The InteleTravel agent and owner of DTL Travel in Pontypridd, Wales, tells Samantha Mayling that 2022 is looking strong
Q. Why did you start DTL Travel?
A. I work as a complaints manager for a large utility company, which went through a major reorganisation – I was in the mix for redundancies but I didn’t lose my job. As an experienced traveller, I wanted to combine my passion for travel with my passion for customer service, so I set up DTL Travel in May 2019. My partner prompted me as we saw one of her friends doing well with InteleTravel. I started by learning about regulations and Abta, and training with partners. Initially I offered sports tours, but kept my options open and sold other holidays too.
As an experienced traveller, I wanted to combine my passion for travel with my passion for customer service, so I set up DTL Travel in May 2019
Q. How is the agency set up?
A. I work from home, including evenings and weekends, and can answer queries at unusual times. I didn’t want to offer a typical 9-5 service because my customers work during the day. I love helping customers, meeting people and interacting on Zoom or Facebook Messenger. I have more than 4,700 followers on Facebook and 672 on Instagram. We get advice from InteleTravel about marketing and networking, and I use templates for my deals from travel partners. Most clients are local and mostly come by word-of-mouth recommendations, such as parents who I meet at school and share my details on local Facebook groups. Some come from farther afield in Birmingham and elsewhere in England. It’s great that the InteleTravel Atol was granted [in November 2021] so we can package our own holidays – that’s a real step forward.
Most clients are local and mostly come by word-of-mouth recommendations, such as parents who I meet at school and share my details on local Facebook groups
Q. How did you cope with the pandemic?
A. It was hard and challenging with refunds and rebookings – and then with Omicron, there was a lot of rearranging. I make sure customers get their money back and support them to get refunds. If customers were refunded, they’d rebook with me next time as they have faith in me. I switched focus towards staycations, with partners such as Hoseasons, which really paid off. There was an uptick in demand for properties such as cottages and those with hot tubs, as well as groups going away for celebrations. I did £60,000 of sales in January 2021 and from January to early December 2021, I sold £271,000 worth of travel. Staycations have been a good contingency for me, but people really want sunshine.
I switched focus towards staycations, with partners such as Hoseasons, which really paid off. There was an uptick in demand for properties such as cottages and those with hot tubs
Q. What do you say to critics of InteleTravel?
A.I read the trade papers and noticed criticism of InteleTravel. It is mainly to do with PlanNet Marketing [InteleTravel’s business partner whose representatives sell the company’s home-based agent programme] but I don’t get involved in that; I just want to run my travel agency. InteleTravel’s support, training and communication are really good. It is low-cost and the partners are really good, although I would like to see more, such as Jet2holidays, join. We have done part two of our Atol training, which was delivered by Tricia Handley-Hughes [UK director] and her amazing team. It was very well structured and she has lots of experience. I want to stay with InteleTravel because Tricia is a good leader and we share best practice among our agents.
InteleTravel’s support, training and communication are really good. It is low-cost and the partners are really good, although I would like to see more, such as Jet2holidays, join
Q. How is 2022 looking?
A. Very strong, I hope all the bookings go to plan. I don’t have overheads like agents do in shops and I’m well known in this area. Also, I hope to go to more face-to-face events this year. As soon as the trade press reports news about government changes to travel rules, I put it on my Facebook page. In Wales, we have to know what’s happening with the UK and Welsh governments – Bristol airport is convenient as it’s just over the Severn Bridge, and Birmingham airport is not that far.
We hope to be going to Sharm el-Sheikh in March, then Dubai in November and South Africa in 2023. I was a keen traveller before the pandemic – I love Greece and Cyprus, and Majorca
Q. What are your upcoming travel plans?
A. Our own holidays in 2020 – to Krakow and Egypt – were cancelled. We hope to be going to Sharm el-Sheikh in March, then Dubai in November and South Africa in 2023. I was a keen traveller before the pandemic – I love Greece and Cyprus, and Majorca, and I have family in Canada.
What are your bestsellers?
Sports tours are my bestsellers. My first booking was a family of avid football fans – two adults, two kids – who have now booked with me three times. They were going to the 2019 Uefa Champions League Final in Madrid. Fares to Madrid were crazy, so I found cheap flights to Valencia and arranged coach travel to Madrid. They gave me amazing feedback and won’t book with anyone else.
Other sport bookings in 2019 included a group of 15 for the Rugby World Cup in Japan and a group of veterans to Lanzarote. Sports tours coming up include 45 people going to Marbella in April; a seniors tour of 47 to Torremolinos later this year; and a group of 80 going to South Africa in 2023.
Sports tours coming up include 45 people going to Marbella in April; a seniors tour of 47 to Torremolinos later this year; and a group of 80 going to South Africa in 2023
I sponsor two local rugby clubs, Llantwit Fardre RFC and Beddau RFC. I have played for them both and a lot of them book with me.
USAirtours are my biggest sellers, then Hoseasons, Olympic Holidays, Major Travel, theatre and mini breaks with Great Little Breaks, Inghams and Santa’s Lapland, and Newmarket’s Santa day trips.