A well-known Edinburgh travel agency has reopened its doors after a period of remote working due to the pandemic. The shop, located on Duke Street, was launched with a celebratory event attended by both customers and suppliers.
- Laura Hibbert, the owner, expressed excitement about the reopening and the warm reception received from the community.
- The business initially operated from Great Junction Street but went remote in 2021, utilising a church hall for appointments.
- The agency reports a noticeable shift in travel trends, with increased demand for cruises and multigenerational trips.
- Despite the challenges of the pandemic, the agency’s loyal customer base has remained steadfast.
The reopening of the travel agency marks a significant milestone for the business that first began in 2016. After halting physical operations in June 2021 due to pandemic restrictions, the agency functioned remotely, using a local church hall for in-person consultations as necessary. This adaptability ensured continuity in customer engagement and service delivery.
The decision to open a new store was driven by a surge in demand for face-to-face interactions. According to Laura Hibbert, the owner, there was a growing desire among customers to reconnect with the agency in a more personal setting. The new premises, situated on Duke Street, required extensive refurbishment, an effort largely shouldered by the property’s landlord to bring the space back to operational standards after years of neglect since the 1960s.
Response to the new store has been overwhelmingly positive, with Hibbert noting an enthusiastic return of both old and new clients. The customer base spans a wide age range, reflecting the agency’s appeal across generations. Prior to the pandemic, the agency was known for organising large trips for school leavers to popular destinations such as Magaluf, and there is a commitment to reviving these offerings.
There is a notable shift in the types of holidays clients are interested in. While traditional ‘bucket and spade’ holidays remain popular, there has been a marked increase in bookings for cruises and touring holidays. Additionally, multigenerational travel experiences are seeing a rise in demand, reflecting changing family dynamics and travel preferences post-lockdown.
Hibbert remarked on the financial resilience of customers, observing a willingness to invest more in travel experiences post-Covid. The agency benefits from a robust loyal customer base, with a significant portion of business previously, and presently, driven by repeat customers and personal recommendations. This loyalty has been pivotal in navigating the challenges of the past few years.
During the store’s open day, a wide array of dedicated clients and industry peers visited, underscoring the agency’s strong community ties. The presence of notable figures such as Glen Travel director Alan Glen further spotlighted the occasion. Hibbert attributes the agency’s resilience and popularity to face-to-face service and local business support, reinforcing the value of personal client relationships and community engagement.
The Edinburgh travel agency’s successful reopening demonstrates the enduring appeal of personalised service in the travel industry.
