Marion Owen says taking the wheel to provide holidays with a twist saved her business
Q. How did you start in travel?
A. I was nine when I decided I wanted to be a travel agent. My first job after school, aged 18, was as a tourist cashier at Thomas Cook. I progressed into sales before joining AA Travel as assistant manager before taking the helm.
Q. Why did you launch Marion Owen Travel 27 years ago, and how has it evolved?
A. I’d been made redundant so setting up my agency seemed a natural step. The business has evolved to keep up with the market. We sell all holidays, as you never know what a small booking can lead to in the future, but we focus on cruise, long-haul tailor-made holidays, escorted touring and our own collection. We sent more than 90 guests to Jersey in 2021 and we visited hotels there recently so we can best advise our clients. Generally, we attract couples and singles looking for a cultural experience.
We sell all holidays, as you never know what a small booking can lead to in the future, but we focus on cruise, long-haul tailor-made holidays, escorted touring and our own collection
Q. How well are your own escorted tours selling?
A. Our 2021, UK festive tours were full, with almost 600 guests on trips from one to three days. Most of our own tours for 2022 are full too. I also escort overseas holidays with operators, such as APT, Regent Seven Seas Cruises and Transun. I’ll escort anything that presses my buttons but there are only so many weeks in a year.
Q. What is it like escorting your own tours?
A. Guests like the security of having me around; we’re very much ‘care in the community’ and go that extra mile. In 2020, I did tours to Scotland and Shropshire that I didn’t advertise; they were just for people we knew, so they felt safe and confident. I work while away and generate lots of business as everyone has ample time to discuss their plans with me and I get them booked as we travel.
I also escort overseas holidays with operators, such as APT, Regent Seven Seas Cruises and Transun. I’ll escort anything that presses my buttons but there are only so many weeks in a year
Q. What happened when the pandemic hit?
A. I returned from escorting a group along the Ganges in India and we packed up the office and I took everything home. Three full-time staff were furloughed while holiday planner Emma Higinbotham and I worked at home. One of our colleagues ended up working as a carer and another went to work at an admin firm. By October 2020, Emma and I were left. We need another member of staff now.
Q. How is the agency running now?
A. We open our office from 9am to 2pm, Monday to Friday. The phones are always answered as they are diverted when we are not in the office. Emma is my rod – we are great friends and have laughed and cried together through the pandemic. She has travelled extensively and is very customer-oriented. Recently, she helped someone with UK train times – the customer returned and booked a cruise. She sets up older clients on smartphones if they need help and shows them how to use them for cruises. Higher-value bookings are coming in for 2023; everyone seems to want to splash out a little more, upgrade and tick off their bucket list.
Emma has travelled extensively and is very customer-oriented. Recently, she helped someone with UK train times – the customer returned and booked a cruise
Q. What marketing and networking do you do?
A. We produce monthly news booklets incorporating our special departures and I write two advertorial features in local monthly publications – as well as Facebook, blogging and e-blasts. We attend the Association of Touring & Adventure Suppliers (Atas) conference – it’s just about the best conference and I would not want to miss it as it helps us tremendously.
Q. Have you managed to take a holiday recently?
A. Since March 2020, I’ve had a one-night break for my husband’s 65th birthday and a two-night break for a family wedding. I will make up for it this year. I cancelled my ski trip for this New Year but hope to escape between February and March. Our own tours are always an adventure and I love to explore. I’m lucky to have travelled the world but still have a bit of a bucket list to complete. I don’t really want to continue coach driving on my own so we need another driver. I had planned to retire 10 years ago, aged 50, but I’m not very good at saying no. Emma says I’m not allowed to retire.
Our own tours are always an adventure and I love to explore. I’m lucky to have travelled the world but still have a bit of a bucket list to complete
Why did you start driving your own UK coach tours?
In 2010, I obtained a tour operator’s bond with Abta to offer holidays with a twist. We had many ex-UK cruisers looking for extra holidays but not wanting run-of-the mill coach tours. I obtained my coach driver’s licence in 2012 as I was concerned that we only had one driver. Being a two-man crew allows us to share the driving and cuts down on breaks. During the pandemic, I have driven a few solo tours to cut overheads. We don’t return to destinations because many of our guests are repeaters and want a new experience.
I obtained my coach driver’s licence in 2012 as I was concerned that we only had one driver. Being a two-man crew allows us to share the driving and cuts down on breaks
But we do visit the Thursford Christmas Spectacular in Norfolk each year because it is a different show every time and regular guests call it their start of Christmas. I can book lots of holidays with customers while I am away. Our clients are like a travelling family and they know each other well. We have just bought a new Mercedes coach, built for a coach trade show which was cancelled, so it was reduced. It would retail at €750,000 but that’s not what we paid for it. Our domestic tours have saved us.