Natalie Thomson talks travel trends, industry intel and agency benefits.
How long have you been working with Tully Luxury Travel?
I have been with the company for 20 years – and it would be very hard to try to work anywhere else. Specializing in luxury brands here, the opportunities are endless, when compared to other agencies. Once you start working with Tully, getting to know the business and the clientele, including their likes and dislikes within the luxury category, you don’t want to go anywhere else. That is what has kept agents here for many years. Once you start, you can’t stop.
What first drew you to the travel industry?
When I was younger, I took an interest in geography, and I really liked learning about different countries, cultures and languages. My godfather was in the travel business, and I’d listen to him talk about it, thinking: I’ve got to do this. After graduating from a Travel and Tourism program in 1998, I started working right away, first as a tour operator, then at the airport, as well as at a few other travel agencies before starting with Tully. I don’t know anything other than travel.
What do you think are the big benefits to travel?
In a word – knowledge. Traveling anywhere outside your town or province or country totally enriches your life. You get to learn about their cultures and customs. Travel opens your eyes to the way other people live and gets you thinking outside yourself and your own environment. For me personally, travel is also an escape. I can leave everything behind and just be somebody else for one or two weeks, a tourist immersed in something else – learning, experiencing, building memories. And who doesn’t need a break from the routine of reality? You pack your bags, lock the front door and away you go.
What are your customers like?
We deal with people who are knowledgeable about travel and know what they like and don’t like, and who have the means to travel in style. This makes my job easier. I have loyal clients who I have worked with for so many years, I have really gotten to know their habits. But even though they choose the same cruise line or the same kind of luxury experiences, the notion of “where to next?” is the exciting part. I love being able to package things together for them from start to finish – that’s what’s so exciting. I always ask them to send me a few pictures or details of their trip, or to update me along the way, so I can live vicariously through them. And they do! It’s so nice to welcome them back and hear all about their experiences.
There must be a few drawbacks?
I'm not going to say it's always fun – there is the occasional rough day. Understandably, expectations can run a bit high sometimes. I have to remind myself that some clients have been traveling a lot longer than I have.
What are the benefits to working with a travel agent?
There are so many. I know what side of the ship to be on to view the sights as you're sailing. I know what time of the year to head to South America. This is the kind of thing we pride ourselves on, because we do it every day. Tully has built strong relationships with all of the cruise lines, so options and amenities can often be augmented. Our agency is set up with different amenities that guests can't get by booking direct. We know which cabins to choose and which to avoid. We are able to side-step common mistakes made due to time-zone differences or shore excursion timing. And if something goes wrong, we are there to dig you out of the problem.
Do you have a particular work methodology?
I guess you could say that I’m old school in that I like to call the cruise lines to get pricing, to get promotions, to get the best availability versus working with them via email. We do spend a good majority of our day on the phone. My calendar is like my bible – I put everything in there, reminders and to-do lists, options that are expiring that I may be holding for guests, documents to deal with as the client gets closer to the departure date. At Tully, we are all responsible not just for our own telephone calls, but also for the queue line – people calling with general questions. We all work from home and go into the office one or two days a month for presentations or meetings.
What destinations are trending now?
This week, I’ve confirmed the Middle East, eastern Canada and New England for 2024, with some people booking in 2025 and 2026. I’ve got a few people wanting to book last-minute for Europe this year. The Caribbean is always popular – it’s anything and everything, really.
What trends are you seeing specific to the cruise industry?
I think cruise lines are moving toward a – I don’t want to say more casual, but a less-regimented experience – open dining, more inclusive options like beverage packages. People are wanting smaller ships and larger suites. The expedition category is also gaining popularity, with smaller ships going to the exotic destinations, whether that’s in Africa or Antarctica, Brazil or Australia – bucket-list adventures.
Where is your next adventure?
My husband and I are doing a Crystal Cruises voyage from Rome to Venice, which I won at our last holiday party.
What keeps this job new for you?
Every morning, I start work and power up my computer – and I have no idea what the day has in store. Anything can happen around the world that will catapult my day into something I did not expect. Like travel itself, you just never know what’s around the corner.