Cumbria Travel, Whitehaven

In the past 12 months its passenger numbers have increased 53% and business has grown so rapidly that owners Leanne Miller and Tricia Rickerby opened the doors of their second branch in Workington in January.

The secret to the clutch of business awards the agency has already collected is no doubt its incredible customer service, with all customers encouraged to take as much time as they need, and never rushed.

The agency is just as keen to attract new business too, whether that’s through its radio marketing campaign – complete with its own jingle – or on social media, with the agency’s Facebook page growing from 5,000 likes in 2015 to 12,000 at the end of last year.

Staff morale is just as important, with employees regularly rewarded, including annual “thank you” days for the team – most recently on a weekend to Edinburgh – as well as individual monthly rewards and even a limo ride when the team hits target.

Cumbria Travel’s emphasis on friendly, local service has seen it become entrenched within the local community. The agency takes part in a careers convention at the local school and has helped raise money for a local family whose young daughter was terminally ill. It also sponsors a local rugby team – one of several that bid for their support as part of a competition which also helped raise the agency’s profile.

A customer who drops in while our judges are in-store sums up the appeal of Cumbria Travel nicely: “I always come here; it’s a great service, they just can’t do enough for you.”