High street agency

Immersed in the action, new recruits will learn quickly on the job thanks to plenty of face-to-face interaction with both colleagues and customers. High street agencies can also be located in a shopping mall or even an out-of-town retail park, but all welcome ‘walk-in’ customers who don’t have an appointment.

What does a high street travel agent do?

• Discussing holiday enquiries with customers either in person, over the phone or online
• Researching options for them
• Providing quotes
• Booking holidays
• Admin tasks like issuing tickets and checking documentation
• Training both in-house and with external suppliers such as cruise lines and tour operators
• Marketing the agency’s services

Karen Marin Reyes, founder and director of La Vida Travel, a high street agency in Newport, says: “In a high street store you have face-to-face interaction with your customers which is where you really build relationships.”

She adds that other benefits include being able to leverage the expertise of colleagues, having fun as a team and the ability to switch off when you go home each evening.

Entry routes: Would-be agents tend to go down the college route – completing a Level 3 Diploma in Travel and Tourism, do an apprenticeship or take on a trainee role.

Some agencies, such as Hays Travel offer programmes for those who are new to the industry. These typically involve intensive training leading to a permanent role.

Starting salary:

• Apprentices: around £10-15,000 per year
• College graduates/entry level: around £25,000 per year
   

Call centre or online travel agency (OTA)

A volume-driven environment where efficiency is key.

What does a call centre/OTA travel agent do?

• Handle enquiries via phone, online chat, or forms
• Researching travel options
• Providing quotes
• Booking travel
• Admin tasks like issuing tickets and checking documentation
• Training both in-house and with external suppliers

Abbie Heaton, group manager - personal travel consultants, at Blue Bay Travel says there is a certain buzz in a call centre.

“Call centres can be intense, sales-driven environments. While the pressure may be more intense to deliver on targets and KPIs, the earning potential can be higher too,” she explains.

Entry routes: Key routes to a role include college courses, apprenticeships or trainee roles. If you already have experience in a sales or call centre role, you may be able to side-step.

Starting salary: 

• Apprentices: around £10-15,000 per year.
• College graduates/entry level: around £25,000 per year.
   

Home-based agent

Running your own travel business from home offers flexibility and independence but it also requires self-motivation and persistence.

The remit is similar to that of a high street or call centre agent, but you work from your home, set your hours and manage your own business.

Routes to becoming a home-based travel agent:

• Start up solo: High risk, suited to those with prior travel agency experience.
• Buy a franchise: Many large agencies offer recruits the chance to run their own business with the support, training, licences, insurance and back-office systems of the parent company.
• Join an existing travel agency: Some hire home-based employees who work remotely under their branding.

Travel Counsellor, Jayne Lomax, says being a home-based agent gives her the flexibility to fit around family life.

“You have to be self-disciplined, with a drive and determination to succeed. Most weeks I probably work more than I would if I was on the high street and you need to put in the effort to make it work,” she insists.

Entry routes: Some companies require prior experience while others welcome those entirely new to travel. Many offer training academies, while others train on the job. Franchise models usually involve a set-up fee, which varies by company and package.

Starting salary: Franchise roles are commission-only, so income depends on effort and success.

• A full-time home-based worker could expect to earn around £24,000 per year
• Top performing agents can earn more than £1 million annually
• Part-time agents or those just starting out could be earning much less
   

Pros and cons of travel agent jobs