Not Just Travel creates head of operations and experience role

Mel Garthwaite has been promoted by Not Just Travel to the newly-created role of head of operations and experience.

It is her second promotion since re-joining the homeworking company in March 2025.

Garthwaite returned to the Bournemouth-based business as franchise manager after a brief time working with a travel start-up.

She was quickly elevated to head of projects and has now been promoted again in recognition of her strong performance and the results she has delivered, according to the company.

Garthwaite has more than 27 years of experience in the travel industry, having previously joined the company in June 2022 as Not Just Travel’s head of quality assurance and training. 

Her new remit spans both the support infrastructure and the commercial growth of the company, as well as the ongoing enhancement of the customer experience.

Co-founder Steve Witt said: "Mel is, quite simply, the best person for this role in the industry.

“What sets her apart is how she melds significant operational expertise with a human-focused approach that very few people manage to combine. She understands processes and systems, but she also understands people.

“She is heavily invested in elevating the experience for our travel consultants and ultimately for every customer they serve. Mel has already brought ideas to the table that we are genuinely excited about.

“We are very much looking forward to the next phase of growth of this company with Mel in place."

Garthwaite added: "Operations only work when the people at the centre of them feel supported and valued. My focus has always been on removing friction for our consultants, whether that is the speed of a response, the clarity of a process, or simply knowing that someone is there to support them.

"There is still a lot more we can do, and I am excited about the direction we are heading."