A travel agency in Cornwall has shared how it offers clients a ‘luxury’ service before the holiday has even begun, following the launch of its walk-in agency on the Newquay coast.
Jess and Laurie Gardener opened the doors of L&K Travel on 27 May, bringing a combined experience of more than nine years in the industry to the idyllic seaside town.
Inspired by their two sons, the married couple will be specialising in luxury and Disney holidays after gaining a passion for globetrotting as a young family. Their contacts book is large, the couple say, and they will be working with more than 200 suppliers, while adding that their client base is already loyal, consisting of friends, family members and Jess’s former customers from her time at Newells Travel in Newquay and Co-Op Travel in Radstock.
While Jess says the agency won’t be turning anyone away, L&K will aim to focus on luxury travel by offering personalised service and competitive quotes. The couple have close relationships with suppliers such as Cunard, Silversea, Celebrity Cruises and If Only, and having visited more than 20 destinations between them, share an expert insight into planning memorable holidays.
“I would hope for our luxury business to be at least 60% of what we’re doing,” Jess tells TTG Luxury. “When people think of bucket list trips, I want them to think of us.”
Go the extra mile
For Jess and Laurie, premium service is the foundation of their brand. The VIP treatment begins in their Newquay store, which, with its seafront address, puts clients in the holiday mood before they’ve even browsed a brochure.
“Our location is fantastic,” Jess says. “It’s warm and inviting, it’s very private, and the view overlooking Towan Beach is spectacular.”
She adds that the store’s interior has been beautifully decorated to create a “luxury atmosphere” where customers are greeted with refreshments, as well as personalised branded ticket wallets once they’ve made a booking. “The feel and vibe is a level above the more commercialised, larger travel agents,” she says. “We want to find out everything about our customer, because that’s when you can truly tailor make it for them. This enables us to anticipate the clients’ needs ahead of time.”
“We would like to go that extra mile. We will do that without the customer requesting it,” she says. “We will be looking to get everything from complimentary bottles of wine and fruit baskets to late checkouts and room upgrades. We want to push the boundaries so that the client remembers us and says, ‘Wow, that was a really lovely gesture’.”
It Takes A Village
Jess and Laurie have also connected with the Newquay community, teaming up with local traders to promote their brand and foster mutually beneficial relationships.
“The businesses in our immediate vicinity are absolutely wonderful,” Jess says. “We’ve had incredible support from local surf schools that want us to create surf packages for example, and they’re also allowing us to advertise on their rash vests.” L&K has also linked up with two local photographers, who have helped them to create high-quality marketing tools for the business.
“We want to be immersed in the community,” she adds. “We’re not a hard sell – we want to make and create something perfect for you, something that you’re going to remember for years to come.”
