TravelLab, Macclesfield

TravelLab, Macclesfield
One of TTG’s Top 50 Travel Agencies 2020

Stepping into TravelLab in Macclesfield is an experience in itself: the store is an explosion of colour and quirkiness, decked from floor to ceiling with artefacts from around the world including maps (a particular passion of Canadian owner Jai Porter, who invites customers in prior to their North America trips to show them their route) and even half a tuk-tuk mounted on the wall. You might also have the chance to meet Jai’s friendly little dog, Charlie.

A number of rooms make up this second TravelLab branch, which opened in October 2018, including an extensive upstairs, bearing racks of brochures, and used for TravelLab’s travel show, which it hopes to make a twice-yearly occurrence after the success of its inaugural one, which spilled out onto the high street.

Passionate about getting under the skin of the destinations they promote, the well-travelled team loves to extol the virtues of touring and adventure holidays. But, just as passionate about getting to know their customers’ interests and values, the team sells holidays to suit all budgets and tastes. Weddings, for example, are a new focus, headed up by branch manager Olivia Wright.

TravelLab likes to take good care of its customers, and Jai has been known to do airport runs for clients redirected to a different airport. Olivia even got creative recently, bringing a branded box back from Kuramathi resort in the Maldives to gift-wrap a client’s surprise holiday confirmation. TravelLab has also started giving out sunflower lanyards to clients requiring special assistance when they travel. Customers love this personal treatment, as demonstrated by a 70% repeat business rate, despite it being a relatively new store.

TravelLab donates gifts to charities and gets stuck in with local projects, including an annual talk at the Women’s Institute. The agency actively promotes and encourages holidays through operators it deems more environmentally and socially minded, and blogs about the topic when visiting specific destinations, such as the Maldives. It also uses the Ecosia search engine, which takes the advert revenue from searches to plant trees where they are needed the most.

travellab.co.uk