Judges said: "In a category full of exceptional care and first-class service, Lydia's story epitomises everything an outstanding travel agent should provide. When her client's wife suffered a stroke on holiday in Rhodes, Lydia's empathy and expertise was a constant source of support when her customers needed it most. With regular communication, repatriation arrangements handled and insurance and refund claims managed, Lydia's attention to detail was exemplary, alongside her unwavering compassion doing all she could during a highly distressing situation."

Judges said: "The team at Travelmax embody everything this award is about and the range of different types of community initiatives they have done over the past year speaks to the values and deep-rooted community spirit the agency's staff live by. Whether it's opening up their store as a safe waiting space for local school children, donating more than £10,000 in holiday vouchers to support a fundraising fashion show in Ballymena, or gifting a homeless mission soup and hot water dispensers, the team are constantly going above and beyond to make a difference."

Judges said: "Ann is the Unsung Hero any business would be thrilled to have. Her ability to turn her hand to master new skills and share those expertise to benefit her colleagues is hugely impressive and coupled with a calm, unfailingly positive attitude makes for a winning formula. Having been a part of MagicBreaks for nearly a decade, her progression across the company speaks volumes, with staff fittingly describing her as 'the glue that holds everything together.'" 

Judges said: "Vicky is a true trailblazer who has used her personal experience to drive greater understanding for disabled travellers and customers and create real change. From sharing learnings and advice with colleagues during an on-stage session at Barrhead's company conference last year, she has helped establish a dedicated Accessibility Working Group to increase accessible travel training for staff, open up meaningful engagement with suppliers around accessibility standards and create new company-wide service protocols when engaging with customers."

"One of UK travel’s most respected leaders, Alistair lives and breathes retail. After almost a decade with Midcounties Co-operative, he has since gone on to lead Blue Bay Travel to impressive growth and exciting expansion. He recently stepped down as chair of Abta and during his tenure helped steer the association and wider sector through one of the most difficult periods in its history. Throughout that time he has always remained a passionate champion of the value and expertise of travel agents."

Judges said: "Growing its business by a hugely impressive amount this year, The Travel Store Newport’s examples of customer service were truly inspiring. A three-time “High Street Hero” winner, the agency’s deep community roots are clear from the success of its rapidly growing annual travel shows, with the latest, in January, attracting a staggering 900 visitors. Noting an enviable repeat booking rate, the judges were particularly impressed by the agency’s new “Hosted by us” group tours, which offer vital companionship for solo travellers, as well as its “We are Travel” campaign championing human expertise over AI. From sustainable, energy-efficient store renovations to high-stakes crisis management, this agency balances commercial scale with a deeply personal ethos."

Judges said: "A cornerstone of the Hinckley community for 21 years, the team at Holiday Lounge combines significant commercial scale with a warm “family” way of doing business. Judges were impressed by the branch’s legendary hospitality – from “Fizz Fridays” in their newly refurbished store to hosting more than 100 clients at the races. Their commitment to giving back is impressive, raising more than £10,000 at charity balls for local neonatal units. With a new weddings department and a proactive focus on nurturing talent through apprenticeships, Holiday Lounge perfectly balances tradition with forward-thinking growth."

Judges said: "With more than 150 years of combined experience, this team has transformed from working together at Thomas Cook in the town to a powerhouse Millington Travel branch. Reaching profit targets despite a challenging year of cancellations, the agency excels in concierge-level care. Whether successfully managing a complex high-value inbound US booking, or personally escorting a vulnerable client to their departure, the team’s dedication is palpable. Innovation shines through with incredible growth in touring sales and a great sustainability focus – producing just one bag of non-recyclable waste every six weeks. The branch’s support for the African Village Dream charity further cements its status as a truly caring business."

Judges said: "A powerhouse amongst the Hays network, and amongst the brands within its own out-of-town home, the team at Hays Travel Teesside Park make a point of standing out. Whether through the sheer size of their store, its huge wall-to-wall interactive screen, exciting and entertaining customers of all ages, or the team’s unique marketing – which one such campaign featuring a surfboard-carrying Santa encouraging shoppers to book their holidays at Hays, drawing huge crowds. The team is always innovating and utilising a strong relationship with their retail park community. They offer excellent service and real care too, undertaking a Ninja Warrior charity challenge and offering work experience opportunities to underprivileged young people.”

Judges said: "Boasting well over 300 years of industry experience, the team at Dawson & Sanderson’s Newcastle branch offers a comprehensive one-stop shop for all types of holiday needs. Achieving an award-winning Feefo service rating, this agency utilises its bustling city centre location to promote its expertise with creative customer events, while also producing a new series of engaging social media videos to explain why booking with a travel agent is the smart choice. Replacing traditional paper window offer cards with wipe-clean reusable alternatives has proven a sustainability-driven success and staff accessible travel training has helped strengthen the team’s focus on inclusivity, adding to its exceptional service.”

Judges said: "Seaside Travel’s original branch, the ‘OGs’ of Easington have been busy with a number of exciting initiatives during the judging period - including a partnership with Hartlepool College to offer the next generation of travel agents valuable hands-on experience. They have also rolled out a new website for increased brand recognition and kick-started a loyalty scheme for staff and shoppers at local supermarkets. With their “uniquely cheeky” way of doing business, the team foster a strong bond between themselves and customers alike, while investment in workplace first aid training and more environmentally-friendly stationary products are further evidence of a forward-thinking travel agency always looking to improve.”

Judges said: "With more than 65 years on the high street, The Travel Village is a Blackpool institution. The agency's hugely impressive repeat rate - 70% of bookings have been made by clients returning for two or more trips - is a testament to its standing within the community. Upping its game even further in 2025, the agency has trained its entire team on dynamic packaging to boost customer personalisation and craft the perfect holiday. The team has also began running day trips for well-deserving clients as a thank you. Meanwhile, agent Caitlyn's expertise as a TTG Sustainable Travel Ambassador has been put to good use, while accessibility has also been an important focus, with a fully adapted ground-floor toilet and a ramp installed."

Judges said: "Cumbria Travel, Whitehaven impressed with its exemplary service, strong commercial performance and investment in people. With a strong family market, the store’s year-on-year growth with Orlando sales stood out as a business triumph – however, it was the genuine care for their customers that really shone through, from intuitive service for a deaf client to out-of-hours social media support. Their dedication to giving back to the community was evident with its moving 'Travel Agent with a Heart' campaign, along with raising money for local charities. The agency also supports its staff through the championing of apprentices and weekly training sessions – with a growth in confidence in promoting responsible travel."

Judges said: "Designer Travel in Ramsbottom has firmly established itself as a cornerstone of the community. An updated shop window strategy featuring new aspirational hangar displays and digital screens has inspired locals and boosted footfall. Beyond its focus on community presence, the shop boasts a knowledgeable team with more than 150 years of combined industry experience, driving an impressive surge in cruise sales and touring and adventure bookings. With personalised 24/7 support, above-and-beyond holiday arrangements (think dining on Table Mountain's summit) and strong sustainability principles that inform every recommendation, this is a team that delivers nothing short of a five-star service."

Judges said: "Travelmax has enjoyed a year of record turnover, impressive community engagement and exciting expansion through the launch of new homeworking division. The agency has also added a new Travelmax Sports brand, while social media views on its channel have reached more than 6 million views. A team with more than 180 years of industry experience, they have also introduced flexible video consultations, allowing clients to plan holidays from home. Judges were hugely impressed by Travelmax’s approach to inclusivity, with a fully accessible entrance and customer toilet in their branch. Community and family is at this agency’s heart, with a dedicated kids’ corner featuring a handmade play airport and non-stop support for good causes.”

Judges said: "Having only been opened less than two years, Barrhead Travel Newtownabbey has already proven itself as a top player in Northern Ireland's agent community. Judges were impressed by their seamless handling of bookings affected by Storm Eowyn, as well as attention to clients with disabilities - with one family, anxious to travel with their four-year-old child with special needs, so impressed with the service they received they have declared themselves ‘customers for life’. The team are also effectively utilising TikTok to promote themselves." 

Judges said: "As the newest addition to the Oasis Travel family, it’s clear the Royal Hillsborough team has already built up a strong rapport with clients (one customer has even invited one of the team to come to her wedding!) Having taken ownership of the Oasis Travel TikTok account, the team has grown Oasis’s following to over 18,000 (from under 100 followers previously). The store has also acted as the pilot branch for the Oasis Travel app providing customers with instant access to itineraries and documentation. The team also have been active in their local community from speaking at the local primary school to fundraising for, and volunteering at, local charities.”

Judges said: “Magic Vacations’ eight-strong team continue to delight their customers with long-term repeat bookers regularly receiving upgrades while the new Magic Monday programme picks and rewards a random booking with freebies from private transfers to champagne on arrival. A focus on social media, including a new TikTok channel, targets customers across Ireland with deals and the destination information that guarantees speedy bookings. Training is constant but focused to ensure staff are experts in the latest travel trends, while the relationships they have nurtured with key suppliers guarantees customers always feel the magic on holiday, no matter how complex their needs or unexpected the problem.”

Judges said: “The 15 staff at this 20-year-old business boast nearly 300 years of experience between them and use it to book customers the best breaks at this eye-catching shop. The team always aim to book properties they have personally inspected when possible while KT Travel’s social media accounts share their own videos and in-resort reviews of some of their most popular properties to highlight their first-hand expertise and knowledge to customers. Staff actively give customers the most sustainable options to ensure everyone benefits from their trips while they are firmly rooted in the community through the donations and prize giveaways they make to local charities.”

Judges said: “With brand-new premises, Marble City’s 21-strong team now have the space and ambience to match their copious knowledge when it comes to selling each and every customer the perfect, individual getaway. Collaborations with credible influencers allow the agency to target the right people with the most enticing content, while social media channels allow them to share important resort news and handle customer queries in a personalised fashion. Every trip is monitored to ensure the best service is delivered from the moment the booking is made, including reserving the best experiences and restaurants and online check-ins to welcome home calls and gifts on return.”

Judges said: "A new luxury lounge with a bar, soothing playlist and VR headsets has been a game changer for The Good Travel Co. in Ayr, both relaxing the booking process and enabling the agency to host successful events. A concierge role is also new, offering five-star service. The team excelled last year by finding last minute accommodation for a school party with a flight cancellation and gifting a surprise Bangkok tour to an elderly couple with a long layover. Staff have also been learning how to better support clients with accessibility needs and encourage more awareness of environmental impact while travelling, aligning with the agency's "We Are Good" ethos. Judges commended how nearby shops were invited to share in a customer service training day."

Judges said: "This past year has been the best on record for Barrheard Travel in Aberdeen - a major driver of which has been the store's events, with manager Lisa securing budget in a Dragon’s Den-style company competition to host a three-day cruise and Canada-focused event. Long hours were put in long hours after Scotland’s World Cup qualification to swiftly reserve US flights then handle multiple bookings. An emergency repatriation meanwhile showcased the agency’s crisis management skills. A strong Trustpilot score shows their customers’ appreciation."

Judges said: "Thorne Travel has not stopped still in the past year, with plenty of innovation. Implementing an AI admin system has been a success and freed up more creative time for staff, while the team have been working with TikTok micro-influencers on campaigns and also run a busy holiday show. A major coup has been working with a new local radio station to become their go-to authority on travel advice and offer listeners competitions. The team has shown its care and compassion, including supporting clients after a sudden family bereaved will travelling with Thorne on an escorted cruise."

Judges said: “The ‘let’s make the impossible possible’ attitude of the agency was a really impressive part of their customer service. One client, who’d recently had both legs amputated, feared he’d never travel again and the team helped him find the confidence to do so. Another client was ready to ditch an Easter Island booking over an administrative hurdle, which the agents resolved by liaising with the consulate. Client events both in-store and in a nearby hotel delivered impressive results, while the innovative step of advertising on the Wightlink ferry service to the mainland helped attract new customers. Last year the team raised more than £3,000 for the local Mountbatten Hospice, and they always highlight the green credentials of hotels booked with easyJet Holidays and Jet2holidays.”

Judges said: “In the history of Fred Olsen Travel, this Kent branch is the first shop to achieve two million in sales in its first year of trading. Since opening on Tonbridge’s high street in November 2024, the team have involved themselves with local organisations and events, including Tonbridge Pride and Tonbridge Community Fete. Last year the team stepped up to help former Baldwins Travel clients affected by that agency’s closure, many of whom repaid the support with new bookings. Manager Bettina blends her passion for ParkRun with booking holidays for runners keen to tick off overseas ParkRuns, while bespoke touches, including a toy box to entertain clients’ children and a lending library of travel guide books, also stood out.”

Judges said: “After a challenging year in 2024, Hays Travel Romsey has enjoyed a roaring past 12 months, welcoming back inspirational manager Natasha Elliott on her return from maternity leave. Efforts to rebuild the agency's team have more than paid off with impressive growth and a renewed workplace culture, offering a flexible and supportive environment. Exceptional customer service has been a constant, including one notable situation whereby a solo traveller fell and broke his hip in Lanzarote, with the Hays team arranging for insurance forms to be sent by courier to his hospital, due to a lack of internt acesss. Meanwhile, sponsoring dry robes for a local under-sevens football team led to more multi-generational bookings, and raising money for Romsey-based charity Alfie’s Wish helped embed the agency in the local community.”

Judges said: "Providing outstanding support to their clients, the team at Butterfly Travel can handle any unforeseen problem - including leaping into action to reunite a client with their lost travel documents. Staff spirit and wellbeing is strong, with owner Felicity giving the team a week off over Christmas, picking up any slack herself, while staff get away on annual training trips and enjoy spa days. Butterfly has also made excellent progress this past year, growing their email database and Facebook following, while also growing its long-haul business. Customer events promoting exclusive group departures have paid dividends, as have personalised postcard drops and email campaigns."

Judges said: "Howard Travel are well set to leap forward in 2026. The experienced team have a new uniform, the business new branding and a full refurb is pencilled in. Knowledge and expertise are in abundance here, with bespoke maps with travel distances helping put clients' minds at ease, as do city guides and train schedules. They even worked with a hotel to ensure one G&T-loving couple’s minibar was stocked with their favourite tipple. Saturday breakfasts keep up team morale, while rewards and incentives are shared out equally. Pop by to have a go on their retro Pac-Man table and expect a warm welcome from part-time office dog, Missy."

Judges said: "Travel by Hannah had a highly successful fifth anniversary year. The agency held a big Christmas bash in the town hall for 300 clients and supplier partners. Other 2025 highlights included joining industry assocation Aito, gaining Elite Agency Recognition from Latin Routes and seeing consultant Lily graduate as a TTG Sustainable Travel Ambassador. QR codes in the window allow passers-by to check the agency’s latest deals in a flash, while a new cruise search built into the website has helped the team sharpen their focus on the sector. Look out for Reg Reviews from Hannah and partner Billy’s little Reggie on Facebook for family travel tips from the infant perspective!" 

Judges said: "Despite only opening its doors three years ago, Sam Smith Travel in Pontyclun is already performing at levels much more established agencies would be thrilled by. Whether it’s helping arrange the local WI group’s cruise plans, or a savvy partnership with a nearby health club during the January rush for both businesses - the team never misses a beat. Customer service is at the heart of it all, with once standout example of how manager Beth regularly visited a client hospitalised with pneumonia. After a colleague at sister agency Ocky White Travel completed TTG's Sustainable Travel Ambassadors programme, the team has been using her knowledge to run their own shop more sustainably.”

Judges said: "Open since 1964, Delmar World hit new heights in 2025 after a thorough review of its processes and systems. Using those learnings, the team have made improvements and established a company handbook, 'The Delmar Way' to guide strategy. From kicking off the year with a hugely popular travel show, to building a bespoke data system from scratch and rolling out a fresh staff bonus structure, Delmar has left no stone unturned in its strive for greatness. The team has also made strides around sustainability, creating a list of responsible travel suppliers to suggest to clients and producing guidance to help customers grow their awareness of how to holiday more responsibly."

Judges said: "The tight-knit and supportive team culture at Porthcawl Travel is hugely evident with a team of five sharing nearly a century of combined experience, their expertise shines through time and again. They particularly thrive in a crisis; just look at how a seemingly doomed hen-do was saved at the 11th hour by securing a new hotel in Albufeira with just a few days to go and the lengths the team went to help a visually-impaired client who wanted to travel to see the Galapagos on a cruise ship – as a solo traveller. Judges were impressed by the team's sheer dedication and drive to help each other, pulling late shifts at their desks ensuring no client is dissatisfied. This is a team that gets the job done - and always goes the extra mile."

Judges said: “Since opening in 2023, Cotton Travel has quickly built an impressive, loyal following, thanks to its focus on impeccable customer service and generously supporting the community, charities, local sports clubs and travel students at the nearby college. Nothing is too much trouble for this enthusiastic team, whether it’s looking after a client’s fish as they enjoy a 106-day cruise, sharing expert advice on travelling more responsibly or offering a concierge service via Whatsapp while customers are abroad. Investing in the team’s development is a priority, and this close-knit team of 12 enjoy regular, focused training. They offer a customer loyalty scheme and frequently host popular events, from themed coffee mornings to holiday shows.”

Judges said: “This busy and friendly agency is located in the heart of the bustling White Rose Shopping Centre and the team of 16 have built a reputation as the go-to store for any type of holiday. Consistently high standards of service and excellent knowledge results in glowing customer reviews. And they always aim to add a personal touch, such as creating a special letter from Santa for a child visiting Lapland after recovering from a serious illness. The team maximise their clever marketing ideas, support local charities and confidently advise clients on how to make their trip more sustainable."

Judges said: “Spa Travel celebrated its 45th anniversary last year, with an exceptionally well-attended travel show. Clients visiting this stylish store normally leave feeling like friends, and enjoy expertly tailored itineraries, support with visa applications and hand-delivered tickets. The thoughtful team also frequently send gifts to thank customers for special bookings and even write their luggage labels. Holidaymakers can join the team on popular hosted tours to destinations including Uzbekistan and Lapland. Any crisis – such as cancelled flights or rooms – are swiftly addressed, normally before a client is even aware of a problem.”

Judges said: "Designer Travel keeps finding new ways to excel. The agency's Fab Bank, which pools all shared data and knowledge, has become a fully-fledged, searchable system drawing from the agency's blogs and reviews. Over the past year, Designer hosted its first conference and in-person holiday show, negotiated benefits for clients at more than 50 of its most popular hotels and won three awards at Best Workplaces in Travel. New bespoke care, share and plan training events are driving growth for participants. Elsewhere, the agency's savvy traveller policy is educating customers on the value of booking with agents, while a new Loved Again initiative is giving pre-loved items a new lease of life and raising money for charity."

Judges said: "Travel Counsellors continues to put the latest tech at its agents’ disposal. More than 80% have adopted new AI assistant TC Co-Pilot,  three-quarters are using a new interactive quotation tool and a new brand hub provides TCs with reels they can quickly customise and push out on their socials. The agency brought in Sara Davies MBE to host a series of masterclasses, with more than 1,000 TCs taking part. The 2025 Travel Counsellors conference was its most inclusive yet introducing sunflower lanyards and a buddy system. Further support came from a new menopause group and another for male mental health."

Judges said: "New AI capabilities are allowing Not Just Travel’s consultants to spend more time than ever doing what they do best - selling. Some 250 agents took part in a new 14-week bootcamp covering lead generation, conversion and service. The agency also ring-fences budget for agents to pursue accreditations to help them become more rounded professionals. Culture was another big focus for Not Just Travel in the past year, as the group held its first AGM, refreshed its people strategy and recruited its first chief of staff. In addition, a new travel consultant forum is giving agents a more direct say in shaping these strategies."

Judges said: "A new AI-powered assistant, 12-week new-to-travel programme and online support system ensured 2025 was a transformative year for Independent Travel Experts, one that has put the group on a path to further impressive growth - and almost doubled its cohort of homeworkers. ITE Assistant puts a vast resource and first-party data at agents disposal, including the latest Foreign Office advice and operational updates. Meanwhile, a new Dragons Den-style initiative allows agents to pitch for funding to support innovative marketing plans. The group has also helped several agents make the jump into physical premises over the past year."

Judges said: "A new ‘Power up to Peaks’ pilot initiative has yielded incredible results for The Personal Travel Agents at Your Co-op Travel, with PTAs completing modules covering self-motivation, marketing and social media. Elsewhere, a new email platform offering better segmentation has boosted open rates while a new more mobile-friendly marketing portal with ready-to-use content like campaigns, videos and supplier assets has increased engagement. In addition, a new forex deal has allowed the group to launch a travel money service. Wednesday Walks, meanwhile, remain a cornerstone of the PTAs’ collective commitment wellbeing, along with coaching sessions and check-ins."

Judges said: "Hays homeworkers have enjoyed plenty of benefits this past year and now have dedicated landing pages on the Hays website. Clients are now also able to send enquiries directly to their consultant through the website. The addition of a dedicated marketing manager allows Hays to offer more one-to-ones to help agents develop personalised plans. A "home but never alone" ethos is reinforced by a team of business development coaches boasting nearly 600 years' experience. More non-work virtual get-togethers, coffee mornings and quizzes help keep spirits up, while meditation sessions and ‘menopause mingles’ ensure a focus on wellbeing."

Judges said: “The Holiday Village has masterfully balanced its 65-year parent company legacy with modern innovation. By maintaining a ratio of 62 support staff to 78 business owners, the agency provides a strong support system for its agents - including a dedicated Emergency Response Team. This past year, the Holiday Village introduced a dedicated product marketing team to help agents focus on higher margins, while each homeworker has been given access to their own analytics dashboard. A move to a new Travel Village Group head office allowed the team to modernise its HQ space and regular "day in the life" experiences invite home-based agents to spend time and share experiences with head office staff. A sustainability steering group is also helping to foster togetherness and colloboration."

Judges said: “The past year has been one growth and tech investment for Personal Travel Consultants in Partnership with Blue Bay Travel. With impressive financial performance, the agency has seen average booking values climb, supported by a surge in cruise revenue. A new tiered bonus scheme - introduced following agent feedback - has significantly boosted earning potential, while a rollout of enhanced agent landing pages with integrated bookable functionality and expanded dashboard functionalities, have also helped support agents. A major milestone in 2025 was the agency's first VIP Top Sellers’ trip, held in Antigua and the team continue to support a local mental health charity, raising more £11,000."

Judges said: “Celebrating its fifth anniversary, Travelosophers has achieved an outstanding growth in turnover by successfully pivoting toward high-value touring and cruise bookings. The agency has empowered its 60-strong agent network with a bespoke CRM quoting system, allowing agents to embed personalised videos, while the implementation of AI tools have helped to promote more cruise and touring and adventure products. Beyond technology, the agency’s Leaders Lab fosters a collaborative culture of improvement, while its commitment to responsible travel is growing too - with one of its homeworkers enrolled on the TTG Sustainable Travel Ambassadors programme. Travelosophers balances balances cutting-edge tools with an empathetic support for its growing homeworker community.”

Judges said: "GoCruise & Travel has undergone an impressive transformation in the past year, modernising with a new British Franchise Association Franchise manual and an upgraded training academy. By integrating high-profile brand ambassadors - BBC’s Race Across the World winners Cathie and Trish - the agency has significantly raised its consumer profile, contributing to an impressive growth in turnover. Judges were particularly struck by the self-service marketing platform, which enables homeworkers to create promotional designs under the company’s brand guidelines  Coupled with a strong commitment to franchisee wellbeing and a focus on raising funds to support franchisee local communities, the agency remains a “small but mighty” team."

Judges said: “Since its launch in August 2025, Seaside At Home has enjoyed rapid growth, expanding from a single consultant to a team of more than 50. This new kid on the block has already demonstrated impressive sales performance, driven by an unwavering commitment to customer support. Social media is at the core of the team's marketing, with a Facebook booster scheme that rewards high-performing agents with increased social media spend. A new Seaside At Home Hub keeps homeworkers updated with the latest news and campaigns and the appointment of the group's first business development manager has offered extra support, helping this burgeoning homeworking group to create an already successful community.”

Judges said: "Brilliant Travel has reached a historic milestone this year, securing its own dedicated Abta number - a move that underscores its impressive evolution as part of Barrhead Travel Group. The launch of a personalised website platform for every member, complete with SEO training and AI integration, has already delivered high-value bookings and boosted visibility. Big enhancements to Brilliant's CRM has also paid dividends, while the team fosters a culture of peer-to-peer expertise for colleagues to support and learn. From weekly interactive webinars, to expanded in-person "DMC Days" with a wide range of global suppliers. A team representative also sits on Barrhead's recently formed accessible travel working group, with Brilliant creating a dedicated area on its internal intranet hub for accessible travel."

Judges said: “Celebrating 20 years of expertise, Iglu Cruise distinguishes itself as Europe’s largest online cruise agent, recently joining Flight Centre Travel Group in a milestone deal. The company’s level of investment in cutting-edge technology to support the customer journey, from an AI-powered knowledge bot to a shortlisting ‘Wish List’ feature, is impressive. From resolving complex mobility equipment disputes to handling sensitive mid-voyage crises, Iglu’s 120-strong expert team provides top-level service, bolstered by continuous crisis response drills. Combining record profits and extraordinary customer satisfaction rates with a move to low-carbon offices, Iglu Cruise sets a gold standard for the industry.”

Judges said: “After redefining its cruise strategy, Hays Travel is now on track for ocean cruise to account for one-third of its overall travel sales by the end of 2027. The agency’s commitment to the sector is demonstrated by mandatory Clia Ambassador qualifications for new starters, a first full ship charter and a national trial to ensure every customer who visits a Hays branch is offered a cruise holiday option. With a bold pledge to achieve net-zero carbon emissions by 2030, Hays Travel combines massive scale with personalised care, exemplified by the exceptional service of the agent who managed a complex 18-cabin group booking to reunite a family split between England and America onboard a cruise ship.”

Judges said: “With the mantra "nothing is too much trouble," Panache Cruises has rapidly become a major player in luxury cruise retail. A high-touch "cruise connoisseur" model for its staff, backed by the appointment of a first head of customer experience, has helped maintain a 4.9 Trustpilot rating. Panache’s bespoke "Founders" loyalty programme has doubled in size, while the launch of Panache Expeditions was built on a price-match promise and with the clout of high-profile speakers. From funding personal coaching for a staff member training for a marathon to earning a Net Zero Business Accreditation from Chorley Council, Panache balances global expansion with a people-first culture."

Judges said: “Celebrating its 30th anniversary, ROL Cruise stands out as one of the industry's best cruise specialists, underpinned by a unique Employee Ownership Trust model. Team culture is undoubtedly strong, which in turn, inspires brilliant service and an enviable repeat booking rate amongst its loyal clients. In 2025, ROL appointed Olympic legend Sally Gunnell OBE as an ambassador, with a campaign spanning social, live events and TV to reach new audiences, as well as launching the MyROL app to enhance the guest journey. In tandem with record-breaking growth, ROL also demonstrated its passion for giving back, donating a staggering £120,000 to charity."

Judges said: “Barrhead continues to achieve hugely impressive results for ocean cruise combining its network of passionate Cruise Champion" agents with extensive Cruise Training Academy support to empower staff to deliver expert advice. From an innovative Virgin Voyages experiential marketing campaign reaching more than a million people, to the store manager who personally stored a client's wheelchair to ensure her holiday could proceed, Barrhead combines large-scale ambition with personal care. Its commitment to the community is equally impressive, with staff raising thousands for good causes while the business advocates for the industry at government level over Scotland’s proposed cruise tax.”

Judges said: "In what was a milestone year for Blue Bay, the agency enjoyed impressive commercial growth, driven by innovations such as new AI technology which converts auto-quotes at a higher rate than typical web leads, and a clever WhatsApp initiative resolving hiccups in-resort quickly, so reducing complaints. We were impressed by very strategic product expansion, with a new focus on cruise and an exciting foray into Zanzibar. Blue Bay's customer care is exceptional, reflected in a stellar Trustpilot score, while internally, the agency boasts an industry-leading retention rate in its call centre. A standout agency doing as much to look after its own people as it does its customers."

Judges said: "Iglu.com impressed with a strong year of commercial success, demonstrating a significant lift in turnover, and average booking values also rising thanks to a greater focus on luxury and premium cruises. Already reaping the benefits of joining the Flight Centre Group last year, there's an exciting new strategy using AI to really understand customer sentiment, but despite technological innovations, it's the expertise and customer care of the contact centre that continues to keep it personal, and leads to outstanding results across a range of customer satisfaction metrics."

Judges said: "Loveholidays celebrated a spectacular year, with colossal revenue growth, a meteoric uptick in customer NPS score, and technological innovations. We loved the smart tie-up with Uber, to assist customers if a transfer doesn't turn up, and a new app enabling customers to quickly share photos in-resort of any problems. It was also impressive to see how laser-focussed the brand is on understanding what really matters to their customers, and responding to it. Behind the scenes, loveholidays was one of the few finalists to have measured its carbon footprint, and also introduced a stand-out array of new workplace initiatives championing diversity and opportunity across the business."

Judges said: "Magic Breaks truly shines when it comes to crafting special family trips such as Disney breaks, and the team often goes above and beyond with lovely personal touches like "reveal" packages and Christmas Eve packs. Building on this deep customer trust, the agency is now working hard to widen its product range and expertise - including an impressive exclusive partnership with Centre Parcs Europe. Alongside impressive commercial growth, this agency provides a supportive workplace and always finds time to give back to good causes."

Judges said: "Venture Travel has a deceptively simple set-up, operating without a traditional website, and instead utilising Facebook to generate leads before converting them by phone. The team pride themselves on delivering the warm, personal customer service customers might typically expect from a high street travel agency but online or on the phone, which has earned them very impressive client reviews. It's clear to see a suportive culture within the business, driven by a close-knit team. This is also an agency on a strong growth trajectory with considerable expansion, setting the company up for even greater future success."

Judges said: "Panache aims to become the world's largest retailer of luxury cruises by 2030, and as evidenced by the agency's past year, the team are well on their way. With a fifth of sales coming from river cruise bookings, each treated with equal level of care and attention. In the last 12 months, Panache has introduced new client events, VIP previews and expanded its founder-hosted cruises, while appointing a head of customer experience to keep service standards high. It's no wonder nearly three quarters of first-time river cruise customers booking a second sailing. Panache also puts employee satisfaction front and centre - surveying staff happiness weekly."

Judges said: "RiverCruising.co.uk delivers truly exceptional care, reflected in the team's eleventh consecutive Platinum Feefo award. The Travel Village Group brand goes above and beyond with a newly introduced River Cruise Concierge, offering expert pre-departure support and crisis management. Impressive year-on-year growth has been driven by exclusive sailings hosted by CEO Phil Nuttall and TV's Laurence Llewelyn Bowen, while the introduction of a yearly River Cruise Academy to the group's homeworkers has helped drive a greater awareness for river cruising within the company."

Judges said: "Despite only launching in 2023, Art of Travel has rapidly established itself as a leading river cruise specialist. The agency’s remote-first working model, supported by weekly in-person collaboration days, showcases a forward-thinking and flexible working culture. The agency boasts a top-level Feefo rating and their service shines through with 24/7 WhatsApp support and meticulous pre-departure care. By introducing a dedicated marketing role, the company has been able to reach new audiences, showcases the variety of river cruise experiences, demystifiing the sector and highlight its expertise."

Judges said: "Barrhead has proven the value of serious investment in specialist knowledge, as the agency enjoyed sizeable growth in its river business over the past 12 months. Its success has been accelerated with a dedicated business development manager for river cruise, River Champions throughout its retail network and more river training modules offered by its Cruise Academy. All supported by an extensive fam trip programme, while intimate VIP store events and a move to differentiate its product through a number of exclusive charter sailings has also paid dividends."

Judges said: "Demonstrating incredible scale and ambition, Hays achieved a highly impressive rise in river cruise revenue in the past year. This was driven by a huge drive on specialist training, with the agency upskilling more than 2,000 consultants through nationwide roadshows and launching an inaugural Conference on the River charter for 140 agents. Customer care also remains paramount, reflected in the company's UK Customer Satisfaction Index ranking and development of a new app to streamline the customer journey and offer increased flexibility."

Judges said: “Iglu Ski has raised the bar in the past 12 months with a number of major innovations and investments. A move to a new office in Wimbledon has energised staff and fostered greater team togetherness, while Iglu has also partnered with no less than 20 new brands to provide exclusive perks to customers. There has also been expansion in North America with a new stream of hotels and the trial of an online chat solution to offer customers more communication channels day and night. Iglu’s strong focus on inclusivity and making skiing more accessible also shone through, such as its partnership with Disability Snowsport UK to train staff.”

Judges said: “Founded in 2010 by a former TV exec, the agency has ‘SNO-balled’ into one of the UK’s highest-rated ski specialists. The past year has seen SNO substantially grow its social media following – more than doubling its Instagram audience through a combination of fun and inspirational videos shot by its team in resort and intermittent deals. The agency has also increased its use of AI to help update its digital customer guides and built out its dynamic packaging offering - more than tripling its amount of accommodation. The team have also been 
Working to help clients amidst the cost-of-living squeeze to find more affordable alternatives in their favourite alpine destinations.”

Judges said: “Hays described the past year as ‘transformative' for its touring and adventure offering. The commercial team was restructured to give dedicated strategic attention to touring, a specialist sales team was launched and Touring and Adventure Ambassadors were introduced across the retail, homeworking and tour operation teams. To inspire customers, the agency released the ninth edition of its Best of Touring brochure, ran successful competitions and hosted in-store and external events. Partnerships with social media influencers and TV adverts including touring holidays were also particularly successful."

Judges said: “A huge focus on touring and adventure has seen Designer’s sales soar. Specialist touring and adventure suppliers starred in the agency’s first holiday show for customers and in its Designer Fest event for agents, and clients joined exclusive escorted tours. Wowing customers is part of every booking for this passionate team, from ensuring a Star Wars fan could visit filming locations outside of their tour in Morocco, to adopting a rhino as a birthday present for a child on a family safari. Designer has invested heavily in social media and utilises customer’s videos and images in marketing and helping customers travel more sustainably is also a huge priority."

Judges said: “Since launching its touring and adventure division in 2024, Barrhead has seen incredible growth. A dedicated steering group now meets monthly and there is a constantly expanding team of passionate touring and adventure ambassadors. The team dedicated more than 1,100 hours to training in 2025, which helped them curate incredibly personal trips that captured each client’s interests, all presented in highly engaging quotes thanks to new software. Customers were inspired with the agency’s first touring and adventure showcase at Chester Racecourse and a series of popular in-store Canada-themed events, and the agency also released its best-ever performing touring and adventure magazine." 

Judges said: “Premier Travel wholeheartedly embraces touring and adventure holidays, with impressive and varied training for staff, a dedicated touring champion in each of the agency’s branches and a range of in-branch events. Clients enjoy tailor-made touring and adventure experiences that excite and inspire, and proactive support further ensures they feel valued and that their trip runs smoothly. This results in top feedback scores and has seen Premier's share of touring and adventure business rise significantly year-on-year."

Judges said: “The Travel Chaps team has developed a reputation as experts in carefully curated luxury safaris, expeditions and small-group tours, which the team proudly say are “rooted in authenticity, sustainability and storytelling.” In 2025 they celebrated their strongest year yet for the sector, which included many complex itineraries. The team enhanced their client service, and highlights for customers include 24/7 support, in-destination check-ins and pre-flight meetings, as well as a generous referral scheme and random acts of kindness, such as complimentary airport lounges."

Judges said: "Travel Chaps had a transformational year in 2025, with the opening of a store in Lincoln and taking on four additional team members. Weddings and honeymoons make up an important portion of business, with a dedicated in-store Honeymoon Suite delivering a high-end consultation experience. Meanwhile, an enviable repeat and referral rate highlights the team’s trusted expertise. Standout service is a Travel Chaps hallmark, from resolving a safari crisis within the hour to arranging a bespoke India and Mauritius itinerary featuring the couple’s wedding champagne. Beyond an impressive average booking value, the agency champions inclusivity by sponsoring local LGBTQ+ sports clubs."

Judges said: "Thorne Travel puts clients at the heart of it service - assigning a dedicated expert to every weddings and honeymoons couple from start to finish. The agency went above and beyond to arrange a live video link and home celebration for a grandmother unable to attend a wedding ceremony in Santorini. Innovation comes naturally, from using QR codes at wedding shows to expert radio slots discussing travel. Beyond a notable year-on-year growth in wedding and honeymoon business, Thorne ensures its 21-strong team travel on regular fam trips and undertake specialist product training to hone knowledge and expertise."

Judges said: "Celebrating 20 years of specialist weddings and honeymoons service, Perfect Weddings Abroad has shown plenty of innovation this past year through a strategic partnership with Jet2holidays' Jet2Weddings brand. Further enhancements can also be seen through new technology offering couples personalised wedding profiles, enabling clients to send out guest invitations and SMS updates to their travel consultant at any time, helping to create a more seamless experience. From hand-delivering legal documents for a secret elopement, to arranging a specialised ceremony for Paralympians, the agency’s customer service is impeccable."

Judges said: "Guru Travel Group is a true specialist, with weddings and honeymoons making up more than half of the agency's business. As one of the UK’s leading Sandals partner agencies, a personal approach is backed by extraordinary touches such as recreating a couple’s 20-year-old ceremony, or turning travel delays into magical safari arrivals. Not only does Guru boast a remarkable Facebook following of 70,000 and a new homeworking division, the agency also went above and beyond to raise £10,000 for Jamaica’s hurricane recovery fund last year."

Judges said: "The Travel Business blends a traditional family-run agnecy with smart technology. In the past year, the agency revolutionised its weddings and honeymoons offering by launching a dedicated wedding concierge service and integrating an AI-driven planning tool that reduced itinerary building time. From crafting intimate Maldives sandbank dinners, to navigating complex Canadian honeymoons, the agency's team prioritises bespoke touches and proactive 24/7 support. A commitment to inclusivity and strong supplier partnerships further cements this agency’s reputation as a top-tier specialist."