Can you tell us a little about yourself and how long you’ve been in the industry?
I entered the travel industry in 1996, originally hired for a seasonal role as a winter vacation agent. The role involved an intense, fast-paced, two-week training program at a discount agency. During that time, I worked alongside seasoned agents, including one exceptionally experienced colleague who generously shared her knowledge with me. She was incredibly efficient and managed a large client base, and I aspired to reach her level of expertise and busyness. When the seasonal role ended, I was offered a permanent position, which prompted me to leave my hairdressing job and fully commit to a career in the travel industry. At the time, I had a young child, which limited my own travel opportunities. However, as he grew older and more independent, I was able to travel more myself, gaining a deeper appreciation for what travel truly means.
What do you specialize in and why are you passionate about that?
While I have extensive experience with European motorcoach tours and river cruises, the trips I am most passionate about are fully customizable itineraries that turn my clients’ dreams into reality. I truly enjoy piecing everything together, drawing on my own knowledge and firsthand experience from travelling to many different places. Creating these personalized journeys is incredibly rewarding for me.
Are you noticing any interesting trends from the bookings you have or from what suppliers are promoting?
I’m noticing that people seem more eager to travel now, almost as if they’re making up for lost time. As a result, cost is becoming less of a deciding factor in trip bookings.
I’ve also observed that as the world continues to evolve and new events unfold, suppliers are becoming more adaptable. Many are now offering options that provide travellers with greater flexibility in their travel arrangements.
What’s your biggest piece of advice for travel advisors right now?
My biggest piece of advice right now is to never forget the value we bring as travel advisors. There’s this common perception that travel planning is easy and that anyone can do it online, but the reality is very different. What people don’t always see is the time we spend on hold with suppliers, reworking itineraries when things change, navigating complex bookings, and stepping in when something goes wrong. Especially with everything happening in the world, our role is more important than ever. We are problem-solvers, advocates, and trusted guides, and that value shouldn’t be underestimated by clients or by ourselves.
How is the role of travel advisor evolving?
The role has changed a lot since I first started. It’s no longer just about booking a trip; it’s about being constantly connected and informed. We now have to stay on top of government advisories, visas, safety concerns, and rapidly changing global situations. A lot of our time is spent managing issues that arise before, during, and sometimes even after travel. We’re expected to anticipate problems and be prepared for almost anything. In many ways, we’ve become travel risk managers as much as planners, and that level of responsibility has grown significantly over time.
Tell us a little bit about a booking that stands out – whether it’s the most expensive, the longest, the most adventurous, etc.
One booking that has always stayed with me happened years ago when a couple came in with a very detailed, multipage itinerary covering almost all of Asia. It involved trains, flights, cruises, the works, and ended up being a two-to-three-month trip costing over $50,000. At the time, I remember thinking there was no way they would book it, and I worried about how long it would take. But they did book the entire trip, and it taught me a valuable lesson I still carry with me today: never assume what a client will or won’t do.
Since then, I’ve worked on many standout trips, including an $85,000 month-long South America itinerary for a family of five, and even bookings for clients in their 70s and 80s for incredibly adventurous travel, such as long train journeys through Asia and an Antarctic cruise with the Polar Plunge. Those experiences remind me that travel can be truly transformative at any age and that our job is to help make it happen, no matter how ambitious it may seem.
What are your thoughts on FAM trips? Are they valuable? Why? Do they help you sell more? How can they be improved?
I absolutely believe FAM trips are valuable and, honestly, necessary. There’s no substitute for firsthand experience. When I’ve been somewhere myself, I can offer clients real insight: where to eat, what’s worth seeing, and the little tips that don’t always show up online. I’ve noticed that I sell the most travel to destinations I’ve personally visited, simply because I can speak about them with confidence and authenticity.
Anyone can look something up on the internet, but what makes booking with a travel advisor different is the personal knowledge we bring. FAM trips help us do our jobs better, and that directly translates into better trips for our clients. If anything, I’d love to see more opportunities like them, because they truly make a difference in how effectively we can sell and support travel.
What’s the biggest challenge you are facing in the travel industry right now? What do you think can be done to help it?
The biggest challenge right now is navigating ongoing world events. So much of what affects travel is completely beyond our control, and that uncertainty can be difficult for both advisors and clients. While we can’t prevent global issues, we can stay informed, stay connected, and help educate our clients as much as possible.
Being proactive, sharing accurate information, and setting realistic expectations go a long way in building trust and easing concerns. Our role isn’t just to sell travel; it’s to guide people through it safely and confidently, even when the landscape keeps changing.
Nominator:
“I am pleased to nominate Novella as an outstanding travel advisor from the perspective of a supplier partner who has had the privilege of working with her. Novella consistently demonstrates an exceptional level of dedication and professionalism in everything she does. She puts in countless hours to ensure her clients are well taken care of, whether she is coordinating complex group travel or managing individual bookings. Her commitment to delivering the best possible experience for her clients is evident in the care and attention she brings to every detail. From a supplier partner’s perspective, Novella is truly wonderful to work with. She is incredibly self-sufficient and very rarely asks for assistance, as she always strives to manage things on her own. However, when she does reach out, she is open to suggestions, receptive to guidance, and values collaboration to ensure the best outcome for her clients. That balance of independence and openness makes her a trusted and respected partner. What stands out most is Novella’s unwavering commitment, even when personal challenges arise. Despite any obstacles she may face, she continues to show dedication, positivity, and professionalism for her clients and the partners she works with. Novella embodies the qualities that make the travel industry so special—hard work, resilience, collaboration, and a genuine passion for taking care of people. It is truly a pleasure to work alongside her, and she is incredibly deserving of this recognition.”
