NEWS
Travel Weekly is speaking to agencies still thriving despite the eff ects of recession. What is their secret?
Aspen Travel rides high
Chloe Berman
chloe.berman@rbi.co.uk
The recession has hit the town
of Urmston near Manchester
hard with many businesses
closing down – but Aspen
Travel is still thriving.
The agency hit the £1 million
turnover mark in January,
despite a series of challenges
that may have left some businesses
struggling to survive.
The key to the company’s
success has been the web.
Originally set up as a high-
street shop in 1984, Aspen
Travel became one of the fi rst
retail agencies to have its own
bookable website, lowcostdeals.co.uk,
four years ago.
Not all customers book online;
many phone the agency
for advice. However, the
website has allowed the agency
to attract a far wider audience.
Director Karen Allen said
the web has helped the company
survive while many other
8 | Travel Weekly | March 6 2009
local businesses have failed.
“Urmston has really suffered
because of huge building
works as they build a new
shopping centre. There is nowhere
to park and half the
businesses have shut down,
but we’re still here,” said Allen.
The agency specialises in
high-end cruises, escorted
tours and all-inclusive holidays.
Staff go on regular educationals
and attend evening
training events.
Allen, who has worked in
travel for 25 years, said: “People
who are spending a lot of
money want to speak to someone
who’s been. You can’t get
that from the web.
“We don’t try and get into
saturated markets, we concentrate
on more niche areas such
as Wendy Wu Tours and Hurtigruten
cruises.”
Lowcostdeals.co.uk features
plenty of information about
Aspen Travel, an Advantage
member, so consumers know
it is linked to a retail agency.
“It is really important that
people know they’re dealing
with a living, breathing travel
agency that’s 100% genuine,
especially after the failure
of XL Leisure Group,” added
Allen.
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Aspen Travel
director
Karen Allen
poses with
two of the
agency’s
awards
Aspen Travel picked up three
industry awards last year and is
nominated for a Kingley Event
Management Agent Achievement
Award again this year.
>Is your agency beating
the recession? Contact
chloe.berman@rbi.co.uk
TRAVEL WEEKLY ONLINE POLL
This week’s poll: Have you
booked your main 2009
holiday yet?
● Yes, we booked it months ago
● No, we’re waiting for a
late deal
● We can’t aff ord a holiday
this year
Tell us what you think. Go to
www.travelweekly.co.uk
ASPEN TRAVEL’S
TIPS TO KEEP
CLIENTS COMING
BACK
● Have the gift of the
gab – clients will keep
coming back if you are
friendly and good fun.
● Make sure you have
high-calibre staff – they
are the most important
asset to your business.
● Have empathy with our
clients – put yourself in
their shoes.
● Service should be at
a high standard at all
times. Make sure you
acknowledge customers
as soon as they walk
through the door.
● Product knowledge
is vital. Try to go on
as many fam trips as
you can.
MOST-READ STORIES ON WWW.TRAVELWEEKLY.CO.UK
Last week’s poll: New industry
initiative PROFiT aims to prevent
fraud in travel. Has your business
ever been defrauded?
Yes
No
46%
54%
www.travelweekly.co.uk
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