this growing travel agency business has been serving national enquires via telephone and internet bookings from their high profile shop unit in the kingston, surrey, since 2004. With a combined background of over 25 years in the travel sector, the husband and wife team have built a business which from the customers point of view challenges household name travel agents for quality of service and price competitiveness. With on-going investment in a easy to use “state of the art” website, with fully integrated on-line bookings and support, the business appears much larger in the public view. Currently the business is operated with the global travel group. In a franchise based model, the business receives approximately 10% margin on all bookings. In return gtl handle accounts, it and office support, and general admin. Gtl provides full atol protection for the business and their customers. The contract with gtl is on an on-going basis, which could be broken should a new owner which to move to a different provider, become completely independent, or integrate the operation within another business which has all the accreditation required in the travel industry. The business also receives up-to 6% margin from lucrative bookings via expedia. In support of the outstanding website, the business has a 24 hour telephone booking system which re-directs enquires or takes messages for follow-up. The business is operated from a well appointed and finished outlet in the kingston area of south west london. The vendors have established some hard fought contracts with national advertising networks at very favorable rates such as teletext holidays and ice-lolly. There is also a holistic approach to the internet with the company owning over 100 unique domain names all pointing to the main website. Currently approximately 90% of customers book via the internet or telephone, with the remainder retail. Equipment: alongside the investment in it equipment and software, the business operates a wireless telephone and fax system from the office. There is currently desk space for two, with room for expansion. The vendors have invested in high-quality racking for travel brochures, a large tv projector and screen for promotion and high-quality coffee and ice making machines for customers use. Customer service: this business prides itself on its commitment to customer service providing a thorough and efficient, personal and friendly service, fully deserving of its reputation for excellence in the marketplace. All requirements are looked after on an individual basis with the sole aim of making the holiday an unforgettable experience. No matter how difficult or unusual the demands of the clients the company has the expertise and knowledge to handle everything put in their way. The website has a function to allow immediate feedback and customer service online. Key strengths: the brand and established reputation are obviously major assets of the business. The company also enjoys bulk deals with major national advertisers that represent a great return on investment. These deals are now not open to the market, and present a barrier to entry for smaller regional travel agents. The brand name has developed a great on-line presence that belies the size of the business. This business enjoys high margins and is streamlined for all processes to be carried out easily and efficiently. Growth and expansion opportunities: the business has grown through targeting specific destinations and packages at any given time. They have also focused on the value holiday end of the market, with the registration of specific domains that would cater for this clientele. The business is now primed to work across all destinations, and with further investment in staff, can easily handle many more enquires. There is an opportunity to break away from global travel group and to increase margins by becoming independent or re-negotiating with another service provide. With the hard work of setting-up the business and building the brand mostly completed, the firm can easily be expanded in a number of directions via investment in further marketing and staffing.
