Ben and Hugh Eddon-Carruthers opened the luxurious travel lounge on Cobham’s high street last January, having previously held client consultations at their home in Coulsdon.  

The couple was drawn to the 18th-century building because of its unique aesthetic, noting it felt more like a cozy pub than a corporate travel agency.

However, they soon found that this English cottage facade was unintentionally limiting their market.

“When we first moved here, some people would look through the window and think we were too posh,” Ben told TTG. “The shop just doesn’t look like a normal high street travel agency, so people assume it’s out of their price range.”

Though Huben Travel primarily sells high-value holidays, it had never wanted to deter clients with a more mid-range budget.

To overcome this “initial stumbling block”, Ben and Hugh have now invested heavily in biannual events. Every summer, they host a Caribbean-themed festival – complete with a steel band, rum punch and face painting.

“It’s a great way to get people through the door,” explained Ben. “As the kids are getting their faces painted, we can chat to the parents about what we do.”

This engagement happens again at Christmastime, when Huben Travel invites the community into its store for hot chocolate and Santa letter writing.

Huben Travel

“Everyone who writes a letter to Santa will receive a personal reply,” said Ben. “We post them back with a branded North Pole envelope.”

Huben Travel has since been named Winner of Best Independent of Cobham, beating out businesses that have been on the affluent high street for decades. 

Ben attributes this award, which was voted for by locals, to the strong bond they’ve built with the community over the past 18 months.

“I really do think it's because of the hosted evenings, and we really put effort into the events we do,” he said. “We're very lucky to have been taken under the Cobham wing so quickly.”

When asked on how Huben Travel has been impacted by the industry’s recent challenges, Ben said they have embraced a “proactive” approach to any setbacks.

“To be honest, we’re doing really well, because if there’s an issue we’re jumping right on it.”

Huben Travel

He highlighted this problem-solving attitude in one of Huben Travel’s most recent bookings, which saw a client’s return flight cancelled due to the September air traffic control disruptions.

Though Ben had sold the trip through Lusso, he decided to take initiative and reserve Eurostar tickets for the customers – an elderly woman and her daughter – from Lille to the UK instead.

“We knew the operator would be snowed under with all these cancellations and changes, so we just agreed: ‘Let’s nab those tickets’,” Ben said. “We knew we’d get the money back from British Airways so we slapped it on the credit card. The client was so grateful that we just reached out and said, ‘Right, this is the plan.’”

Ben also links this practical mindset to his 11-year-long career in the West End, where he worked as a stage manager for the Royal Shakespeare Company.

“I think the agility comes from my background, because you have to be a problem solver working in the theatre industry,” he explained. “Challenges like this actually don’t give me fatigue, they make me thrive.”