Dnata Travel’s new dynamic duo

The pair have not hesitated to immerse themselves in the business since joining. On the day of the awards, Hughes was busy meeting the small number of agents in attendance that he did not already know, while Bevan explained how he had spent the past few weeks shadowing a number of departments within both brands.

“Next I want to go out with the sales guys to stores and sit with agents and see how they use our systems,” he added.

While asserting the strength of the business, both Bevan and Hughes insisted there would be “innovation”.

Bevan, who previously worked in B2C positions at lastminute.com, Voyage Prive and more recently Spafinder Wellness, stressed the importance of digital usability for agents, and said there was no longer room for asking whether you “might” go on to mobile.
“If you want to be everywhere and you want to be accepted by all types of customers, you have to deliver it in whatever they consume, it’s not about you driving it,” said Bevan.

He added while he thought agents were probably still fairly deskbound from an online perspective, they would adapt to attract millennials and would use technology that appealed to that market.

“We’ve got to make sure we get that up to speed and I’m hoping with my B2C and e-commerce experience, we can really raise that game fast. Everyone thinks it’s wizardry but it’s not, it's all stuff that’s available. You can convert websites now in no time at all.”

Referencing his B2C background, Bevan said: “In a way, the dotcom thing has shaken the whole travel agency world up and it’s made them step up.

“The really good consortia and good independent agents are phenomenal because they’ve specialised.”

He also referenced the security the operators were able to offer agents, particularly given the landscape surrounding Package Travel Directive reforms due to come into force in July.

“That is going to put pressure on some agents [but] we are in such a good place to help them,” Bevan said. “Buy it from us; it’s all under our Atol, our licences – you don’t have to worry about it. Don’t try to do your own packaging on the side, stay above board – use our licences, use our product.”

Meanwhile, Bevan and Hughes both stressed the team mindset of the group. Hughes added: “From everyone that I’ve met, the overriding commonality is a desire to do even better.” Hughes said he was keen to help the sales team develop and Bevan agreed: “It’s music to my ears hearing how Nick feels about taking people forward – that’s how I’ve always done it.”

In terms of the senior leadership team, Bevan said: “It will be less about individuals — it’s about a team effort. We’ve got to bring everyone forward.”

Hughes said that despite 2017 being a “challenging” year, 350 new agents were now selling Travel 2 or Gold Medal. Yet he was quick to point out there were plenty more agents to attract to the business.

“We can’t rest on our laurels; we have to keep on pushing hard to maintain that status.”

One gap that Bevan is keen to plug is the lack of an e-learning programme for Gold Medal. “It has to be on the agenda,” Hughes said.

He also revealed details of next year’s peaks campaign with Travel 2 planning more than 30 campaigns and incentives between January 1 and March 31, 2018.

It might be early days for dnata’s new trade chiefs, but it is clear they are keen to roll their sleeves up and get stuck in. And with Lisa McAuley joining from Silversea in January, as managing director – tour operations, it seems there are exciting times ahead for both the operators and agents alike.

Gold Medal and Travel 2 recognised 41 agents and agencies at the annual awards, which saw 100 top-performing agents for Travel 2 and Gold Medal in attendance. From left: Doreen Hellens, Broadway Travel; Gayle Foster, HPB Travel Club; Sita Sisangia, Infinity Cruises; Fiona Newby, Andara Travel; and Caralyn Overs, Pure Destinations.