Why former Kuoni consultant Michelle chose Travel Counsellors

Michelle has spent almost her entire working life in travel. Starting out at just 15 years old as a YTS trainee — what would now be called an apprentice — she quickly discovered an industry she loved. After gaining early experience with an independent travel agency, she joined Thomas Cook, where she spent 26 years building her career and eventually managing a team of 22 as a Branch Manager.

After decades in retail travel, Michelle decided to step away from the industry in 2013 to regain some work-life balance. But the break didn’t last long.

“Although I enjoyed having my weekends back, I quickly realised how much I missed working in travel,” she says.

Just three months later, an opportunity at a nearby Kuoni store brought her back into the industry — and into a very different style of travel selling.

Discovering a passion for tailor-made travel

Joining Kuoni introduced Michelle to the world of tailor-made, premium holidays. Moving away from the fast-paced high-street environment allowed her to focus more deeply on creating personalised experiences for clients.

“At first, I felt a little out of my depth,” she admits. “But once everything clicked, there was no stopping me. I absolutely loved it.”

Working while raising three young children, Michelle spent five years at Kuoni before deciding to pursue another long-held ambition: running her own business.

“I had always wanted to run my own business, but I was nervous about moving from employed to self-employed.”

In 2018, she finally took the leap.

Finding the right fit at Travel Counsellors

Michelle initially joined a small homeworking company, which helped ease the transition into self-employment. But after around a year, she began to feel restricted in the way she could build client itineraries and deliver the level of service she wanted.

“I really missed having my own system where I could build and tailor my clients’ holidays in detail.”

At the same time, Michelle admits she was hesitant about joining another larger travel business. Her previous experience of large corporate environments had felt impersonal compared to the close-knit culture she had enjoyed at Kuoni.

Everything changed after a conversation with a former Kuoni colleague who had already become a Travel Counsellor.

“She told me I would absolutely love the in-house booking platform, Phenix, and the freedom it would give me to design trips properly.”

That conversation proved to be a turning point.

“I quickly felt that the culture was very different from the large, corporate environment I had believed it to be.”

Delivering personal service her way

For Michelle, one of the biggest benefits of becoming a Travel Counsellor has been regaining the ability to fully tailor-make holidays herself.

“Without a doubt, Phenix has been the biggest factor in allowing me to maintain — and even enhance — the level of personal service I was so passionate about at Kuoni.”

Having the tools to build bespoke itineraries herself has brought back the creativity and control she loved during her time at Kuoni.

“It brings back that sense of control and creativity I enjoyed at Kuoni, so I can shape every detail around the individual client.”

Alongside the technology, Michelle says the wider Travel Counsellors community has been equally important.

“If I need specialist knowledge, ideas or reassurance, there’s always someone I can turn to.”

Building stronger client relationships

Her years at Kuoni also helped shape the type of business she has built today. After years of selling “anything and everything” earlier in her career, Michelle says Kuoni taught her the value of slowing down and focusing on quality, tailor-made experiences.

“Kuoni taught me to ask the right questions and build holidays around each client rather than simply selling off the shelf.”

Initially, she admits she fell into the trap of taking every booking opportunity that came her way after becoming self-employed.

“Looking back, it came from a fear of turning business away.”

But over time, Michelle became more confident about specialising in the premium travel market she genuinely enjoyed.

That confidence has also helped her build much deeper client relationships.

“I have a database of clients who are ‘mine’ in the truest sense,” she says. “I can really get to know them, their families, their likes and dislikes.”

Without the restrictions of shop opening hours or shift patterns, Michelle can now communicate with clients far more flexibly.

“I can arrange calls at times that suit them, follow up in the evenings if needed, and take the time to talk through options properly instead of rushing.”

Freedom, flexibility, and financial success

For Michelle, becoming a Travel Counsellor has transformed her work-life balance — even if the hours can still be demanding.

“I often work a lot of hours, sometimes more than I did when I was employed,” she says. “The difference is that now I’m choosing to put that time in for myself and my own business.”

The flexibility to work around family life has been invaluable.

“If I need to pop out in the middle of the day to take care of something for the kids, I can do that without having to swap shifts or ask for permission.”

Financially, the move has exceeded her expectations too.

“I can honestly say that I sometimes cannot quite believe the level of sales I’m putting through and the earnings I’m achieving,” she says. “I’m now better off than I’ve ever been in my career.”

“I’ve honestly never regretted taking the leap”

For Kuoni consultants considering self-employment following recent redundancies, Michelle understands the fear that can come with leaving the security of employment behind.

“Leaving the security of a salary, a strong brand, and a team you know and trust is a huge step,” she says.

But her advice is simple: trust the experience you already have.

“If you love the tailor-made, relationship-focused way of working, then running your own travel business as a Travel Counsellor can feel like taking everything you enjoy and dialling it up several levels.”

Looking back now, Michelle says becoming a Travel Counsellor remains one of the best decisions she’s ever made.

“I’ve honestly never regretted taking the leap.”

Ready to explore what’s next?

If Michelle’s story has resonated with you and you’d like to learn more about building your own travel business with Travel Counsellors, why not join one of our upcoming Discovery events?

You’ll hear directly from experienced Travel Counsellors, learn more about the support, technology, and community available to you, and discover how you can take your passion for tailor-made travel to the next level. Reserve your place today.