Monday Minute: Carrie Stratford of South Coast World Travel

The Monday Minute is a weekly feature in PAX that highlights the movers, shakers, leaders and rule breakers of Canada's travel advisor community. Wanna be profiled? Wanna nominate someone? Email newsroom@paxglobalmedia.com!  

Name: Carrie Stratford
Name of business: South Coast World Travel
Where do you live?
A small village called Vittoria in Ontario.

How long have you been a travel advisor?

I’ve worked as an advisor since 2016, but I started as a brochure stamper at 10 years old when my mom opened the business.

What is your specialty?

Cruises, both ocean and river, have been a big area of growth for me, as well as custom tours.

What inspired you to become a travel advisor?

I’ve always loved to travel, and I’ve actually been in the industry since I was a kid. I spent my summers working in the office, so travel has always been a big part of my life. I grew up seeing how much goes into creating a great travel experience, and I think that naturally turned into a career that I really love.

What’s the first trip you ever took?

The first trip I really remember taking was to Florida. Both sets of my grandparents had places there for the winter, so we would go down over Christmas and March Break.

The first time we flew down, I was amazed at how quickly we could get there! We usually drove, which was about a 24-hour trip, so being able to fly there and arrive so much faster — and much more comfortably — was pretty exciting to me.

What travel trends are you seeing these days?

I’m seeing a few really interesting trends right now:

1. People are either booking really far in advance or very last minute, with a lot of bookings coming in within 45 to 60 days of departure.

2. Portugal is huge right now, and Europe as a whole continues to be extremely popular. People are looking beyond the traditional European destinations and wanting to explore different areas.

3. River cruising is becoming more popular. As people expand the destinations they’ve visited and look for different ways to travel, river cruises are a great option. Being able to unpack once while visiting multiple destinations makes travelling so much easier.

4. We’re seeing a major decline in travel to the U.S., including cruises departing from U.S. ports. This has definitely been noticeable in our bookings.

5. Canada is becoming more popular. Clients are realizing just how much we have to offer right here at home and are looking to explore more of Canada instead of always travelling outside the country.

Of all the bookings you’ve made, which itinerary are you most proud of?

I hosted a private Royal Irish Tours group this year, and that has definitely been one of the bookings I’m most proud of.

Being there with my clients as they explored and discovered new places was such an amazing experience. Hearing them talk about something they had just seen or experienced, and knowing that I had a hand in making that happen, was pretty special.

Even better was when, at the end of the trip, everyone was asking, “So, where are we going next?” Knowing they enjoyed the trip as much as I did — and that they’re willing to follow me wherever I take them next — really made me feel good.

What’s the most memorable trip you ever took?

I had the opportunity to travel to Tanzania in 2014 with my family — my dad, stepmom, mom, brother and sisters. We did a private tour through the heart of the Serengeti, which also included visits to a school and an orphanage.

My favourite part was staying in one of the Ndutu Tented Camps, where we were right in the heart of the migration. I had never seen animals on that kind of scale before. Seeing thousands of wildebeest and zebra making their way across the plains was absolutely mind-blowing.

It was one of those travel experiences that really stays with you.

Where do you see your business one year from now? What are your future goals?

Over the next year, I’m planning to focus more on learning the back-end workings of the business as I prepare to eventually take over for my mom when she retires.

We’re also continuing to grow our hosted group program. Our clients really love travelling with us, and we love being there with them as they experience new places and explore the world.

Looking further ahead, I’d also like to continue growing our agency through our Independent Consultant program. I love the idea of giving other agents the opportunity to build their own businesses, fulfill their dreams and, of course, see more of the world along the way.

What’s one new skill you’ve acquired recently?

My group trip this year was my first true “hosted” trip, and travelling with a group of people who all have different wants, needs and expectations definitely kept me on my toes!

I had to learn to roll with the punches — both big and small — and be on my game the entire time we were away. It was definitely a learning experience, but one that I really enjoyed.

What’s one thing you would change about the travel industry?

The lack of accountability that airlines seem to have.

Lost luggage, delays and cancellations are things we, as travel advisors, continually have to deal with on behalf of our clients, and it can sometimes feel like the airlines have very little accountability when things go wrong.

We’re often the ones left trying to fix the situation and keep our clients calm, even when the problem is completely outside of our control.

What’s the secret to being successful in this business?

You have to be willing to think outside the box and find those little things that take a trip from good to great.

It’s not always about finding the things that you would want to do at a destination. It’s about really listening to your client and finding those experiences that will make them stop in their tracks and think, “Wow, this is amazing.”

Those are the moments that keep clients coming back.

What is your motto?

Take the trip.

The memories you make while travelling create connections throughout the world, and you never know which experience or destination is going to become one of those memories you carry with you forever.

What is your number one piece of advice to other travel advisors?  

Travel advisors are a pretty tight-knit group, and we genuinely love seeing each other succeed.

Don’t be afraid to ask questions or pick the brains of people who have been in the industry longer than you. There is so much knowledge and experience within our industry, and most people are more than willing to share it.

We’re a tough group, and no matter what the world has thrown our way over the years, we always seem to come through the other side — bigger, better and ready for whatever comes next.

Where are you travelling next?

I’m off on a river cruise in France in November.

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