Howard Travel, Trowbridge
Howard Travel might be located in the small town of Trowbridge in the heart of the West Country, but word of mouth about its service has spread far, and it has regular clients in London and Oxford, despite them never having set foot in the shop.
The 35-year-old store was taken over by Norad Travel in January 2015, but it still employs the original Howard, who admits he loves the job too much to give it up. The agency feels like a little like a tardis, with many more desks than its outside would suggest, although its layout is set to soon change with a revamp planned later this year.
Each of the 17-strong team, which includes a separate business travel office upstairs, have worked for the business for at least 10 years, resulting in extensive knowledge covering most destinations around the globe. The only exception is 19-year-old Paige, who joined the company nine months ago as part of the youth academy which the agency runs. But despite her limited time at Howard, she has already received several thank you letters for her help and service.
“Excellence, innovation and integrity”, is the shop’s strapline, and customer retention remains high – between 70 – 80%, aided by its weekly e-shots and annual travel show in the Civic Centre, which last year attracted 250 people. Its store events are also popular with customers, including its “celebration days” – in-store events that offer ideas for customers wanting advice on celebratory holidays such as anniversaries, weddings or birthdays.
Howard Travel also has a strong social media presence, particularly on Facebook and Twitter, which often help trigger a large number of enquiries. Its in-store brochures though remain key, and as a result the agency is keen to ensure it plays its part in reducing its carbon footprint, paying extra to regularly recycle any unwanted programmes or pamphlets each month.
Place of registration: England and Wales.
Company number 08723341.
Registered address: 6th Floor, 2 London Wall Place, London EC2Y 5AU
