Travel agency work, Vol. 2

Many people think that after transitioning to the OTA (Online Travel Agency) model, everyone will be at home in front of their computers, and relationships will become distant. But at Travel Mama, we have actually developed a more harmonious and collaborative model. Although we no longer have a physical store, our team spirit of "working together to think of the best for our customers" is our most valuable asset.

Every morning, our virtual office starts to bustle with activity. Although we can't meet in person, Anson still checks in on the Group chat, taking pictures of his daily must-have Hong Kong-style milk tea; Susan, on the other hand, has already quietly prepared the report sent back from the European driver/guide last night.

Susan's meticulous nature proved invaluable when we were handling small private tours in Europe. In Europe, even a single wrong letter in hotel bookings or train connections could be a major issue. With her "picking up the details," our entire team (and our clients) felt much more at ease. This kind of trust between "real people" is something a cold, automated system can never provide.

Our boss is still that travel enthusiast who loves to share. Although we can't look out the window while listening to his stories now, he often shares anecdotes from his trips to Europe via Zoom or WhatsApp. These "stories" aren't just idle chatter; they're our source of inspiration. For example, he might mention which street in a small town in southern France is best for watching the sunset, or which winery owner is the most hospitable, and we incorporate these details into our clients' itineraries. To us, every itinerary isn't a cold, impersonal document, but a warm and welcoming travel invitation.

The biggest fear in the travel agency business is unexpected events, but these are also the times when you see the true human touch. I remember once there was a sudden major strike in Europe, and Susan and our boss immediately and spontaneously divided the work: one contacted drivers to change routes, and the other explained the situation to the customers and calmed them down. Our boss even knew to play some upbeat music in the group chat to help everyone cool down. That tacit understanding of "you go first, I'll follow behind" allowed us to maintain our elegance and professionalism as Travel Mamas even on the busiest afternoons.

The daily work at Travel Mama may not involve any earth-shattering events, but witnessing families happily return from their European trips and receiving a simple thank-you note from them—that little bit of happiness is enough. We're not just "doing a job" here; we're protecting every customer's dream vacation. This warmth and tacit understanding, accumulated from 2015 to 2026, is our strongest weapon for surviving in the cloud era.