Industry Insider: Lani Symons Vaughan from Travel Counsellors
Lani Symons Vaughan from Travel Counsellors loves the flexibility of her job as a mobile travel agent, working her own hours and having the freedom to give clients undivided attention.
“In a retail setting, even if clients make an appointment to see you, that can be very difficult. I feel like I get to know my clients better now and by the end of their trip a lot of them are more like friends, they’re not just a transaction,” Lani says.
We talked to Lani about working as a Travel Counsellor and why she is passionate about what she does.
Best part of the job?
The flexibility again! I have 2 young children and my youngest is still home with me a couple of days a week, so the ability to work around them is priceless and I don’t need to ask anyone’s permission to take time off for school events, holidays, etc. I’m also naturally a night owl, so being able to log on and do a few hours work of an evening when I need to helps me stay on top of things and suits my lifestyle. Last but not least, I also do A LOT more travel now than when I worked in a retail agency which is fabulous!
How do you stand apart from other agents?
The level of service I provide – I’ve always taken great pride in the level of service I provide my clients but there were a lot more limits on how I could achieve that in a retail setting. Now, my clients know my mobile number and know they can call me after hours if there’s an emergency, I often have gifts placed in hotel rooms for guests celebrating special events whilst they travel, I make travel packs for the plane for the children of my clients, I’ve even contacted a customer’s bank on his behalf for him when things went pear shaped for him – I go above and beyond for my clients wherever I can and it’s those little things that really make a big impression.
Challenges of the job?
Switching off – because I have 24/7 access to my systems there’s always the temptation to check emails again and again, even of an evening. And not being able to control the work flow, some weeks feel very frantic but it’s hard to turn away business because you worry it might not be there next week.
Best tips for dealing with difficult customers?
Thankfully I don’t have too many! On the odd occasion when I run into a difficult client I find they’re often frustrated because things haven’t turned out how they expected. With those clients I try and explain all the work I’m putting in to resolving their issues/concerns and I find that often helps. But at the end of the day working for yourself means you can turn away business and there have been a couple of rare occasions where I have done this because the clients think they know better or there is just no pleasing them and that’s a very liberating experience within itself!
What do you wish could change in the industry?
The perception that the public has of booking travel, not a week goes by when I don’t hear someone say “oh I do all my own bookings, I don’t need a travel agent”.
What do you want to see more of from your wholesalers?
The same level of care that I have – it frustrates me when I bend over backwards to do quote/bookings for a customer within 24/48 hours and then you get held up because a wholesaler doesn’t get back to you for days. And more staff with some companies, I waste hours every week sitting on hold – there are some terrible repeat offenders out there and at the end of the day they shoot themselves in the foot with long hold times, agents try and avoid using them eventually.
What advice would you give an agent considering to move into the homebased environment?
Do it, have faith in yourself and your ability to make the leap – you won’t regret it! If you are truly passionate about working in this industry, then you will love the freedom that comes from doing it on your own terms .
Email the Travel Weekly team at traveldesk@travelweekly.com.au
Industry Insider Lani Symons Vaughan travel counsellorsLatest News
Linkd appoints Carolyn Nightingale and Lawson Dibb to new roles
Linkd Tourism sings praises of Carolyn Nightingale and dubs Lawson Dibb as Kyushu Tourism Office guru.
Celebrity Ascent makes its European debut
Choosing to cruise this northern summer? Celebrity Ascent promises to raise the bar.
NCL opens sales for Norwegian Sun’s APAC debut, announces 14 new voyages
It was to be 13 new voyages we heard, but given the numbers unlucky nature, an extra had to be thought up.
Inside Travel Group appoints Tom Welland Global Trade Marketing Manager
Heidi's Tom Welland heads to Inside Travel Group as its new Global Trade Marketing Manager.
Federal Government rolls out $1.4m program to promote careers in tourism across regional NSW
The Government taking a break from some of its pointier issues with some work in our incredible industry!
Australian visitors to South Korea surge
Japanned out? Aussies are adding South Korea to their bucket list.
G Adventures celebrates Dr. Jane Goodall’s 90th with new wildlife-focused trips
Fancy yourself as a bit of a conservationist? Put your skills to the test on the Jane Goodall collection.
Virgin Australia says suspended flights to Bali result of Boeing MAX delays
If only we had a company like Boeing to blame our mistakes on. Any takers? Get in touch!
Airline Review: Singapore Airlines Business Class – A380-800
The iconic Singapore Airlines' A380-800 is in a class of its own - business class that is.
South African Airways to relaunch Joburg – Perth flights as economic ties strengthen
Bringing two of the world's most distinctive accents closer together, for good or for bad is yet to be determined.
My journey: Before becoming a travel agent I was… a palliative care nurse
Australind Travel & Cruise, Travellers Choice member Saibra Twigg reveals her life as paediatric nurse then to palliative care before a career leap to travel agent. How did you become a palliative care nurse? ST I went straight from school in nursing and initially specialised in paediatrics, working at Perth’s Princess Margaret Hospital for Children. […]
Emirates unveils future plans with new hub at Al Maktoum International Airport
We've also been looking into our future. It involves plenty of famils, we hope.
Australia fails to make top 10 destination list for American travellers
Australia's top cities have failed to make the grade with American travellers this northern summer, with no local city in the top.
APT Launches 2025 Asia Adventures
APT has launched its Asia Adventures for 2025, including new luxury holidays in India, Sri Lanka and Japan. Five new tours lead guests to the highlights of India, including a seven-night cruise along the rarely travelled Lower Ganges aboard the Ganges Voyager. Further south, Sri Lanka’s greatest destinations are revealed on a new 15-day Land […]
ANZAC Battlefield travel on the 2025 bucketlist
As Anzac Day dawns, agents prepare for a surge in bookings for the 110th anniversary of the Anzac Cove landings.
Former Channel 9 Getaway host and founder of TRIBE Jules Lund to speak at Travel DAZE
From blond-tipped travel reporter to Travel DAZE speaker, Jules Lund cuts through the BS.
HX’s Roald Amundsen finds aliens in the Antarctic
Forget whales, HX's MS Roald Amundsen captures aliens in the Antarctic - and they're not pretty.
Mayhem in France as 70% of flights face cancellation
I mean it wouldn't be France if there wasn't at least one strike.
Etihad Airways launches double-decker service with world’s only in-air three-room suite
We imagine falling asleep in the three-room suite is superior to falling asleep on your neighbour's shoulder.
Norwegian Cruise Line launches 2024 Europe travel season
Europe certainly has a lot of ports. Its time for Australia to up its game.
“The power of travel for positive change” – Intrepid’s Jenny Gray hails controversial all-women Saudi Arabia trip
There is an awful lot to love about this tour from Intrepid. Where do we sign up?
Princess names the Sun, unveils Sanctuary Collection + Star Princess to Alaska in ’26
A huge bottle of Veuve was smashed into the side of the ship to make things official. So no, we couldn't snag a glass.
Collette special offers across peak northern summer season
If you are craving a trip to Europe then grab this deal with both of your grubby hands.
Air India and All Nippon codeshare between the two countries
Here at TW we agreed that the photo would have worked better if they had swapped planes.
A&K offers minimum 18 weeks paid parental leave
Contrary to what the photo suggests this benefit is only applicable for humans. Back to work Mrs Jumbo.
NH Hotel Group rebrands as Minor Hotels Europe & Americas
Hang around the bends of the hotels. We imagine they will be full of a lot of branded content.
Scenic Eclipse II – the business of creating unforgettable life-changing memories
These cruise brothers from another mother offer a view of cruising on Scenic Eclipse II that is poles apart.
MSC builds new hospital ship with Mercy Ships
If you want to read a story that puts a smile on your face then this is the one for you.
“I peed on myself watching this” – Social media users squirm at Royal Caribbean’s Harmony of The Seas 55ft dive video
TW is not responsible for any involuntary actions your body might have after watching this video.
FLIGHT REVIEW: Qantas Boeing 787 Dreamliner business class
The real bonus is you're unlikely to be around screaming children. Hoorah!
Traveltek offers travel agents new rapid deploy cruise website
As always, if you have any issue with the platform, just turn it off and on again.
Experience whale watching & classical music at the Australian Festival of Chamber Music in Townsville
Disappointedly, the whales do not start singing in tune with the orchestra. Opportunity missed.
Fond, very Fond. London hotel famed for James Bond link adds ‘Classic Comforts’ lunch menu
James Bond author Ian Fleming was so fond if this hotel, it inspired the legendary phrase ‘shaken, not stirred’.
What sets Eclipse Travel apart with Africa expert Hilary Dubyk: Travel Weekly TV
If you want to know more about Africa, then Hilary Dubyk is your person.
Surge in Australians visiting Japan
Feel like all of your friends have just returned from Europe? Now it's Japan.
Seabourn announces Western Kimberley Traditional Owners as Godparents of Seabourn Pursuit
Seabourn has named Western Kimberley Traditional Owners, the Wunambal Gaambera, as Godparents of the ultra-luxury purpose-built Seabourn Pursuit. It is the first cruise line to appoint Traditional Owners as godparents of a ship. Seabourn Pursuit embarks on its inaugural season in the Kimberley region this June. The naming ceremony will take place on Seabourn Pursuit’s […]