Tracy Mason Travel

Tracey Mason had managed the store under another owner for some years but, when the business sadly failed, she put her faith in its potential and bought the business out, in partnership with her husband.

"I lost all my forward bookings," she says of the turbulent decade. "I built the business up in five years really."

The hard work of Mason and her team of two has paid off, with the business reporting its best two years ever, and a sense that consumers are increasingly keen to use a travel agent again.

No family member twice removed, small pet or friend of a friend is rebuffed at this warm and welcoming agency, which has brought groceries to poorly customers, retrieved client’s lost items from exotic locations, sends handwritten Christmas cards to its clientele and even offers dog biscuits for four-legged companions.

To help spread the word Tracy Mason Travel has collaborated with independent businesses in the community, writing content for local magazines, sponsoring school fetes and football teams, promoting a young entrepreneur who offers executive travel and offering raffle prizes at balls and other events. Mason’s husband Greg even advertises the agency in his local barber shop.

Adding a warm personal touch is a key part of the service at the agency. All customers receive a goody bag after booking, which contains travel essentials such as luggage labels, plastic bags for liquids at the airport and all their travel documents, as well as a mini dental kit and a postcard that says Thank You for booking.

And the reason why clients keep returning is clear: “We know our customers better than anyone else,” Mason concludes.