Olive Lounge Travel, Keighley: Yorkshire's Top Agency

The arrival of the original Keighley store caused something of a stir after Joanne and Gillian won a competition for pop star Sinitta to perform at the launch event. The team were quick to promote the celebrity appearance on Facebook, generating plenty of new business.

The shop’s interior is original, quirky and inviting, with suitcases used as shelves and giant chests as coffee tables. A feature wall, dubbed the “tree of travel”, is dotted with postcards sent back from clients from their trips.

The team has come up with plenty of other clever ways to make clients feel extra special, from “Book Fizz Fridays” – where clients get a free bottle of bubbly when they book a holiday – to creating a dedicated Occasions Lounge upstairs, used for high-value bookings.

There’s also a smart coffee machine for caffeine lovers, and doggie biscuits for customers’ furry friends.

Olive Lounge Travel works with a local restaurant to run themed evenings, offering a discounted two-course meal with wine, with the chance for clients to find out more from suppliers.

Going above and beyond is second nature to this team of seven. The store often stays open after hours so clients can come in and book their holidays after work, and when one client fell ill the day he and his partner were due to fly back from Canada, the agents worked tirelessly to extend their stay and liaise with the insurance company. The couple was so impressed with the level of service, they bought the team a £150 spa voucher.

The team at Olive Lounge Travel still find time to give back to their community, participating in Macmillan Coffee Mornings, collecting donations for Pass On Preloved Items over Christmas, and running a kids’ design-a-Christmas-card colouring competition, displaying the entries in the shop window and giving all participants a toy for taking part.