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TTG Top 50 Travel Agencies 2021

19 March 2021 | Live from your own home!


TTG journalist Rob Gill and Club Med’s senior key account manager Matt Stuart met the five finalists in the Top Online Agency category and heard about magazine launches, impressive Trustpilot scores and being adaptable in the face of adversity

Blue Bay Travel's Alistair Rowland with Club Med's Matt Stuart
Blue Bay Travel's Alistair Rowland with Club Med's Matt Stuart

Blue Bay Travel

About them: After starting life as a Mexico and Caribbean specialist in 2003, the OTA currently operates the Caribbean Warehouse, Tropical Warehouse and Xclusivity online brands. Blue Bay has ambitious growth targets under the leadership of new boss Alistair Rowland and is backed by Lloyds Bank’s private equity arm LDC.


How they navigated the Covid-19 crisis: Blue Bay initially furloughed around a quarter of its 100 employees with remaining staff dealing with around 5,000 clients whose holidays were affected by the first lockdown. Furloughed employees were gradually brought back during the second half of 2020 as bookings picked up. Sales staff have been kept motivated by trying to achieve the weekly “keep the lights on” target for the business.


Highlight: Being able to retain all staff members through “focused, informed decisions” and having the “adaptability and resilience” to see them through the pandemic and be ready for the eventual upturn in bookings.

Charitable Travel's Melissa Tilling with Club Med's Matt Stuart
Charitable Travel's Melissa Tilling with Club Med's Matt Stuart

Charitable Travel

About them: The pandemic did not stop Charitable Travel’s launch as a social enterprise in April 2020. The online agency has the primary purpose of fundraising for charities through selling holidays, with clients able to donate to any registered charity available on the JustGiving platform.


How they navigated the Covid-19 crisis: The crisis has held back growth, particularly in marketing and partnership development. Staff have been given the choice of working from home or the company’s co-working space; while their mental health has been supported by Weekday Wellness sessions. Bookings have inevitably been slow, but this has not stopped the launch of Charitable Travel’s own magazine and YouTube channel with a radio channel to come.


Highlight: Charitable Travel founder Melissa Tilling has been determined to continue promoting its social enterprise message – she added Covid “was not going to stop us growing”.

Guru Travel Group's Paul Salisbury
Guru Travel Group's Paul Salisbury

Guru Travel Group

About them: Set up by Paul Salisbury in 2016, this family firm specialises in selling holidays on social media, primarily through paid promotions on Facebook. Guru Travel focuses on all-inclusive resorts, such as Sandals, Club Med and Mark Warner in key destinations including the Caribbean and Indian Ocean.


How they navigated the Covid-19 crisis: Salisbury was the only one of the four-strong team not to be furloughed during the pandemic, so he used his close relationships with suppliers to help Guru’s clients who had problems getting home. Offering this high level of service has helped the company to retain 91% of bookings with only a few refunds to organise. The company has utilised a range of special offers to encourage rebooking and has worked tirelessly to ensure hotel rates have been honoured for clients.


Highlight: Helping clients stranded in Barbados by directly contacting the general manager of their hotel and then working to ensure they were able to get on a repatriation flight back to the UK.

Holidaysplease's Charles Duncombe and Richard Dixon with Club Med's Matt Stuart
Holidaysplease's Charles Duncombe and Richard Dixon with Club Med's Matt Stuart

About them: Birmingham-based agency Holidaysplease uses its website to generate online bookings and enquiries for its team of more than 100 homeworkers to pick up and then work on directly with the client. It specialises mainly in long-haul breaks, although short-haul sales have increased.


How they navigated the Covid-19 crisis: Holidaysplease chose to maintain staffing levels during the early stages of the pandemic with no redundancies or furloughing, and HQ staff were quickly switched to homeworking. The agency also resumed marketing quickly in April 2020 and business recovered in the following months – reaching 94% of the previous year’s level in July – mainly through new customers. The agency also went “above and beyond” by legally pursuing refunds for customers from a late-paying supplier.


Highlight: The agency’s decision to retain staff meant it did not receive a single negative review on Trustpilot in 2020 with 98% of reviews being five stars.

Travel Club Elite

Travel Club Elite

Travel Club Elite's Lucy Nash


About them: This business has been operating for 40 years – originally starting as a high street agency in the Birmingham suburbs before going entirely online 10 years ago as Travel Club Elite with all bookings stimulated from its website and specialising in family activity beach hotels, plus touring and adventure.


How they navigated the Covid-19 crisis: With most of the 10-strong team being furloughed at the start of the pandemic, it fell to sales manager Zoe Franklin to lead the efforts to manage refunds and rebookings for around 700 clients. Offering a high level of service has clearly paid off with a Trustpilot rating of 4.9 for the agency despite the unprecedented difficulties presented by the pandemic.


Highlight: The agency worked through the night to get one of its staff members back to the UK from her honeymoon in the Cook Islands where she was stranded for eight weeks.

Question Time with… Club Med



Club Med's Matt Stuart answers five key questions about the operator's plans for 2021.


If you would like to increase your brand awareness and connect with travel agents based in the UK & Ireland, contact us today to find out more about the range of sponsorship opportunities available.

Email matt Roclawski at or call on +44 (0)20 3714 4102.

For any other queries about the event contact Naomi Cox


In association with

Visit Florida


Attraction World
Celebrity Cruises
Club Med
easyJet Holidays
Gold Medal Travel 2
Gran Canaria
Holiday Extras
Princess Cruises
Riviera Travel
Sandals Resorts
Star Alliance
The Charitable Travel Fund
The Travel Network Group
Virgin Voyage Store
Wendy Wu Tours
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