The Monday Minute is a weekly feature in PAX that highlights the movers, shakers, leaders and rule breakers in Canada’s travel advisor community. Wanna be profiled? Wanna nominate someone? Email [email protected]!
Name: Carla Mackay
Business: Travel Our Way
Where do you live? Westville, Nova Scotia
How long have you been a travel advisor? Since 1997
What is your specialty?
I am a leisure agent who sells a bit of everything. I would have to say my speciality is group travel. I escort groups to various destinations. This is what my agency has become known for in our area.
What is your current state of mind?
I am my harshest critic, but I am proud of myself for the obstacles I had to overcome after COVID. I am working towards being happy with myself.
What inspired you to become a travel advisor?
I did an on-the-job work term for a course I took. I knew right away that this was where I needed to be.
What’s the first trip you ever took?
An Air Canada Vacations FAM to Barbados in 1998.
What travel trends are you seeing these days?
People are booking those “someday” trips. Everyone had a couple of years to reflect and miss out on living so people, I find, are booking everything and planning ahead. For example: I just booked a tour to Ireland for two couples to travel this month, and they had me also book a 31-day cruise around South America for 2024.
How did the COVID-19 pandemic change the way you do business?
On March 13, 2020, my business partner and I had two storefront locations with five full-time agents and two back-office staff. We closed both storefronts when we realized this was not going to end anytime soon, and our staff, including my business partner, left the industry. The business moved into my home in 2020 and I have been selling travel as a home-based agency ever since. Additionally, two of my former employees sell travel at their leisure when they are not working at their day jobs.
Of all the bookings you’ve made, which itinerary are you most proud of?
I had a family reunion for a group of 27 who were going to meet for 10 days at Christmas in Punta Cana. They were flying in from Canada, the United States, Ireland, Australia, and South Africa, and it went off without a hitch!
What’s the most memorable trip you ever took?
There are many different ones, for a variety of reasons, but I would say the itinerary I am proudest of is my trip to Scotland in 2019. It was an 11-day custom itinerary that included the country’s main attractions, visits to Outlander series locations, and a visit to Ullapool in the north where my ancestors’ immigrant ship left in 1776. That was very emotional!
Where do you see your business one year from now?
After losing everything to COVID, servicing clients through that first year, rebuilding and growing the business, I am enjoying where I am at this moment and I hope, in a year, that I am in the exact same spot. My goal is to try and achieve a work-life balance because my office is in my home, and I work all the time.
What’s one thing you would change about the travel industry?
Higher commission percentages!
What’s the secret to being successful in this business?
To be successful, you need to listen to your clients’ needs, have solid product knowledge, be honest about the products and be creative to help clients achieve the best vacation possible.
What is your motto?
Bringing you the World.
What is your number one piece of advice to other travel advisors?
Know your worth!
Where are you travelling next?
I just returned from Ireland with a group. I have group trips booked to Scotland in July, Italy in October, New York City in December and then a Rhine cruise next April.
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