High street agency
Immersed in the action, new recruits will learn quickly on the job thanks to plenty of face-to-face interaction with both colleagues and customers. High street agencies can also be located in a shopping mall or even an out-of-town retail park, but all welcome ‘walk-in’ customers who don’t have an appointment.
What does a high street travel agent do?
- Discussing holiday enquiries with customers either in person, over the phone or online
- Researching options for them
- Providing quotes
- Booking holidays
- Admin tasks like issuing tickets and checking documentation
- Training both in-house and with external suppliers such as cruise lines and tour operators
- Marketing the agency’s services
Karen Marin Reyes, founder and director of La Vida Travel, a high street agency in Newport, says: “In a high street store you have face-to-face interaction with your customers which is where you really build relationships.”
She adds that other benefits include being able to leverage the expertise of colleagues, having fun as a team and the ability to switch off when you go home each evening.
Entry routes: Would-be agents tend to go down the college route – completing a Level 3 Diploma in Travel and Tourism, do an apprenticeship or take on a trainee role.
Some agencies, such as Hays Travel offer programmes for those who are new to the industry. These typically involve intensive training leading to a permanent role.
Starting salary:
- Apprentices: around £10-15,000 per year
- College graduates/entry level: around £25,000 per year
Call centre or online travel agency (OTA)
A volume-driven environment where efficiency is key.
What does a call centre/OTA travel agent do?
- Handle enquiries via phone, online chat, or forms
- Researching travel options
- Providing quotes
- Booking travel
- Admin tasks like issuing tickets and checking documentation
- Training both in-house and with external suppliers
Abbie Heaton, group manager – personal travel consultants, at Blue Bay Travel says there is a certain buzz in a call centre.
“Call centres can be intense, sales-driven environments. While the pressure may be more intense to deliver on targets and KPIs, the earning potential can be higher too,” she explains.
Entry routes: Key routes to a role include college courses, apprenticeships or trainee roles. If you already have experience in a sales or call centre role, you may be able to side-step.
Starting salary:
- Apprentices: around £10-15,000 per year.
- College graduates/entry level: around £25,000 per year.
Home-based agent
Running your own travel business from home offers flexibility and independence but it also requires self-motivation and persistence.
The remit is similar to that of a high street or call centre agent, but you work from your home, set your hours and manage your own business.
Routes to becoming a home-based travel agent:
- Start up solo: High risk, suited to those with prior travel agency experience.
- Buy a franchise: Many large agencies offer recruits the chance to run their own business with the support, training, licences, insurance and back-office systems of the parent company.
- Join an existing travel agency: Some hire home-based employees who work remotely under their branding.
Travel Counsellor, Jayne Lomax, says being a home-based agent gives her the flexibility to fit around family life.
“You have to be self-disciplined, with a drive and determination to succeed. Most weeks I probably work more than I would if I was on the high street and you need to put in the effort to make it work,” she insists.
Entry routes: Some companies require prior experience while others welcome those entirely new to travel. Many offer training academies, while others train on the job. Franchise models usually involve a set-up fee, which varies by company and package.
Starting salary: Franchise roles are commission-only, so income depends on effort and success.
- A full-time home-based worker could expect to earn around £24,000 per year
- Top performing agents can earn more than £1 million annually
- Part-time agents or those just starting out could be earning much less
Pros and cons of travel agent jobs
| High street travel agent | Call centre / OTA agent | Home-based travel agent | |
| Pros | Sociable, face-to-face, good for learning, steady salary. | Flexible shifts, steady salary, no face-to-face required. | Ultimate flexibility, can work part-time, uncapped earnings. |
| Cons | Weekend work, less flexible hours, physically demanding. | High pressure, target-driven, commission varies. | Slow start, upfront costs, limited cover when sick/on holiday. |
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