s already eyeing private aviation. “I love to fly, so it makes sense,” she said, adding she has no plans to abandon Trazel’s evolution; she thrives on tackling multiple challenges at once.
DON’T LOSE SIGHT OF YOUR
‘WHY’ Aziz’s guiding principle is simple: “Don’t lose sight of your why.” That focus has carried her through unexpected detours, uncertainty and the daunting task of building a product from scratch. By staying grounded in her purpose — connecting people with the world — she’s crafted a path driven by both passion and innovation.
As the travel industry evolves, Aziz stands out as a force determined to reshape how advisors work and how travelers experience the globe. She’s forging her own path — and lighting the way for the next generation of travel innovators in the process.
Clockwise from top: Great Pyramids of Giza; left to right: Roger Aziz (dad), Leela Aziz (mom), Krystal Aziz and Kimberly Aziz (little sister) — her “support system”; Galápagos Islands, 2022; First pilot class with American Flyers out of Houston
GET TO KNOW THE HIDDEN DISABILITIES SUNFLOWER
Learn how this innovative program is working to make the invisible visible.
Did you know these common health conditions are all considered “hidden disabilities?” Unlike a visible disability, a hidden disability has little to no outward indicators making it difficult, and sometimes even impossible, for others to recognize without disclosure.
Hidden Disabilities Sunflower — a company dedicated to making invisible
disabilities visible — wants people to know that doesn’t mean they don’t exist.
In fact, it’s quite the opposite, with the organization sharing that an estimated one billion people around the globe have a hidden disability.
Working to make life a little easier for those living with these conditions, including when it comes to traveling, is
Hidden Disabilities Sunflower’s popular program by the same name which urges
participants to become what it calls “Sunflower wearers” by donning a pin, lanyard or wristband decorated with the familiar yellow plant.
Akin to a secret code word, the flower acts as a stealthy communication to participating staff and businesses, a golden symbol signifying that the wearer might need a little extra TLC as they go through the motions.
“Trained staff at participating venues offer (Sunflower wearers) tailored assistance, such
The Hidden Disabilities Sunflower is widely recognized.
as extra time or navigation help,” said Lynn Smith, regional director, U.S. for Hidden Disabilities Sunflower. “Airport employees are trained to recognize the HD Sunflower and will ask if they can help.”
“Everyone has a right to travel, and our aim is a world where people with invisible disabilities are confident to travel independently knowing that they will receive the support that they may need at every stage of their journey,” said Smith.
When asked how travelers can utilize the Hidden Disabilities Sunflower while on the road, Smith gave a few examples. “Travelers who are neurodivergent, have anxiety,
WHAT IS THE HIDDEN DISABILITIES SUNFLOWER?
The Hidden Disabilities Sunflower is a discrete way to communicate a disability or condition that is not immediately apparent. It is recognized around the world and is an indicator someone might need additional help, time or understanding while in public spaces.
dementia (or a) brain injury may use the Sunflower to indicate they need more time, patience and support navigating the airport and following airport personnel instructions,” she said. “Travelers with medical devices that are not visible, such as ostomy bags, PICC lines or an implantable cardiac defibrillator, may use the Sunflower to indicate they need specialized security screenings to safely accommodate their devices. Travelers who have chronic pain, limited mobility or limb weakness may use the Sunflower to indicate they need a place to sit down and rest and/or need more time to complete tasks.”
Finally, if you encounter someone wearing
HOW CAN ADVISORS GET INVOLVED?
Advisors can get involved by joining the Hidden Disabilities Sunflower program and sharing information with their clients. To learn more, visit hdsunflower.com/us.
a Hidden Disabilities Sunflower during your next trip, Smith says it’s important to follow the “Sunflower Rule of 6:” 1) Ask if you can help, 2) Be kind, 3) Listen closely, 4) Have patience, 5) Do not judge and 6) Show respect.
TELL YOUR CLIENTS
According to Smith, travel advisors play an important role in spreading the word about the Hidden Disabilities Sunflower program. She wants advisors to know that the Sunflower symbol is widely recognized internationally, and that Sunflower lanyards are often free at participating locations or are available for purchase.
Regarding why advisors should get involved, Smith says it’s all about how they’ll make their clients feel. “By joining the program and becoming a member, advisors can enhance accessibility and inclusivity in travel, ensuring that all clients feel supported throughout their journey,” she said. “When (advisors) become members, they can supply products to their clients. They can also share lists of participating venues and highlight how the program enhances travel for those with non-visible disabilities. Recommending the website ensures clients have access to the most accurate and comprehensive information.”
A GO-TO APP FOR YOUR GROUP BOOKINGS
If you book group travel, this platform created by two travel advisors is for you.
WORDS / CODIE LIERMANN
You’ve booked your group reservation. You’re calculating the amount of commission the series of bookings will bring in, while simultaneously wondering if it’s worth it. You slowly realize the amount of time you’ve spent responding to messages from various group members on different platforms and question if it’s beginning to cut into valuable time you could be spending on other business opportunities. There has to be another way.
Enter: Grouped, an app created by two travel professionals, Chanell Facey and Liana Rowan, who have over 20 years of experience in the industry specializing in group travel.
“Grouped is a communication hub designed for organizing group events, trips and retreats. It’s the ideal place for sharing itineraries, updates and photos, keeping everyone connected and informed,” Rowan said, adding that sometimes advisors wonder if the platform is a CRM.
“Grouped enhances your CRM by offering a streamlined platform for real-time group
Chanell Facey
Liana Rowan
communication and collaboration, ensuring a seamless experience for everyone involved.”
The app was created to fill a gap and offer a solution to challenges Facey and Rowan faced when organizing group travel.
“Grouped was created because we needed it for our own business,” Facey said. “We specialize in groups and always felt there was room for improvement in communication. We really noticed it when I had my destination wedding. When we couldn’t find it, we decided to create it for ourselves, then we realized our peers could benefit from it also… thus Grouped was born.”
From destination weddings and corporate events to family reunions and wellness retreats, this app is ideal for any type of group. Advisors can look like a pro to their clients by offering one tool to connect everyone, sharing instant updates with the group instead of having to contact everyone individually each time. Outside of seamless group communication, the platform also allows for photo sharing and private messaging.
Facey said her favorite feature on the app is the Announcement Feature. “Send out a message to the group and have the notification instantly pop up on their phone,” she said. “As a society we are always on our phones and now the important messages are right there too. No more ‘I didn’t get that email’ or ‘it went to my spam folder,’ or ‘I didn’t know there was a change.’ It is a push notification and saved to the app’s home screen.”
The standard membership allows for advisors to manage up to four active groups at one time, and the premium package allows for eight. Business memberships allow for 12 active groups, and enterprise memberships allow for 25.
Travel advisors can visit thegroupedapp.com to learn more or start a trial.
BUILDING A LEGACY OF KINDNESS
Kindness isn’t just an action—it’s a way of life. Backed by their Kindness Community, ALG Vacations® is committed to Kindness to Ourselves, Kindness to Others, and Kindness in Travel. At the heart of this mission are ALGV’s Kindness Coaches a team of travel professionals dedicated to spreading positivity and purpose in the industry.
THE KINDEST TEAM IN TRAVEL
Confidence. Growth. Comradery. These are the things ALGV’s Kindness Coaches will seek to inspire in their peers. Handpicked for their generosity, leadership, and passion, these ten coaches represent both rising stars and seasoned experts in travel. This summer, they’ll serve as mentors at ALGV’s Kindness Events, guiding fellow advisors through inspiring conversations, shared experiences, and lasting connections. Leading by example, they champion inclusion, growth, and community—proving that kindness is the future of travel.
2025 KINDNESS CONFERENCE COACHES
Emerging leaders shaping the future of travel with empathy, passion, and purpose.
KRETE BULLINGTON
Office Manager
Enchanted Travel
REBECCA SMILEY
Travel Advisor
Smiley Travel
ASIA JOYNER
Travel Advisor
Waller Travel Group
STEPHANEE HOUGHSON
Owner Plans in Paradise
2025 KINDNESS CONNECTION COACHES
Industry veterans guiding the next generation through mentorship, experience, and kindness.
BRIDGET
GOEBEL
Travel Consultant
JCo Travel
DAN MILLER Director of Group Sales ALG Vacations
KASIE PROVENCAL Owner
Pro Tour & Cruises
SYREETA GROSE
CEO & Travel Curator
Grose Travel
ASHTON ANDERSON
Senior Travel Advisor Kingdom Elite Travel
POPULAR TRAVEL SPOTS Destination Dupes for
AVOID THE CROWDS AND STEEP PRICE TAG OF WELL-KNOWN DESTINATIONS WITH THESE UNDERRATED ALTERNATIVES.
WORDS / SAMANTHA ANDERSON
The picturesque Naousa is a small fishing village located in the northeastern corner of Paros.
Traveling presents a wonderful opportunity for people to experience the world, but sometimes, demand for popular destinations increases both the costs and crowds. For some travelers, this makes for a less-than-ideal situation and can deter them from finalizing their vacation plans. Whatever the reason is for avoiding a particularly sought-after location, “destination dupes” can be the perfect solution.
The dupes, while not exact replicas of the trendy destinations, offer similar vibes to what visitors would experience in the popular spots. Key elements like the type of lodging available, scenery, activities and even cuisine are some of the ways these destinations manifest as a dupe, and because of their tendency to be lesser-known, they are often times cheaper and crowd-free. Save some coin and get inspired with these five destination dupes for beloved travel spots.
Paros, Greece for Santorini, Greece
The once-quiet haven of Santorini has slowly evolved into a booming tourist destination in recent years. Social media exposure and the resulting mass influx of travelers, coupled with the fact that the island is only 19 square miles, means Santorini is pricey when it
comes to lodging, food and transportation. Travelers who are open to a laid-back, costeffective Greek experience will find the island of Paros to be a fantastic alternative.
Paros is similar to Santorini in appearance, with the iconic whitewashed buildings and blue roofs lining the water and cobblestone streets throughout the traditional villages. It’s said that Paros not only is far less crowded than its sister island but also offers better, more scenic beaches. According to Budget Your Trip, a travel site collecting and averaging data from thousands of travelers’ itineraries, visitors in Santorini spend an average of $101 USD per day on food, while Paros lands at $81. Additionally, depending on where travelers choose to stay, hotel costs average around $247 in Santorini, compared to $111 in Paros.
While Santorini may always be a “mustsee” destination for some travelers, it’s important to consider that it’s not only at
the top of the list for inland Greeks and other Europeans but also visitors from around the world. The overwhelming demand will only continue to drive tourism costs, though travelers can still achieve the Greek getaway of their dreams with a visit to budget-friendly Paros.
Cavtat, Croatia for Dubrovnik, Croatia
Dubrovnik is a cherished city, known for its palpable energy, rich architecture and breathtaking scenery, all while maintaining its charming old-town vibe. However, because of its UNESCO World Heritage status and fame with “Game of Thrones” fans, pricing within the city may be too costly for some travelers. Here, hotels on average cost $105 per night with food at around $60.
Luckily, the coastal atmosphere and historic landmarks that make Dubrovnik
special can also be found less than 30 minutes away in the small town of Cavtat. The village may be significantly smaller than Dubrovnik, but instead offers a more intimate experience for travelers. The similarities between the two destinations are plenty: unparalleled views of the Adriatic Sea, Roman and Greek architectural influence, narrow streets with stone houses, orange-tiled roofing and fresh seafood, to name a few.
Naturally, because of Cavtat’s underrated status, it’s ideal for a slow-paced vacation. Travelers can expect to spend around $74 per night on lodging and $34 on delicious food during the day, and the best part is, if visitors still have the itch to visit Dubrovnik, it’s only a quick car ride away.
Palawan, Philippines for the Maldives
White-sand beaches, shimmering turquoise
Cavtat sits on the sparkling blue waters of the Adriatic Sea featuring views of its historic Old Town.
waters, vibrant marine life — is it the Maldives or Palawan? It’s no secret that a vacation in the Maldives often comes with a hefty price tag, as its luxury status stems from secluded, overwater lodging options and topof-the-line access to self-care practitioners. In fact, Budget Your Trip puts a daily price tag of $350 on the Maldives, also noting that some couples spend anywhere from three to six thousand dollars on a vacation here.
Offering the same natural beauty and opportunities for relaxation as the Maldives, Palawan is a much more affordable option. It’s often referred to as the “Last Frontier” of the Philippines because of its unique flora and fauna; its diverse terrains blend together beautifully to create a balance between rejuvenation and adventure.
El Nido, Puerto Princesa and Coron are three especially popular towns, as they have a reputation for their lagoons and shipwreck dive spots. Hiking through lush jungles,
catching a scenic sunset, island hopping and exploring an underground river are some of the other activities that may appeal to travelers. In comparison to the Maldives, previous visitors estimate their daily expenses to be $80, which includes a mix of mid-range and budget hotels, transportation and food.
Ghent, Belgium for Amsterdam, Netherlands
With its extensive canal system, distinct architectural style and vibrant cultural scene, Amsterdam is a nuanced destination and may seem hard to replicate. However, bustling Ghent showcases more similarities to the Dutch capital than one would think. Both cities are pedestrian-friendly, with well-connected streets and a compact layout that makes it easily walkable for tourists and locals alike.
Ghent also features a network of canals — Graslei and Korenlei are among
the most notable because the waterways highlight views of opulent merchants’ houses and quaint bridges. The Belgian city favors elements of the Dutch Golden Age architectural style, seen through the brickwork, gabled roofs and tall, narrow design of the buildings, nearly identical to those in the Netherlands. The comparison isn’t far-fetched — it’s often said that Ghent exudes subdued Amsterdam vibes.
Despite the similarities between these two historic destinations, a visit to Amsterdam often comes with a steeper price tag than Ghent. A high demand for limited housing spaces within the Dutch city streets, combined with a recent growth in the number of visitors, has the cost of accommodation, food and other services significantly increasing. Where travelers might be able to snag a hotel in Ghent for $150 per night, Amsterdam runs closer to $214.
Above: The Graslei quay and Leie river wind through Ghent’s historic city center, offering views of ornate guild houses along the way. Right: Palawan’s magical town of El Nido beckons travelers with its lush foliage and vibrant blue-green waters.
An aerial view of Ljubljana highlights the city’s unique architecture and distinct landmark, Ljubljana Castle, in the downtown area.
Ljubljana, Slovenia for Prague, Czech Republic
Known for its eye-catching historical landmarks and active nightlife, Prague is a city overflowing with opportunity. Like many popular European destinations, however, a rise in tourism and a generally wealthy Czech population living in the capital have contributed to Prague’s costly nature. On the other hand, Ljubljana, Slovenia’s capital, is described as having a small-town atmosphere in a big city setting, meaning the experience here is a much more understated approach to the frenzy travelers might encounter in Prague.
Despite its quieter, more relaxing nature, Ljubljana is truly a hidden gem with much to offer travelers who are willing to explore an off-the-beaten-path city. Here, streets are lined with baroque, gothic and Art Nouveaustyle buildings, similar to what appears in Prague — Ljubljana Castle, the National Museum of Slovenia and Semeniška knjižnica are a few places where travelers can find the city’s mesmerizing architecture.
In addition to the parallels between Ljubljana and Prague’s appearance, Slovenia’s capital city is also an underrated foodie destination. With its abundance of family-owned restaurants, delicious cuisine incorporating fresh, local ingredients and gourmet experiences offered for cheaper, Ljubljana is truly a tasty delight.
Between the city’s landscape, food and pedestrian-friendly areas along the river, this destination offers visitors the classic European experience without the price tag — it’s estimated mid-range travelers can soak in Ljubljana for $103 per day for all the necessities.
Meet Rachel Covello, Inclusive Travel Advocate
OUTCOAST‘S PUBLISHER SHARES HER JOURNEY TO BUILD AN INCLUSIVE TOURISM HUB FOR ADVISORS.
WORDS / ROSSILYNNE SKENA CULGAN
Growing up in Maryland, Rachel Covello never saw people in travel ads who looked like her family.
“Seeing ads on TV for different destinations and vacation experiences, most of the ads I’d see are these perfect, beautiful bodies with perfect, straight and cisgender families,” she said. “I don’t think I’ve ever seen a family that looks like mine in advertising.”
Now, at age 44, Covello runs a powerful online travel platform, and she makes sure her content is inclusive and accessible. Covello is the publisher of OutCoast (outcoast.com), as well as a content creator for the site, an inclusive tourism strategist and host of the Florida OutCoast Convention. OutCoast’s blog content focuses on the LGBTQ+ community and offers insights for neurodivergent and sober travelers as well.
The blog covers everything from Pride events in St. Pete to a dog-friendly guide to Pensacola and a tailored guide for gay Florida road trippers. Other recent articles explored wellness retreats in the U.S. for LGBTQ+ travelers and bisexual flag-inspired fashion for your next trip. The site even includes a directory of wedding venues, retailers, accommodations and more. And a calendar offers details for events like music festivals, queer comedy nights and photography exhibits.
OutCoast was founded with a focus on Florida, but now highlights LGBTQ+-inclusive businesses, destinations and events across the “U.S. Gay.” As Covello put it, “We are the one-stop
resource for LGBTQ+ people who love to travel and explore freely and without judgement.”
While Covello’s site helps travelers navigate the country, she also works as a consultant, advising tourism-focused business leaders and marketers on strategic insights, creative sales and marketing tools and collaborative support to create LGBTQ+-inclusive messaging.
Covello took a winding path to becoming an advocate for inclusivity efforts in the travel industry, and her fascinating journey offers both inspiration and practical tips for advisors working with members of the LGBTQ+ community.
After earning a degree in animation, Covello worked in sales for Marriott and then in nutrition until an injury forced her to step away. Facing that unexpected challenge, Covello created what she called a “happiness list” — a place to jot down the things that brought her joy. On the list: photography, reading and hosting events in the LGBTQ+ space. She started taking photos, joined a writing group and wrote a book titled “Reshaping Rachel” and started hosting social events for lesbians in the community — all things she manifested from the list.
That eventually turned into creating LGBTQ Equality Alliance, an LGBTQ+ nonprofit in Pennsylvania, where she lived at the time. She hosted health and wellness gatherings, a gala and even PrideFest. Covello also began working with a local publisher to create an LGBTQ+ website for the Philadelphia area and served on a statewide board of LGBTQ+ leaders under Pennsylvania Governor Tom Wolf.
“MOST OF THE ADS I’D SEE ARE THESE PERFECT, BEAUTIFUL BODIES WITH PERFECT, STRAIGHT AND CISGENDER FAMILIES. I DON’T THINK I’VE EVER SEEN A FAMILY THAT LOOKS LIKE MINE IN ADVERTISING.”
FAY STEVENSON
Smiling under a rainbow umbrella on a rainy day, Covello drops by Galena Bakehouse in Northern Illinois on an OutCoast research adventure.
After moving to Florida in 2017, Covello became the conference photographer for the International Gay and Lesbian Travel Association. From there, she combined all of her skills — writing, photography, community connection, leadership and a passion for LGBTQ+ content — to establish OutCoast. The site launched and quickly began flourishing. That is, until the pandemic hit.
With travel restrictions across the nation, running a travel website suddenly became nearly impossible. But Covello quickly pivoted amid this career challenge, brainstorming new creative content ideas. As driving became a safer option than flying in the pandemic’s early recovery phase, she decided to build road trip guides to Florida. Enlisting the help of writers and family members who “were bored out of their minds at home,” the team created 70 articles — covering arts, culture, food and hotels for different regions around Florida — in a month. Covello herself spent a month on the road charting the entire perimeter of the state and writing travel guides. As destinations across Florida started reopening, the OutCoast team revisited them and published written
articles, videos and social media posts on fun things to do.
As the pandemic eased, Covello revisited her love of hosting live events. She hosted Florida’s first and only statewide LGBTQ+ tourism convention, the Florida OutCoast Convention (FLOCC), in 2023 in Tampa.
“It was such a great place to have safe
conversations in a state that doesn’t always feel that way for our demographic,” she said. “We know there are super inclusive destinations, and it gave them a voice, too. I think the big conversation right now, and something I really love to speak on, is how do you promote inclusive destinations in a conservative state and really push against
Covello laughs alongside panelists at the Florida OutCoast Convention, the state’s first and only statewide LGBTQ+ tourism convention.
Covello speaks at the Florida OutCoast Convention.
COVELLO’S TIPS FOR ADVISORS WORKING WITH LGBTQ+ CLIENTS
1. DON’T ASSUME WHAT AN LGBTQ PERSON WANTS TO DO.
“It’s important to be cautious of stereotypes,” Covello said. “It’s very easy to assume that someone who is gay wants to do ‘gay things,’ and that’s not always the case.”
Don’t assume the traveler would necessarily be interested in drag shows and Pride events. Instead, ask the client about their interests: Do they like art galleries? Kayaking? Outdoor activities?
some of the assumptions about those destinations?”
The work Covello does is important for both LGBTQ+ travelers and the advisors working with them. In addition to Florida, she’s branching out to work with other destinations as well. Enjoy Illinois has its own LGBTQ+ resources and hired OutCoast to create additional content on inclusive cities across the state. Enjoy Illinois even became OutCoast’s most recent and largest client to date, Covello said, helping the blog step out of Florida.
As Covello looks to the future, her goals are twofold: more inclusive content and more inclusive events. She wants to create more content about wellness tourism, including sober spaces and nutrition. As for events, regional pop-up OutCoast events and a focus on wellness tourism are on the horizon. Plus, Covello’s always looking for ways to make her content more inclusive, especially as OutCoast goes national. Covello added that in addition to creating “spaces of safety and belonging” for the LGBTQ+ community, OutCoast also aims to create content for people interested in size diversity and neurodivergence.
“I’m really encouraging people to live fluidly and embrace fluidity. We don’t have to be in boxes — whether it’s size or identity or interests or core beliefs or political views, that all changes as humans evolve. I think embracing fluidity and giving people safe spaces to do that is key,” she said. “How do we create spaces for all people to travel and live authentically and just love life?”
2. MAKE SURE YOUR RECOMMENDATIONS ARE SAFE AND INCLUSIVE.
If you’re recommending a beach or a town, make sure that place will be a safe, inclusive space for your traveler.
3. ASK EVEN MORE QUESTIONS. Dig deeper to find out what will work best for your client. Ask them: What was your worst vacation and your best vacation? What’s the goal of the vacation? Are there any accessibility needs to consider? What’s important to you? What frustrates you in your everyday life? Then learn from the answers as you’re making recommendations.
As she explores the Sunshine State for her work with OutCoast, Covello stops for a photo with some Tampa artwork.
RACHEL COVELLO
YOUR CORNERSTONE FOR SUCCESS Organization:
LEARN HOW IMPLEMENTING ORGANIZED SYSTEMS CAN HELP YOUR TRAVEL BUSINESS THRIVE AND KEEP YOUR TO-DO LIST IN CHECK.
WORDS / JENNA BUEGE
Do you ever feel like you’re at war with your to-do list? From chasing follow-ups and managing client details to making bookings and keeping up with the latest industry updates, the life of a travel advisor is a busy one. It doesn’t take much for daily tasks to begin stacking up, and, as important deadlines start to loom, you might find yourself feeling stressed and overwhelmed,
especially if you struggle to keep everything on track.
Alas, if this scenario is beginning to sound a little too relatable, don’t fret. Instead, look to an essential business cornerstone: organization. “Organization isn’t just about keeping your desk tidy or having the right tools — it’s about mindset,” said Jennifer Dugan, chief family officer and founder of Dugan’s Travels. “When you take time to
establish systems, you’re setting yourself up for long-term success. Missing deadlines, neglecting follow ups or forgetting to respond to emails will slow you down and may hurt your business.”
Despite sounding simple, getting organized can feel like a big job. If you need help figuring out where to start, try following this practical advice to re-work your processes and better optimize your time.
HAVE THE RIGHT TOOLS
An avid fan of what she calls “organized systems,” frameworks and processes used to keep a business running smoothly, Dugan loves helping others find success through organization. As such, it’s no surprise she follows the same framework at her agency. “For us, it’s about having the right tools in place to ensure everything from lead generation to post-booking follow-up is handled efficiently,” she said. Similarly, Dugan shared that prioritizing organization has helped her team avoid bottlenecks, resulting in less stress and excellent customer service. “For our agents, it means that they can access important information quickly and stay on top of their workload,” she said. “For clients, it means better service and fewer mistakes.”
So, what exactly are “the right tools” for advisors looking to get more organized? According to Dugan, Not So Annoying CRM and Asana are two essentials. “We use Not So Annoying CRM to track changes in both agent and supplier interactions,” she
PROCESSES TO TRY
Initial Client Inquiry
A process for keeping leads organized
STEP 1: Acknowledge the Inquiry
• Respond within 24 hours and collect essential information like travel preferences, destinations, dates and special requests.
Step 2: Set Up Your CRM Entry
• Use your CRM to keep track of details and any additional interactions.
Step 3: Follow Up
• Follow up within a set amount of time. Dugan recommends 48 hours, to ensure the lead doesn’t go cold. Use your CRM to set a reminder.
Booking Process
A process for when a client commits
STEP 1: Confirm Client Needs
• Ask clarifying questions and review client preferences to ensure you understand the trip vision.
Step 2: Offer Solutions and Options
• Meet clients’ needs with a tailored set of options — including potential flights, hotels and excursions — as well as additional resources, brochures and links.
Step 3: Confirm Booking Details
• Confirm all booking details including pricing, accommodations, deadlines and payment terms with the client.
Step 4: Don’t Forget
• Set reminders to collect payments and necessary documentation.
said. “This CRM has been a game-changer in managing our client and agent relationships. It helps us capture and organize data, streamline communication and ensure we’re on top of all moving parts. We also use Asana for our internal team to collaborate and stay aligned on tasks and deadlines, ensuring no detail is missed.” Another favorite is Google Calendar which Dugan recommends for sending automated emails and keeping up with reminders.
If you’re reading this and feeling hesitant to invest in a new tool, Dugan says to consider the impact it can have on your time and productivity. “Organization and time optimization are directly linked. When you’re organized, you’re able to allocate your time more effectively, knowing exactly what needs to be done and when,” she said. “Systems like our CRM and Asana ensure that our team isn’t wasting time tracking down information or figuring out what’s next. Instead, we can focus on high-impact tasks like securing new bookings and maintaining relationships with suppliers and clients. It’s a win-win for productivity — less time spent
on administrative tasks means more time for selling and growing the business.”
REVIEW YOUR PROCESSES
No matter the tools you implement, Dugan says its crucial advisors review their processes on a regular basis. “Make time each day or week to review your processes and refine them as you go. The goal is to build small habits that help you stay on top of your workload and reduce chaos,” she said. “Are you still doing things manually? If so, it’s time to implement technology to help … Start with one area that feels disorganized and tackle it one step at a time.”
As for new advisors, Dugan says starting organized is a huge advantage. “Implement a CRM, set up your task management system and build processes from the very beginning,” she said. “It’s easier to create good habits early on than it is to fix bad ones later.” The bottom line is, it’s never too early, or too late, to get organized. “My advice is to start small, stick with it and continuously refine your processes,” said Dugan. “The more organized you are, the more you’ll see positive results.”
Automate when possible 4
Stick to the process for every booking
Follow these Dugan’s Travels-approved organization processes for a smoother selling journey.
Booking Completion and Payment
A process for securing that dough
STEP 1: Securing Payment
• Provide a clear breakdown of payment schedules — including deposits or full payment — and include a payment link or instructions.
Step 2: Documentation and Data Entry
• Update your CRM to include finalized booking details, payment status and notes.
Step 3: Send Confirmation and Details
• Send a final confirmation email with all travel details and include your contact information for future inquiries.
Post-Booking Follow-Up
A process for continuing the client relationship
STEP 1: Pre-Trip Check-In
• Reach out a few weeks before departure to confirm preparations and to answer last-minute questions.
Step 2: Monitor Trip Progress
• Track travelers in real-time and watch for disruptions, cancelations or any other issues to proactively address concerns.
Step 3: Post-Trip Follow Up
• Open the door to repeat business and referrals by sending a “thank you” note or survey when clients return home.
GLOBE
Tips for Selling World Cruises TRAVEL THE
WITH THE RIGHT TIMING, PERSONALIZED SERVICE AND EXPERT GUIDANCE, BOOKING CLIENTS ON THESE EPIC JOURNEYS CAN SECURE A LARGE COMMISSION AND BUILD LIFELONG LOYALTY.
WORDS / JONI SWEET
Aworld cruise is a bucket list experience for travelers. These multi-month journeys take adventurers to dozens of destinations around the globe, all while offering the luxury and convenience of unpacking just once. And for travel advisors, a world cruise represents something extraordinary — a high-value booking and a substantial commission, along with an opportunity to deepen long-term relationships with affluent clients. Booking a world cruise isn’t like selling a weeklong jaunt through the Caribbean, though. These once-in-a-lifetime voyages require a strategic approach to marketing, meticulous planning and ongoing client care to ensure a seamless experience from embarkation to return. Here’s how to navigate those complexities and position yourself as a trusted expert in this growing niche.
WHO’S BOOKING WORLD CRUISES?
While your affluent clients can afford to take a world cruise, the real challenge isn’t the often six-figure price tag — it’s the time commitment. Leaving behind work, family or other responsibilities for three to four months isn’t in the cards for everyone. Understanding who has the flexibility to step away from their daily routines for an extended period can help you identify ideal clients for a world cruise.
“Traditionally, world cruises or grand voyages have attracted affluent retirees, many of them seasoned travelers, who enjoy the luxury and extended duration of these voyages,” explained Katina Athanasiou, senior vice president of sales and services for the Americas at Celebrity Cruises.
Retirees aren’t the only ones you’ll find on world cruises, though. The rise of remote work has opened up this bucketlist experience to a new group of travelers: those who have the flexibility to work from anywhere.
“On our next world cruise, we have quite a few digital nomads who have taken us up on our ultra-high-speed Wi-Fi and ability to have multiple devices connected at once,” said Matias Lira, senior vice president of trade sales for the Americas, U.K., Europe, Middle East and Africa at Crystal.
Lira has noticed that groups of multigenerational travelers have caught onto the world cruise craze, too.
“We see a lot of high-net-worth families who prioritize home learning for their children, bringing them on board to continue their studies while traveling,” he said.
Previous cruising experience can also determine whether someone would be a fit for a world cruise. After all, they involve a lot of days at sea, so clients need a firsthand
understanding of what they’re getting into before they feel confident booking a more epic voyage.
“You’re not going to get anyone on their first cruise who says they want to be on a ship for 120 days,” explained Bob Zweig, travel advisor and a Cruise Planners independent franchise owner, who has booked around 20 world cruises for clients.
“Usually, it’s people who have done a significant amount of cruising. They know what it is, they like it and they don’t mind the sea days.”
HOW TO PITCH AND SELL A WORLD CRUISE
Timing is everything when it comes to selling world cruises. They’re typically announced two years in advance, and while that may seem like a long runway, it’s important to start the sales process as early as possible.
“It’s not a traditional seven-, 10-, or 12-day cruise — you’re talking about
a 140-day cruise, and it takes a lot of planning,” Lira said.
He recommended dropping hints to target clients early and often, so they have time to consider the big-ticket voyage and make arrangements to spend months at sea. You should also educate yourself on the different offerings on various cruise lines so you can match clients to the best voyage for their travel style and budget.
“There are a lot of variations in itineraries, inclusions, pricing and value,” Lira said.
“With a world cruise, you have to select the right one for your client. It’s not a seven-day mistake if you book the wrong cruise; they’re on the ship for a long time.”
For his part, Zweig lets the cruise lines themselves take care of the early marketing and waits for clients to approach him when they’re interested in a world cruise.
“The cruise lines do a good job of reaching out to my customers whenever they announce a world cruise,” he said. “They give you early incentives, like onboard credit,
Guests can receive spa treatments at the Aurora Spa while sailing on Crystal Symphony.
Crystal Serenity glides through the water.
Celebrity Solstice
free drinks and gratuities included, and they always include the tag line ‘contact your travel advisor.’”
The key to closing the deal is to sweeten the offering, at least a little bit. The large commission you can earn from a world cruise can give you some wiggle room to incentivize the client to book with you.
“I give some of that commission back in the form of an onboard credit they can use for shore excursions. My deal will always be better than what the cruise line offers,” Zweig said.
World cruises can sell out, leaving clients disappointed if they don’t book in time. If a client is considering an upcoming world cruise but hasn’t committed yet, keep an eye on whether the cruise line begins releasing segments of the journey for sale.
“Once they start selling segments, they can’t sell the whole world cruise, since those staterooms would be taken. How soon they’re opening up segments can give you a feel for how close they are to selling out of spots for the world cruise,” Zweig said.
And it might just be the push you need to get a client to take the plunge.
PREPARING CLIENTS FOR SMOOTH SAILING AT SEA
Once your clients book their world cruise, your job becomes making their experience as seamless and enjoyable as possible. There’s a lot of planning ahead of a 140-day trip that takes you to dozens of countries. Travel advisors play an important role in setting clients up for smooth sailing.
“You have to hold their hand through the whole process and everything that’s required, including visas,” Zweig said.
Stay in close communication with the cruise line about which visas are required and any other regulations or required paperwork.
Beyond logistics, there’s also planning for accommodations. You’ll want to help clients choose the right stateroom based on their preferences for space, amenities and proximity to key areas of the ship, since they’ll be on board for such a long time. They’ll also appreciate it if you help them make high-end restaurant reservations for any special occasions they may celebrate during their months at sea (like an anniversary or birthday), as well as activities to make sea days more interesting.
COURTESY
Guests have lots of activities to choose from when they sail with Celebrity Cruises.
Dawes Glacier in Alaska
“Those days at sea are the perfect time to take advantage of the spa. We recommend the travel advisor book those 90- and 120-minute spa treatments early because those are the most popular services,” Lira said.
Don’t forget to get them ready for the destinations, too. Travel advisors should provide experiential information on where clients are going and tips for packing for multiple climates, Athanasiou said.
Once they’re on board, the staff on the ship takes over the rest of the experience, but there’s nothing wrong with checking in on your client from time to time.
“Doing temperature checks throughout the voyage about what they’re enjoying most helps keep the travel advisor in tune with developments at the cruise line,” Lira said.
CASHING IN ON WORLD CRUISE BOOKINGS
Helping clients get ready for a world cruise is a big lift that not only comes with a large commission, but also opportunities for additional bookings.
“We see a lot of our older clientele on world cruises invite their family on select segments,” Lira said. “If they’re missing kids or grandkids, they’ll bring them on for 14-day segments.”
“You can expand your territory by asking your world cruise clients whether they have any friends or family who would like to join you for the cruise,” he added.
It’s also the chance for you to flex your muscles as an experienced travel advisor who has what it takes to bring bucketlist experiences to life. That can go a long way toward helping you earn a glowing testimonial, repeat business and all-important referrals for a new business. In the end, booking a world cruise isn’t only about one big sale; it’s about creating lifelong clients and turning that one trip into a gateway for many more.
COURTESY OF CELEBRITY CRUISES
TRAVEL ADVISORS HELPING
Travel Advisors
THESE SAVVY TRAVEL PROFESSIONALS HAVE CREATED UNIQUE TOOLS AND RESOURCES TO HELP THEIR PEERS. WORDS / CODIE LIERMANN
I’m sure you’ve heard several variations of this quote over the years: “To understand another person’s experience, walk a mile in their shoes.”
When it comes to the role of a travel advisor, though, you may need to walk five, ten or maybe even 20 miles to understand the full scope of the job. It’s a unique career that can only be mastered with enough time and experience. No one can simply take a training course and call themselves a travel advisor. Well, technically they can, but it doesn’t mean they’re an expert.
Advisors are constantly evolving and keeping up with the changes to stay relevant and knowledgeable for their clients. Since it takes one to know one, it’s common for travel advisors to take matters into their own hands by creating helpful apps, educational content and other businesses specifically designed with the travel advisor in mind.
While there are several companies created by advisors for advisors, we’ve compiled 10 of them for you to check out here.
Explore More Mexico
Lori Gold, the founder of Explore More Mexico, has planned travel for 16 years, and she has been living in the Mexican Caribbean for more than half of this time. Over the years, she’s made it her mission to discover every nook and cranny of this destination and share her knowledge with the travel advisor community. From touring popular resorts and doing excursions to discovering off-thebeaten-path locations, Gold has transitioned from travel advisor to dedicated educator to empower advisors with this information.
There are several ways for advisors to learn from Gold. They can book a private consultation with her, join the Mexperts program (which includes more than 50 webinars, social media content, resort tours and imagery and so much more), sign up for masterclasses (some of which include Tulum, Everything Xcaret, Beach Basics and EP hotel roundup) or join her private Facebook group called The Resorts of the Riviera Maya, which currently has more than 25k members.
Learn more: exploremoremexico.com
My Fam Trip
All too often, travel advisors return home from a FAM trip thinking they’re going to be able to identify all their photos and notes, only to realize they can’t quite recall which room category a certain photo is or which resort their notes should be connected to.
After attending a chaotic FAM trip, two travel professionals, Rochelle Zemke and Stephanie Everhart Cavelli, realized a need for organization and founded My Fam Trip. This resource allows advisors to conveniently track their FAM trips, whether it’s a site inspection, cruise or guided tour, and store all their details in one place. They can then access this information later on when they’re working with clients on choosing the perfect vacation. Additional features of this tool include auto-generated FAM reports to keep for themselves or share with clients, on-the-go marketing, autowatermarked photos and more.
Learn more: myfamtrip.com
Assistants That Work
Mary Beth Lynn, like many travel advisors, found herself working more than 50 hours a week and soon realized she needed to make a change. She took a leap of faith, and this change came in the form of hiring a virtual assistant. With the right systems and processes in place, she was able to hire an assistant and not only reduce her work hours to an average of 20 per week but also achieve a 200% yearover-year growth in her business.
This success led her to create Assistants That Work, and this approach focuses on “creating efficient, systematized processes that empower both the business owner and their assistants, fostering an environment of growth, efficiency, and balance,” according to the website. Lynn has helped thousands of people grow their businesses while simultaneously maintaining a healthy worklife balance.
Learn more: assistantsthatwork.com
Travel Pro Summit
Before joining the travel industry, Tiffany Elberfeld spent 15 years as an educator. After transitioning to running a full-time travel business, she felt called to merge these two roles. She combined her passions for teaching and travel entrepreneurship to create The Travel Pro Summit.
This virtual event series focuses on one aspect of the role of a travel advisor each time it runs. For example, Elberfeld has hosted Travel Pro Summit: Client Experience Edition and Travel Pro Summit: Marketing Edition. During these events, over the course of a few days, advisors hear from 20+ travel industry professionals through interactive sessions, live panels, networking opportunities and breakout chats. Advisors can visit the website to join the waitlist and hear details for the next event.
Learn more: travelprosummit.com
Magic Made Simple
With a goal of eliminating the word hustle from the travel industry, two agency owners, Penny Cooper and Christina Vieira, created Magic Made Simple. The two realized the power of email automation and set out to help overwhelmed travel advisors stay consistent when it comes to connecting with their clientele, all while opening up valuable time to spend on other areas of the job.
Magic Made Simple provides travel advisors with written-for-you email templates to allow travel advisors to not only become more efficient in their email strategy but also deepen the connection they have with their clients. The content available supports advisors with both attracting new prospects and retaining current clients. Not sure where to start? Advisors can begin by booking a 30-minute private coaching session.
Learn more: magicmadesimple.net
Mexico FamTrips
FAM Trips are an excellent way for advisors to learn about new destinations and products. Lori Swinderman, an agency owner living in Mexico, founded Mexico FamTrips in order to help travel professionals become immersed in all the destination has to offer. Her team uses their years of experience to craft unique FAMs throughout the destination.
In addition to touring resorts, the company focuses on helping advisors discover the culture of Mexico, create and strengthen industry relationships and learn best practices in topics like social media and technology. Advisors can also explore Caribbean destinations through its sister program, Caribbean FamTrips, or become a Fam Insider, which includes FamTrip credits, discounts, trainings, access to an exclusive Facebook group and more.
Learn more: mexicofamtrips.com
The Hive
Her name might sound familiar from the podcast Masters in Travel, which she co-hosts with Brianna Glenn, but Whitney Shindelar wears many other hats outside of this. In addition to owning a travel agency and running a podcast, she also founded The Hive, a hub for travel advisors to gather insights, review vendors and connect with other advisors.
The platform allows advisors to search for travel suppliers from a robust database of brands around the world, share their valuable experiences with others using the platform, save notes from their own travels and collaborate with other travel advisors in order to learn from each other — and all this can be done conveniently in one place.
Learn more: thehive.travel
Cultural Passport
Before becoming a travel advisor, Amarilis Correa spent 15 years as a marketing and advertising executive overseeing large companies’ lead generation, email marketing and loyalty campaigns. When Correa carried the strategies she learned in this role over to the travel industry, she saw immediate success, and she now helps other advisors find this success through her Cultural Passport emails.
These customizable cultural emails offer a unique combination of curated content and personalization, and they help advisors showcase their expertise of a destination and set their clients up for a culturally immersive trip. Each packet includes a handful of emails highlighting important aspects of a destination such as the food, language, religion, etiquette, history and more. New advisors and seasoned pros can benefit from using Cultural Passport emails.
Learn more: taculturalpassport.com
Solstice Collective
In 2019, Jane Linsea and Kate Barnes established Solstice Collective, a website design company. Linsea is a travel agency owner herself and not only knows how busy advisors are but also understands their unique needs. Having an online presence is crucial to the success of a travel agency, and Solstice Collective aims to help provide this while freeing up time for advisors to focus on other aspects of the role. The company helps small business owners thrive online by offering expert website design, templates and social media management. Looking to get up and running with an online presence but don’t have a lot of time and effort to put into it? Solstice Collective has a “website in a day” service, where advisors can choose from a range of website templates and have it adapted to fit their business — all in one day.
Learn more: solstice-collective.com
TASK
Keynote speaker, business strategist, world travel expert, author, TV travel correspondent — Tammy Levent wears many hats, all while also running a travel agency. In order to give back and help other travel advisors, she created The Travel Agent’s Success Kit ™, or TASK, which includes TASK 24K, TASK Prep, TASK Live and TASK Ambassador Program.
Through live events, training programs, video series, consulting and more, Levent helps travel advisors grow their business in all areas. She also has a handful of free resources for advisors to utilize, covering topics like building a business from scratch, legal mistakes to avoid, choosing an agency name and more. These resources, along with more information about the various TASK programs, can be found on the TASK website.
Learn more: travelagentsuccesskit.com
Get on board with Princess Partners
Tools, training and support to help you thrive
Your success is our priority. At Princess, we know that when our travel advisor partners thrive, so do we. Our Princess Partners mission is to provide you with best-in-class resources, unparalleled support and cutting-edge tools that take your business to the next level:
AWARD-WINNING EDUCATION
Master the art of selling with Princess Academy, and celebrate your achievements with exclusive rewards, including a free graduation cruise.
UNFORGETTABLE WEBINARS
Stay connected through engaging bi-monthly webinars on everything from must-see destinations to expert selling skills. Plus, don’t miss our weekly newsletters packed with all the latest updates and insider tips — everything you need to know, delivered right to your inbox.
ENDLESS LEARNING OPPORTUNITIES
From Seminars at Sea to Love Fest events and ship inspections, our comprehensive in-person training programs ensure you’re always ahead of the curve.
A ONE-STOP SHOP
OneSourceCruises is your portal for booking tools and marketing support, everything from brochures and current promotions to flyers, videos and more.
What’s One Thing You Know Now That
You Would
Have Told Yourself WHEN YOU FIRST STARTED IN THE INDUSTRY?
THESE EIGHT TRAVEL INDUSTRY LEADERS SHARE THEIR INSIGHTS.
/ CODIE LIERMANN
Don’t you ever wish you could go back to an earlier point in your life and offer yourself a little piece of intel you know now that could have possibly made things easier? Of course, we all know this isn’t how life works, but it’s fun to think about what that advice might be.
We asked eight industry leaders this very question. Read on to see what insights they would have shared with themselves when they were first starting out in the travel industry.
KRISTINKarst
Co-founder and Chief Brand Ambassador of AmaWaterways
“Adaptability is key — the travel industry is constantly evolving, from technological advancements to shifting traveler expectations. Staying ahead requires continuous learning and embracing change. From economic downturns to global pandemics, navigating inevitable challenges with resilience, innovation and positivity is a defining career skill. This, along with confidence and assertiveness, are just as important for women pursuing a career in travel as expertise. Step up, raise your hand, volunteer to take on new challenges — don’t wait for someone to hand opportunities to you. To be a successful leader, you must believe deeply in what you are doing and be passionate about it. You will only get remarkable results if you are able to convince others to join you on the journey. ‘If you want to go fast, go alone. If you want to go far, go together.’ – African Proverb”
GREG R.Takehara
“No doubt, after a 37-year career in the industry, it is relatively easy to serve up advice, but you’re not often asked to provide it to your former self. I really had to think about that twenty-something who started his career at The Mark Travel Corporation in the late 1980’s to appreciate what would have been helpful to know. That youngster had no idea of the journey this industry would take him on, but I do think he appreciated that it was and would continue to be something special. I will start by saying that this advice is not based on any regrets. There isn’t a strong need to reverse a direction or make amends in my life. I believed at that time that it was okay to make mistakes and that one should trust one’s instincts. What I do wish is that I had doubled down. So, my advice to my former self is to not only trust your instincts but to really take stock in them. I have always believed in fate and that there is no such thing as coincidence, but rather, we can
“ALWAYS KEEP YOUR HEAD UP! BE YOURSELF, BE CONFIDENT, AND GO BEYOND TRUSTING YOUR INSTINCTS.”
CEO at Tourism Cares
self-direct serendipity. I just wish that in those instances where I felt a tailwind behind me that I had pushed the accelerator harder and that when headwinds were in my face, that I had slowed down even further rather than push against it and lose energy.
Maybe this is one way of saying don’t be too conservative and be more aggressive. I learned a valuable lesson a few years ago when asked to participate on an Asian American panel on diversity. It was sponsored by New York City Tourism and there were some fellow panelists who shared harrowing stories of discrimination. I had none of those experiences, but I shared a still regrettable story of assimilation. I realized at that time that finding a place of acceptance is more than just blending in but standing up for who you are.
So, to my former self — always keep your head up! Be yourself, be confident, and go beyond trusting your instincts.”
MARKBenson
“I would tell my 22-year-old self to not limit my view or be limited in thinking about how things can change and evolve over time. The vacation experience has shifted as travelers’ preferences have evolved, and it has been important to remain flexible and adapt to meet guests and advisors where they are today. I would also tell myself that tourism is a resilient industry and despite challenges that arise, travelers are eager to experience the world and are willing to travel once reassured.”
Associate Vice President Sales & Strategy at Hyatt’s Inclusive Collection
“TOURISM IS A RESILIENT INDUSTRY AND DESPITE CHALLENGES THAT ARISE, TRAVELERS ARE EAGER TO EXPERIENCE THE WORLD.”
“STAYING FLEXIBLE AND OPEN TO LEARNING WILL NOT ONLY KEEP YOU RELEVANT BUT ALSO ALLOW YOU TO THRIVE IN A DYNAMIC FIELD.”
JOHNDiorio
“The travel industry is ever-changing — whether it’s advancements in technology, shifts in traveler expectations, global crises or new destinations emerging. Staying flexible and open to learning will not only keep you relevant but also allow you to thrive in a dynamic field. Embrace change, prioritize building strong relationships, and always keep the traveler’s needs at the heart of what you do.”
Vice
President, North American Sales at Virgin Voyages
JACKIMarks
“If I could go back to when I first started in the industry, I’d tell myself to enjoy the ride — the good and the bad — because both kinds of experiences shape you into the person and professional you’re meant to become. In tough times, it’s easy to get overwhelmed by stress and lose sight of the bigger picture, but those challenges make you stronger and a better leader. Even the crises that seemed insurmountable at the time helped us grow into a stronger, more agile company. Remember to pause and appreciate the journey — the victories, the struggles, and everything in between — because, as Ferris Bueller wisely said, ‘Life moves pretty fast. If you don’t stop and look around once in a while, you could miss it.’”
“REMEMBER TO PAUSE AND APPRECIATE THE JOURNEY — THE VICTORIES, THE STRUGGLES, AND EVERYTHING IN BETWEEN. ”
Global Head of Trade Brands at ALG Vacations
“I’D TELL MY YOUNGER SELF TO BE PATIENT, RESULTS WON’T HAPPEN OVERNIGHT, BUT EVERY CONNECTION YOU NURTURE WILL PAY OFF IN WAYS THAT A QUICK TRANSACTION NEVER COULD.”
SHAWNTAHarrison
“One thing I know now that I wish I had known when I first started in the travel industry is the importance of building relationships over simply making sales. In the beginning, I was focused on closing deals and securing bookings, but I quickly learned that long-term success comes from truly understanding clients’ needs, earning their trust, and delivering value beyond expectations. Whether it’s through consistent communication, personalized recommendations, or follow-ups after trips, relationships lead to repeat business, referrals, and loyal clients who view you as their go-to travel expert. I’d tell my younger self to be patient, results won’t happen overnight, but every connection you nurture will pay off in ways that a quick transaction never could. The travel industry is about people and experiences; focus on those, and the success will follow.”
Owner
of Harrison’s Travels
PHILIPRose
“Never underestimate the value of relationships — building genuine connections with travel agents, wholesale partners, airlines, media and stakeholders is as crucial as your strategies to promote a destination.
Embrace change and technology as constants in the tourism industry, especially how digital transformation and data analytics are reshaping travel experiences and marketing.
Look beyond your lane — explore how other industries, like tech, retail or entertainment, innovate and use those insights to enhance tourism offerings.
Most importantly, remember that no destination can be all things to all travelers. Focus on your unique strengths, whether it’s cultural heritage, natural beauty or niche markets, and tailor your approach to meet the needs of the right audience.”
“FOCUS ON YOUR UNIQUE STRENGTHS, WHETHER IT’S CULTURAL HERITAGE, NATURAL BEAUTY OR NICHE MARKETS.”
Deputy Director of Tourism at Jamaica Tourist Board
“IF YOU’RE COMING INTO THE INDUSTRY, NEVER FORGET THAT YES, THERE ARE STRATEGIES AND NUMBERS TO CONSIDER, BUT THIS IS THE HOSPITALITY BUSINESS AND IT’S ALL ABOUT PEOPLE.”
JEREMYPalmer
“It may seem obvious, but people and relationships are critical to long-term success in this industry. I had an idea of that when I started, but I didn’t understand the true power and importance of it. We’re so thankful and excited to be celebrating our 100th year. Tauck’s thriving, and when we think about what has gotten us here, it’s all about people and genuine relationships. Specifically, doing right by people — with our patrons, our colleagues, and our partners. That’s the glue that holds everything together. It develops a foundation of shared purpose and a passion to take incredible care of people, and that leads to the trusted, long-term relationships that fuel our longevity and health. So, if you’re coming into this industry, never forget that yes, there are strategies and numbers to consider, but this is the hospitality business and it’s all about the people. If you take great care of the people who work with you, they’re going to take great care of your guests.”
President of Tauck
HOW TO BECOME MORE VISIBLE IN YOUR LOCAL COMMUNITY
COMMUNITY ENGAGEMENT CAN BE AN EXCELLENT WAY TO HIGHLIGHT YOUR VALUE TO POTENTIAL CUSTOMERS.
WORDS / ROSSILYNNE SKENA CULGAN
Every Memorial Day, the residents of Elm Grove, Wisconsin, dress up in their red-white-and-blue apparel to attend the village’s annual parade. It’s a classic Americana moment with marching bands playing patriotic tunes, fire trucks blaring their sirens, stilt-walkers teetering around, classic cars puttering along the route and, of course, tributes to fallen soldiers.
Another fixture of the parade: the popcorn, popped by Elm Grove Travel. For three decades, the team at the travel agency has
hosted a popular stand along the parade route, helping the business become more visible in its local community. Year after year, parade spectators look for Elm Grove Travel’s booth — and when they want to plan a trip, they look for Elm Grove Travel then, too.
Setting up a booth at a beloved local event is just one way for travel advisors to become more visible in their communities to drive sales. Even if you don’t have a big budget, there are proven tactics to boost visibility and generate revenue through local partnerships
and marketing, as many advisors have learned firsthand. With a little creativity and confidence, these partnership pros promise you’ll be able to source new business leads from your neighbors — and feel good about giving back to your hometown along the way.
YOU HAVE TO SHOW UP
Start by thinking about your specific community. Ask yourself: What events are popular in town? Is it possible to be there in person?
Top left: Northcutt organized a group of rodeo fans and supporters to go to the Pasadena Livestock Show; right: Northcutt watches the athletes her agency sponsors at the rodeo.
The parade popcorn stand is one way to chat with parents while kids enjoy a free salty snack, said Jenny Cagle, owner of Elm Grove Travel. Her team gets time to ask about the family’s travel desires and answer questions about the destinations her agency serves — all while the kids are entertained. As the family walks away, they’re carrying a branded popcorn bag with the agency’s logo, serving as a reminder of the conversation.
While a parade is a big draw in town, don’t miss out on smaller events, too, like car shows, holiday open houses, trick-or-treat nights and events at local schools, Cagle said. Each time Elm Grove Travel attends an event, the agency hands out a magnet, postcard or tote bag that potential clients might hold onto. Cagle suggests drilling down as locally as possible — ask your team members if there are events in their specific neighborhoods that might be a good fit.
“We really just try to be where the people are,” she said. “We want to get in front of the markets, but also just support all these little community events. Part of it is self-serving, but a big part of it is also for the give back to the communities.”
Shayla Northcutt, owner of Northcutt Travel Agency and self-described “travel queen,” said it’s important to think strategically when you decide to spend your time at an event. Norcutt is based in Houston, Texas, which often hosts massive
bridal shows. In the past, she’s invested between $5,000 and $10,000 for a booth there, only to secure two honeymoon clients. But for $100 at a smaller community show, she’ll often walk away with three or four new clients. Though something like a school fair may seem inconsequential compared to a larger event like a bridal show, she thinks you’re likely to get a better return on investment at the more personal, communityminded events.
“Doing those smaller shows, you feel less intimidated, especially for newer agents,” Northcutt said.
Showing up for in-person events gives advisors a chance to speak one on one about the places they’re passionate about. Northcutt recommended coming prepared with business cards and flyers, which you can create with the help of Canva and VistaPrint. Ideally, bring something to engage people, she suggested, like a business card with a scratchoff sticker offering prizes, such as a free pen or a vacation discount.
“It’s something fun and interactive to make people want to come over to actually see and visit with you,” she said. “You have to have something inviting in order for them to come talk to you.”
People in your community want to know you and see you, Northcutt said. Even if you’re active on social media, “people want to see that face-to-face” interaction, she added.
THINK LIKE A LOCAL
When it comes to sponsorships, dig into community pride. What do people love where you live? In Minnesota, it might be ice hockey. In Indiana, basketball fever may have swept your town. In Texas, it’s the rodeo, as Northcutt can attest.
As she put it: “Take it back to your roots.” As a Texan, Northcutt knows how big of a deal the rodeo is in Houston. The agency sponsors her hometown’s Professional Rodeo Cowboys Association, where cowboys and cowgirls proudly wear a Northcutt patch. That sponsorship isn’t just visible to fans in the arena; it’s also on view when the athletes tag the agency on social media and when the competitors appear on TV commercials. As Northcutt made friends with rodeo supporters, she even organized a trip for about 40 people to attend the National Finals Rodeo in Las Vegas.
If you have kids, Northcutt recommends sponsoring their sports teams. For Elm Grove Travel, the agency has backed everything from an adult baseball team to sponsoring a hole at local golf tournaments.
BE PATIENT WITH RESULTS
Though it’s difficult to track exactly how much return on investment you’ll get from an event or sponsorship, both Cagle and Northcutt recommend this strategy as a complement to other digital marketing
Above: Northcutt poses with Tristin Parker, who Northcutt Travel sponsors in the rodeo; right: A rodeo trailer bears the name of sponsors, including Northcutt Travel Agency.
JEN JEANES
A.D. HATTON
techniques. While a Facebook ad or Instagram Reel provides automatic data on clicks and views, the in-person route is more of a slow burn.
“We have to be patient because it’s not like we get a flood of new business the week after the event,” Cagle said. “If someone expects instant results, they’re going to think that the campaign didn’t work. But then six months or a year down the road, or after they’ve done a couple of events, that momentum starts to build.”
On client intake forms, be sure to ask, “How did you hear about us?” and make that question mandatory. Northcutt suggested using a dropdown-style question where you can include such options as at a local event, in a Facebook community group, from a friend, etc.
“Then you can really, really track your pipeline and know where these people came from,” she said.
ULTIMATELY, LEAD WITH YOUR HEART
Both Northcutt and Cagle cited charity organizations and volunteer opportunities as drivers of their business, though that’s not why either one got involved with these groups.
Cagle serves on the board of the directors of the Elm Grove Business Association and Bobbie Nick Voss Charitable Funds, in addition to being a member of the local rotary club. Northcutt works with charities, such as livestock shows, and maintains a scholarship at Texas A&M University.
“Lead with your heart first and then you’ll reap the rewards of what’s to follow,” Northcutt said. “Don’t do things with the wrong intentions. I never started off volunteering to promote my agency. Lead with heart and that will find you more business than just going in with a business mindset.”
When you work with a charity, she said, you’ll find like-minded people who you want to be around, and they might just be willing to share your work through word of mouth.
“It’s in our hearts to give back, but it also gets our name out there,” Northcutt said. “It not only makes you feel amazing about doing volunteer work and charity giving, it also does put you out there as a presence in the community.”
Left: Cagle holds popcorn for the annual Memorial Day parade; right: The Elm Grove Travelers adult softball team in their branded Elm Grove Travel shirts ready for their game as part of the Sussex WI softball association.
Jenny Cagle, Amy Frank and Cailyn KIson talk travel at Menomonee Falls Family Movie.
Elm Grove Travel operates out of a storefront in the town.
Now Streaming on VAX: Industry News Just for You
Introducing The Takeoff Travel Stream, your source for streaming news content on VAX, curated just for travel advisors. Whether you have 30 seconds or 30 minutes, catch the stream regularly for the industry updates that matter most to you.
3 Reasons to Tune In
Video content is updated weekly
Quick-hit stories are just minutes long
You can pause, rewind and skip ahead
4 Travel Scams Targeting Advisors
VIGILANCE IS KEY WHEN IT COMES TO PREVENTING SCAMS THAT COULD AFFECT YOUR BUSINESS.
WORDS / JONI SWEET
In the increasingly digital and fastpaced travel industry, fraudsters are constantly developing new tactics to score free travel and leave advisors on the hook for the cost. Here’s a look at common scams to watch out for, how AI is making it easier for fraudsters to fly under the radar and what you can do to protect yourself.
Scam No. 1 The Friendly Fraudster
Imagine you plan a client’s romantic getaway to the Caribbean: business-class flights, five-star resorts, custom excursions, the works. A week after they return, you’re hit with a nasty surprise: The client has disputed the charges for the trip with their credit card company.
The client agreed to the cost of the trip and seemed happy with the experience. But now you’re spending hours trying to prove to the credit card company that these charges are legit. What gives?
It’s called “friendly fraud,” and it happens when customers use the credit card dispute process to avoid paying charges they previously agreed to. This type of fraud has been on the rise since the early days of the pandemic, said Amy Butters, senior director of accounting operations at ALG Vacations, when people were advised to dispute charges for canceled travel arrangements that vendors refused to refund.
“All of a sudden, consumers were educated on how easy it is to do a chargeback,” she noted.
Now, some travelers — Butters calls them “professional chargebackers” — are using the same process to game the system and avoid paying for trips they’ve already taken and enjoyed.
“They’re people who are trying to get something for nothing. If they don’t want to pay this bill, they’ll just do a chargeback,” Butters said.
For travel advisors, it can result in significant financial losses and hours of paperwork.
HOW TO PROTECT YOURSELF:
Whenever you’re booking travel for a client, make sure you validate their identity, receive a formal authorization for the transaction and get them to agree to your terms and conditions before finalizing the payment. You should also use a secure payment link for the transaction, which can gather data on the end user, along with a signed credit card authorization form, Butters said.
This type of documentation can help you make your case to the credit card company if the client disputes the charges.
Don’t be afraid to dig deep for evidence to support your case. Butters said that some travel advisors have even grabbed vacation photos their client posted on Facebook to prove they took the trip.
“Anything you can do to prove that this person truly did use their vacation can help your claim,” she said.
Scam No. 2: The Rogue Contractor
Picture this: Your agency is thriving, and you’ve just onboarded a new independent contractor to help manage the influx of inquiries. Their background check came back clean; their identification checked out, and they seemed great during their interview. You felt confident they’d be able to hit the ground running.
And hit the ground running they did — but not in the way you’d hoped. As soon as they got their credentials, they went on a booking spree. Sounds great, but it turns out the credit cards they used were stolen numbers — perhaps obtained from the dark web or another shady source — and you started getting hit with chargebacks. You shut down their accounts and scrambled to request refunds, but it was too
late: Some tickets had already been used, and the damage was done.
This isn’t a hypothetical scenario — it actually happened to an agency that works with ALG Vacations, a tour operator that serves more than three million travelers every year through its six brands, which helped the agency manage the fraudulent charges. ALG Vacations and its client wrote to the large U.S.-based airline through which many of the flights were booked, and after several meetings, they were able to whittle down the agency’s liability to $12,000.
“The damage started out at more than triple that amount, so it was a bit of a success story, but it still hurts,” Butters said. “It really stunned the agency’s owners.”
HOW TO PROTECT YOURSELF:
Conducting due diligence is essential for identifying bad actors before they join your team, but your defenses shouldn’t stop once the contract is signed and the onboarding is complete. Butters recommended running daily booking reports through VAX VacationAccess (or other booking tools and software you use) to spot dubious activity early on. Keeping an eye out for unusual reservations, like an excessive number of bookings (especially high-value trips), can help you recognize potential fraud and address it before it spirals out of control.
Scam No. 3: The LastMinute Liar
Rogue independent contractors aren’t the only scammers using stolen credit cards to defraud travel advisors. Thieves also pose as new clients in need of expensive travel arrangements for either a typical vacation or an “emergency” situation (like a relative’s ailing health). They provide stolen credit card information to make the payment, and once they receive the confirmation numbers, they change the traveler names and trip dates of the reservations directly with the airline for immediate travel.
“They work in a ring: People are already at the airport, and they’re just waiting for the go-ahead to get on the next flight. It happens really quickly,” Butters explained.
In these high-pressure situations, travel advisors don’t have time to do their due diligence. Even when they try, fraudsters are prepared. They create counterfeit IDs using AI-powered image-editing software that makes them almost indistinguishable from legitimate documentation.
By the time the fraud is uncovered, the tickets have been used, the reservations are long gone and the advisor is hit with a chargeback, leaving them to foot the bill for the fraudulent charges.
HOW TO PROTECT YOURSELF:
The potential commission on a last-minute, high-value trip can be tempting, but don’t let urgency override caution, said Cornelius Hattingh, director of revenue integrity, accreditation and compliance at Airlines Reporting Corporation (ARC), which has the world’s largest repository of global airline tickets.
“If this is business you don’t normally do and you suddenly get a request for travel for a large group in the near future,
always be wary of that. It’s one of the most prevalent scams we deal with on a regular basis,” Hattingh said.
Take the time to verify a new client’s identity. Scrutinize their ID to spot signs of manipulation, like mismatched typefaces, inconsistent shadows or changes in sharpness. You could Google their name to see if it comes up on legitimate profiles on social media sites, which could add to their credibility.
If you received the inquiry by phone, call them back, Butters said.
“See if that person is truly at that phone number. We have a lot of advisors say that
the client’s phone number is disconnected or doesn’t work, which is a red flag,” she added.
And, of course, make sure the name on the credit card matches the name of the person making the reservation. Butters noted that in some cases, a third-party does pay for the vacation costs, but it’s still important to know your customer and ask questions.
In an abundance of caution, you might also consider setting up a policy against making last-minute arrangements for firsttime clients. Reserve this as a benefit for repeat customers you trust.
Scam No. 4
The Phisherman
Phishing scams, which involve fraudulent emails or websites designed to trick people into revealing login credentials or other sensitive information, are nothing new in the travel industry. However, advancements in AI are making them harder to spot, Hattingh warned.
“There are concerns that the type of enhancements available through AI could cause phishing to increase,” Hattingh explained. “They lure you in with better grammar. Spelling errors, which used to be a good giveaway of someone trying to mislead an individual, are no longer a telltale sign.”
These scams can take many forms. For instance, you might receive what appears to be a password reset request from the software you use to book travel for clients. But when you click the link and enter your credentials, you unwittingly hand over control of your account to fraudsters. In some cases, fraudsters even set up entire websites that mimic those of legitimate companies to harvest data.
HOW TO PROTECT YOURSELF:
Scrutinize any email and link you receive requesting your log-in details or a password reset. Service providers will never ask you for your username and password. Look at who is sending the message and whether their email address matches the domain of the company you think you’re dealing with. When in doubt, give them a call at the number listed on their website to see if they
were responsible for the message. If available, set up multi-factor authentication on your accounts — it gives you one more layer of security against fraudsters. ARC also recommended updating your passwords every one to three months to reduce the risk of a compromised account. Before inputting your data on any website, take a look at the address bar in your web browser to make sure you’re on a company’s legitimate website.
Don’t give fraudsters a one-way ticket to your profits. While these bad actors are always scheming for new ways to exploit the travel industry, you can stay one step ahead by keeping up with the latest scams, implementing smart hiring and tech practices and staying on guard. Taking the right precautions can ground their schemes for good.
VAX DIY
VAX is more do-it-yourself than you think!
Did you know you can make changes to reservations, resend itineraries, refine searches to find specific availability and more on your own, right on VAX?
No need to call your supplier’s customer care center and wait on hold. Review our top do-it-yourself VAX tips and get step-by-step guidance for making these changes on your own.
Retrieving & Sharing Reservation Details
INDUSTRY CHATTER ON A TOPIC THAT’S IMPORTANT TO YOU
TRAVEL ADVISORS SHARE THEIR CRAZIEST TRAVEL REQUESTS FROM CLIENTS.
“W
e had a fiancé PROMISE his bride a stay in an overnight bungalow for their honeymoon and requested a quote for a three-night stay — stating that they couldn’t take more time off due to work. At this time, the only options were Bora Bora or Maldives or similar, so with flights they would have had a total of nine hours
(one night) in destination, and the groom was still so interested that we even made a reservation to book it! Luckily, we convinced him how silly it was, despite the promise, and convinced them to do a much more memorable honeymoon in a closer location that they truly enjoyed.”
MITCH TOREN, CHIEF VACATION ENGINEER AT TRIPGUY.COM
“My craziest and most stressful challenge was a couple who wanted an all-inclusive resort in Mexico that would accommodate a multitude of modifications to bedding, bath amenities and foods. The bedding must have a certain type of pillow and non-pillow top mattress. Their dietary restrictions were multiple: gluten free and allergies to tomatoes, carrots, mushrooms, peanuts, almonds, shrimp, oranges and grapes. Finding a resort that would actually follow through with modifications was worrisome for me, especially the foods. When they returned from their vacation, they had great things to say about the resort. You can imagine my relief!”
LEANNE RIGSBY, OWNER/TRAVEL ADVISOR OF
CRICKET CRUISE & TRAVEL, LLC, A NEST
AFFILIATE
“I had a young family with two under two who wanted to travel from Cincinnati to Bora Bora — talk about a hike! The first trip I ever booked was for a family of eight driving from Cincinnati to Utah. They explored several national parks, and I found unique, off-the-beaten-path homes that could accommodate them all. One client requested a Greek island with no traffic, so I literally found an island with no cars. I’ve even helped clients temporarily relocate to Europe. Accessibility and inclusivity are also big parts of what I do. I’ve planned LGBTQ honeymoons, trips for neurodivergent travelers, those with mobility challenges, dietary restrictions and more. For me, the unique requests normally begin once people arrive though. I once had a client get bitten by a shark — that was definitely a wild one to handle!”
REBECCA SMILEY, TRAVEL ADVISOR AT SMILEY TRAVEL (WITH KHM)
“One time, a client asked us to book a room with a balcony facing the full moon so they could ‘charge their crystals properly.’ They were really serious about planning their trip around the lunar calendar! I made the request, even though the resort couldn’t guarantee an exact room. When they checked in, they didn’t like their room number — it wasn’t ‘lucky’ enough — so they insisted on switching rooms. Somehow, we managed to find them a ‘lucky’ room with the perfect moonlit view. It was one of the more unique requests we’ve had, but hey, the client left happy!”
JOSLYNNE AND WADE LIGHT OF LIGHT TRAVELS INC.
“O
ne of the wildest requests I’ve had? A client wanted to literally go back to her roots — by staying in a cave in Matera, Italy, where her family once lived. Yep, a cave! Luckily, some of Matera’s ancient ‘sassi’ have been transformed into stunning cave hotels with all the modern comforts. I planned a trip that let her sleep like generations
before her … but with plush bedding and a wine list. It was a beautiful blend of old-world charm and modern luxury — proof that history can feel like a five-star experience!”
CHRISTI MALBASA, TRAVEL ADVISOR AT MAGNOLIA & PALM TRAVEL COMPANY, A NEST AFFILIATE
“Aclient called me, confused because she wasn’t allowed to check in to her hotel. Our client documents state that they need to provide a card for check-in and incidentals. She insisted the property wouldn’t accept her card. I spoke to the receptionist, who said the card had been declined. I asked the client to provide another, and she said that she had already offered her only card — a debit card with no money on it. She had only been told to bring a card, not a card that would be accepted. We have since clarified our client documents!”
SHELLY RAMIREZ, OWNER OF MICHELLE’S
DESTINATIONS, A TRAVELSAVERS AFFILIATE
“The craziest travel request I have had to date has been a request for a quad booking. Booking more than two people in the room does not always equate to a huge cost savings discount. It is ok when you have a group trip to just book two to a room and meet up in the common areas. I’m just happy that people are getting out and living! You’re on vacation; ensure that your resting environment is relaxing as well.”
CHASITY STRICKLAND, OWNER/LUXURY TRAVEL CURATOR OF GET OUT AND LIVE TRAVEL COMPANY
“In 22 years, I’ve had at max two to three clients who lived in Hawaii looking to travel elsewhere. Around 2010, we had honeymooners contact us to book their very special honeymoon … to the Jersey Shore … during the heyday of the MTV series thinking that everyone there was like those on the show. As a person who spends summers at the Jersey Shore, I just couldn’t understand why anyone from Hawaii would ever want to come there. :) That said … we booked it!!”
MITCH TOREN, CHIEF VACATION ENGINEER AT TRIPGUY.COM
DUBAI
Where futuristic feats meet charming traditions, this city is a never-ending surprise for travelers.
Adistant and arid land, Dubai’s reputation precedes itself, offering a thrilling allure unlike anywhere else in the world. From luxury shopping, ultramodern architecture and hightech innovations to a bustling nighttime scene, millions of visitors flock to this sprawling capital city each year to get a taste of the opportunity and excitement that awaits. Between the destination’s various awards, numerous cultural
attractions and enticing atmosphere, there’s no shortage of reasons for travelers to visit the UAE’s most populous city.
DUBAI’S WORLD RECORDS
Dubai is known for housing some of the world’s greatest man-made feats, shattering previous records by a long shot. Visiting these landmarks will not only leave travelers awestruck, but it’s a fun way to explore the area
and an opportunity unique to Dubai. Naturally, it’s only right to start with the acclaimed Burj Khalifa, aka the world’s tallest skyscraper. While it’s easy to get lost in the magnificence of the building’s exterior, which measures at an imposing 2,716 feet, the interior is also equally as special. For heart-pumping, adrenaline-rushing views, visitors can head up to the observation decks on levels 124 and 125. Additionally, level 122 offers the
WORDS / SAMANTHA ANDERSON
The Jumeirah Mosque is the only religious temple open to non-Muslim visitors.
world’s tallest restaurant, At.mosphere, where travelers can dine on wagyu tenderloins and foie gras with a view. Visitors who want to extend their stay and further explore the Burj Khalifa should consider booking a room in the Armani-branded hotel, located on the first 39 floors.
Travelers don’t have to go far for the next record-breaker, as the Dubai Fountain, the world’s tallest performing fountain, is situated directly in front of the Burj Khalifa. Shooting water 460 feet into the air, the show features colorful jets moving in time with a range of songs, including K-pop hits and beloved throwbacks.
A short 10-minute walk from these two creative displays is the Dubai Mall, and while it may not hold the gold-medal slot as the world’s largest, it is by no means small. Visitors will find over 1,200 shops here, featuring 70 signature outlets, hundreds of food and beverage outlets and Fashion Avenue, where haute couture brands such as Versace and Burberry are located. That’s not all — the mall also offers the Dubai Aquarium and Underwater Zoo, an Olympic-sized ice rink and an expansive indoor cinema complex.
Dubai holds many records above ground, but the city is making its mark underwater, too. Visitors can find the world’s deepest pool at Deep Dive Dubai, where an artfully crafted sunken city rests 200 feet deep. Apartments, storefronts, streetlights, garages, foosball
and pool tables are scattered throughout the post-apocalyptic layout, and guests are permitted to explore up to a certain depth based on their diving experience.
CULTURAL ATTRACTIONS
Religion is the crux of everyday life in Dubai, with the majority of its citizens practicing Islam, Christianity, Hinduism or Buddhism. Many of the sacred temples and religious sites
in the city are off-limits to visitors, though the Jumeirah Mosque is one exception. This stunning attraction is made from white stone in the medieval Fatimid style with twin minarets framing a central dome. Its glowing exterior makes it a heavily photographed spot, and tours of the mosque teach travelers about Islamic holidays, rituals, traditions, cuisines and customs. While the mosque does welcome non-Muslim visitors, guests should still be prepared to dress modestly.
Visitors who prefer to interact with culture through food and flavor will particularly enjoy the Dubai Spice Souk. A market for Middle Eastern goods, travelers will find herbs such as sumac, cardamom, za’atar and even saffron in abundance here. Vendors also sell various premade spice mixes and trinkets that make for travel-friendly souvenirs.
Speaking of fragrant herbs, the Perfume House, part of the Al Shindagha Museum complex, presents a once-in-a-lifetime opportunity to discover the ancient methods of Arabic perfume-making. The tour offers insights into the region’s perfume trading routes and the traditional oils and ingredients used to make local scents. A gift shop attached to the museum sells some divine pre-made Emirati scents, and an on-site perfumery allows visitors to try their hand at customizing their own fragrance.
The Burj Khalifa and the Dubai Fountain are both located in the city center.
The Dubai Mall has something for every traveler to enjoy.
EYE ON THE SKY: THREE AIRPORTS TO WATCH
Catch up on exciting updates from one new airport, one that recently hit the year-old mark and one that’s on the horizon.
WORDS / JENNA BUEGE
Often referred to as “gateways to the world,” airports are an essential part of the travel experience. They connect us with others and enable us to explore places that might otherwise not be so easily explorable. And, as travel to hard-to-reach destinations and trusty vacation spots remains more popular than ever, plans to build new airports are being rolled out — and completed — in spades.
With so many exciting projects underway, we wanted to take some time to catch up on news surrounding three noteworthy airports — one that’s brand new, one that recently hit the one-year mark and one that’s on the horizon.
BRAND NEW
NUUK INTERNATIONAL AIRPORT IN GREENLAND
Thanks to the November 2024 opening of Nuuk International Airport, travel to the least densely populated country in the world has gotten a whole lot easier. Representing a 305 million USD investment in Greenland’s future, the new travel hub offers direct international flights, features a 7,217-foot runway and touts state-of-the-art facilities with the capacity to welcome 800 passengers per hour.
“This is a transformative project that positions Greenland as a destination in its own right,” said Jens Lauridsen, CEO of Greenland Airports. “We expect the new airport to increase connectivity, not only for tourists, but for businesses and industries that rely on efficient air travel. We are not just opening a new airport, we are opening Greenland to the world, creating opportunities for growth and development in every sector.”
And while the remote Arctic territory is now more accessible than ever, it isn’t done yet. Instead, Greenland has shared plans to open two additional airports by 2026, one in Ilulissat in the north and one in Qaqortoq in the south. Remembering just how rugged the region is, these initiatives are expected to significantly improve travel for both locals and visitors, as only ~56 miles of Greenland’s roads are paved.
ONE YEAR IN TULUM INTERNATIONAL AIRPORT IN MEXICO
Tulum’s Felipe Carrillo Puerto International Airport (TQO) is riding the high of a wildly successful inaugural year after welcoming more than 1.2 million passengers in 2024, according to Riviera Maya News. Hosting over 10 domestic and international airlines — including American Airlines, Delta Air Lines and United Airlines — and serving 15+ cities with direct flights, TQO shattered its predicted passenger count of 700,000 in its first seven months of operation.
“The central and southern area of Quintana Roo continues to establish itself as a world-class destination, attracting more visitors and offering unique experiences that promote wellness and development,” said Mara Lezama, governor of Quintana Roo. Upon landing in the tropical paradise that is the Yucatán Peninsula, vacationers can take advantage of TQO’s many transportation services including public and private transfers aboard busses and shuttles, various car rental options and soon, Tren Maya, the currently-under-construction 950-mile transpeninsula rail route connecting the Mexican states of Chiapas, Tabasco, Campeche, Yucatán and Quintana Roo.
ON THE HORIZON AN INTERNATIONAL AIRPORT IN WESLEY, DOMINICA
A haven for divers, culture enthusiasts and wild wanderers, Dominica, a country situated in the Lesser Antilles archipelago in the Caribbean Sea, is working hard to build its first-ever international airport. Expected to finish in 2027, the “Nature Island of the Caribbean’s” new airport is on track to be quite impressive with plans for a 9,350foot runway, a 165,000-square-foot
terminal designed to accommodate over 500 vehicles, a separate VIP terminal, a fuel facility and more.
“You are standing on the ground where the future of Dominica will take flight,” said Denise Charles-Pemberton, tourism minister of Dominica, during the project’s official groundbreaking ceremony in late 2024. While most groundbreaking ceremonies take place
Construction on
International Airport in Wesley is well underway.
before construction begins, Dominica did things a bit differently, instead waiting to celebrate until the work was already in progress. “I did not want anybody to think that we were kidding with them,” said Roosevelt Skerrit, prime minister of Dominica. “Every single government that has come to being in Dominica has promised the international airport, and it has never happened. Dominicans have treated this as a false alarm … so I wanted us to see it happening.”
Dominica’s international airport is predicted to cost upwards of 1 billion Eastern Caribbean dollars (around 370 million USD) to build. As of early 2025, construction is slightly ahead of schedule.
Dominica
Felipe Carrillo Puerto International Airport opened in December 2023.
OUR BELOVED FLIPPERED FRIEND ANSWERS YOUR VAX QUESTIONS.
YOU ASKED: My password has expired, and my account is locked; how can I get unlocked?
MAXWELL SAYS: If your account is locked, your password is expired or you are having trouble logging in to the VAX website, you’ll need to contact your agency’s site manager. Within each agency’s VAX account, at least one person is designated as a site manager responsible for setting the permissions and providing access to the employees of the agency. This person will be able to reset your password or unlock your account. The site manager could be the agency’s owner, manager, office admin or someone with this designated responsibility. If you are the site manager for your agency and you need help with your access, you will need to contact the VAX Tech Support team. When you contact the VAX Tech Support team, they will need to verify your identity. In addition to providing them your agency number, you will also need to provide them with at least two of the following: your VAX username, the email associated with your VAX account, the phone number associated with your VAX account or the name of a valid site manager for the agency.
YOU ASKED: How can I track my agents’ or my own reservations?
MAXWELL SAYS: There is a report available that you can export to view all your reservations or all the reservations for your agency if you have the appropriate access. Start at the Retrieve Reservations link in the upper right navigation from any page on VAX. To retrieve all reservations from your agency, click Search under Reservation Search OR enter in any of the search criteria to narrow down your results. If you export the results to Excel, you will get additional reservation details such as Number of Passengers, Number of Nights, Hotel Name and more. It is important to note reservations will only be retrieved if they were booked within the last three years and traveled within the past 18 months.
YOU ASKED: How can I book in VAX when my clients are leaving from different cities to the same destination?
MAXWELL SAYS: The ability to book travelers sharing a hotel room arriving from different origins is offered only through select suppliers within the VAX marketplace. To verify which suppliers offer this, you can start by selecting New Reservation in the upper right navigation. Choose your preferred supplier and then take a look through the Package Type drop-down. If your preferred supplier offers this package type, it will be named Multiple Origin Air – Shared Hotel, or something similar, to indicate that you have travelers arriving from multiple origins. After completing the rest of the details within the reservation tool and beginning your search, you will find yourself on the availability page without default selections. From here you will select the air for your first traveler and follow through to accept the terms and conditions and complete the booking without selecting a hotel. You will receive a prompt reminding you a hotel is required to complete the reservation. At this
time, you can select the green Add Party button to add the flight coming from a different origin. Once you complete the air for passengers coming from each origin, you will see them on their own tabs. To add the hotel portion of the reservation, you’ll start at the green Add Party button again, enter the correct number of adults that will be staying in the room and then click Search. On the availability page you can choose the hotel and any other features that you want to add for the travelers. Use the Refresh Deposit button to update the deposit based on all the components you have included in the package, and then you will be able to complete the booking. The order of the steps is important; you must complete the air portion for all travelers prior to adding the hotel and other components. If you need to modify the reservation later, you may need to contact your preferred tour operator’s call center directly.
Have a question for Maxwell? Send it to us at training@vaxvacationaccess.com, and we’ll send it his way. Then check out the next issue of The Compass magazine to see if he answered it.
BIG CITIES
Find and circle each of the words from the list below. Words may appear horizontally, vertically or diagonally, but forwards only.
1. Tokyo 2. Delhi
Shanghai
Sao Paulo
Mexico City
Cairo
Mumbai
Beijing
New York City
Buenos Aires
Istanbul
Manila
Los Angeles
Paris
Bangkok
Sydney 17. Berlin
Rome
Toronto
Vienna
Rio de Janeiro
Bogota
“Never believe that a few caring people can’t change the world. For, indeed, that’s all who ever have.”
—Margaret Mead
VAX VacationAccess has always had one ambition:
to make travel advisors’ lives easier and provide a platform for them to succeed. In no time, VAX became a household name in the travel advisor community, and as some may call it, their very best friend. Now boasting a community of 203,000+ leisure travel advisors, VAX has established its title as the award-winning leisure travel marketplace.
Travel Weekly Magellan Awards
Gold Award
Booking Interface
Education Program
Travel Agent Only Website
Marketing Website Overall
Marketing Campaign
Silver Award
Travel Agent Only Website
Marketing Campaign
Trip Planning
Booking Interface
Web Marketing/Advertising
Promotional Video
Educational Program
But you don’t have to take our word for it. We are proud to have won coveted industry awards for the many facets of VAX: our industry-leading booking engine technology, our marketing resources, our travel advisor education and even our presence in print. We’re always striving to give our travel advisor users the best and to keep our winning streak alive. Nexion Awards
Travvy Awards
Best Travel Technology Provider
Best Travel Agent Reservation System
Best Travel Planning Technology
Travel Weekly Readers Choice Award
Best Travel Technology Provider
Best Technology/Booking Tool
Association of National Advertisers (ANA) B2 Awards
Silver Award
Content Marketing: Magazine (Print or Digital) Category
Travel Inspo Tool Kit
Power your agency’s social media and content marketing with ready-made social media images, memes and articles The time to travel is now and the time to connect with travelers is now Turn to VAX’s Travel Inspo Tool Kit to get the content you need to make those connections
