I always try to keep my business social media positive. Travel is, after all, about excitement, anticipation and joy - and that’s what I love sharing.

But behind the glossy images and dream destinations is a profession which, while it has incredible highs, can also involve a huge amount of stress, long hours and – on occasion – the odd difficult customer.

The experience that prompted me to finally speak about it publicly came in the run-up to Christmas, a busy time both professionally and personally.

I’d been recommended to a potential client by someone I already look after, which naturally comes with an expectation of mutual respect and genuine intent.

What followed was a significant amount of work on a tailor-made itinerary for a milestone birthday.

'I felt a sense of embarrassment'

This wasn’t a case of sending a brochure or pulling a price. It involved research, creativity, supplier conversations, and multiple options to ensure the trip felt truly special and personal – exactly the kind of work that demonstrates the value of using a professional travel agent.

I sent it over, confident that even if it wasn’t quite right, we’d at least have a conversation. Instead, there was silence. The proposal was seen, but there was no acknowledgement – and no response to two polite follow-ups.

That lack of communication was incredibly frustrating, and if I’m honest, hurtful. Not because the booking didn’t go ahead – that happens – but because of the absence of basic courtesy.

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I also felt a sense of embarrassment given the value I place on supplier relationships – credibility with them really matters.

In a world where the average member of the public is bombarded with adverts promoting being a travel agent in your spare time, or getting your work-life balance back by being a travel agent, I’d thought about addressing the realities of being a serious, career agent before and always held back.

I didn’t want to sound like I was complaining, and I worried it might be perceived negatively. But after seeing colleagues open up online – showing the human side of their businesses – I realised honesty can actually build understanding about what we do as a profession, not damage it.

Plus in reality, the annoyance of being ghosted and wanting to address it directly was also a factor – after all, I’m only human (as the post was intended to highlight!).

'This isn't a side hustle for me'

My intention wasn’t to moan. It was to gently educate and lift the curtain on what goes on behind the scenes. Behind every bespoke quote is unpaid work, experience built over years, and a business that relies entirely on commission.

This isn’t a side hustle for me, it’s my career. Highlighting that fact helps reinforce that we are consultants, not just order-takers. If my post encouraged even a small shift in how clients communicate with travel professionals, then it served its purpose.

Being honest about the less glamorous side of our industry isn’t about entitlement - it’s about respect, understanding and valuing the expertise that's behind every well-planned trip.

(Credit: Annika Nickson / Facebook)

Every person and every business is different, but I feel opening up about personal stories, human frustrations and boundaries on our business pages is something which gives our companies a sense of individuality and a human touch.

If that post encouraged even a handful of people to think twice before disappearing, then it did exactly what I hoped it would; show that behind every itinerary is a real person, running a real business, doing their best to create something special.

If it also made one tyre kicker think again, then all the better!

Interestingly, after deciding that continued silence meant the enquiry was no longer a good use of my time, I sent a final message politely explaining that I was happy to close the enquiry unless they wished to proceed.

Almost immediately, they came back to me. Fingers crossed, it may yet be one we get over the line after Christmas.

Annika Nickson is a Berkshire-based agent and a member of the TTG Sustainable Travel Ambassadors Class of 2023.