Ready when it counts: how Travel Counsellors empowers Dean to support his customers in a crisis

When the unexpected happens during a customer’s trip, being a Travel Counsellor means being ready to act quickly, calmly and confidently. For Dean McMackin, that’s made possible by the powerful support network behind every Travel Counsellor - from the Duty Office team working around the clock, to a community of colleagues who are always ready to help.

Together, that support allows Dean to do what matters most: be there for his customers when they need him.

Reassurance around the clock

Dean recalls one moment in particular that perfectly captures the power of having a dedicated Duty Office team behind him.

A few of his customers were travelling in Thailand when an earthquake struck elsewhere in the region. While they weren’t directly affected, the news was enough to cause concern — especially for family and friends back home.

But before Dean had even seen the headlines, the Travel Counsellors Duty Office team were already working in the background.

“Duty Office sent me an email in the middle of the night explaining, ‘you’ve got customers in Thailand not too far away’”, Dean said. “That enabled me to get straight on the phone to make sure they were OK – not scare them, but offer my comfort and let them know I was there if they needed help.”

For Dean, that moment perfectly captured what the Travel Counsellors support model is all about: enabling Travel Counsellors to respond quickly and personally when situations evolve.

“It was important for me to reassure them, and that email from Duty Office really allowed me to do that quickly and react to the situation.”

Going above and beyond for customers

Some of the most memorable moments in Dean’s career have come when customers have needed urgent support.

One situation that stands out involved a family friend who was away on holiday when an unexpected family matter meant they needed to return home as soon as possible.

Initially, they tried to resolve the issue themselves by contacting a third-party supplier directly - but like many travellers discover, that can be difficult and time-consuming.

Eventually, they remembered Dean’s advice.

“I had always said to them, ‘I am your travel agent, you can always call me,’ but out of habit they tried to sort it themselves first. Once they told me what was going on, I stepped in, contacted the third-party supplier and managed to get them on a flight within about three hours. They got back in time and did not miss what they would have missed if they had carried on trying alone.”

A reputation built on care and commitment

For Dean, the support behind the scenes is just one part of what makes the Travel Counsellors model so powerful. Equally important is the reputation that every Travel Counsellor helps to build and protect.

“The reputation of Travel Counsellors is hugely important for me, my business, and my customers. There is a standard you have to stick to.”

In a world where travel can sometimes be portrayed online as a quick side project or something that can be fitted around other commitments, Dean believes professionalism and focus are what truly set Travel Counsellors apart.

“On social media, travel is often seen as a side hustle, but it’s not. There’s a lot more to it. For me, my reputation is that I'm a travel agent solely. It is my business, and my clients’ travel is my sole focus. I care about their experience as if it was my own holiday.”

A community that always has your back

While Dean runs his business from home, he never feels like he’s working alone. That’s because the Travel Counsellors community provides constant connection, insight and support.

“The community means everything to me”, Dean says proudly. “If you really tap into it, you realise just how much knowledge is out there. You’ve got thousands of years of experience between everyone. That support and connection makes all the difference.”

Build a travel business for yourself, but not by yourself

Dean’s story highlights the power of running your own business with the backing of an experienced global company, 24/7 support teams and a thriving community of travel professionals.

If you’d like to learn more about what life as a Travel Counsellor could look like, join one of our upcoming Travel Counsellors Discovery events.