This travel agency in Nanaimo, B.C., just celebrated 65 years

A travel agency in Nanaimo, British Columbia is celebrating 65 years of serving its community.    

Around The World Travel opened in 1959 in the former Malaspina Hotel. Back in those days, the agency sold air and rail tickets, the fares only changed once or twice a year, and the most popular destinations were Reno and Hawaii, says Nazir Hirji, the company’s president.

The agency, which specializes in cruise, luxury travel and packaged vacations with an emphasis on Europe, was originally founded as a family business. It was later passed down to the daughter, who managed it until 2009, at which point Hirji took over.

“Since then, we have upheld our commitment to providing high-quality, personalized service to our clients while ensuring ongoing training and development for our staff. This dedication remains at the core of our success,” Hirji tells PAX of the revered agency, which, today, has seven employees plus support staff.

The secret to longevity

Another secret to longevity in travel? Having the ability (and willingness) to pivot during times of change.  

“In the travel business, we are used to constant change,” Hirji said. “Many of us can remember hand writing tickets and putting a sticker on flight coupons if the time or flight number changed. Fares only changed once or twice a year. As options increased, computers became a must to sift through all the choices. Airfares became more complicated and even cruises now have so many options, that customers need us to narrow it down.”  

While the internet and artificial intelligence has certainly changed the way travel is sold, there’s still a need (and demand) for human-led service, Hirji said.

“Some of our older clients have trouble with technology, such as doing cruise online check-in, which now requires photos, or electronic travel authorizations for various countries. They look to us for help,” he said.

“We are in a relationship business, and as we get to know them, we can provide guidance while suggesting destinations, ships or resorts. They appreciate our ideas and advice. To some clients, we are as important as their hairdresser!”

Hirji isn’t, however, totally against some of the tech advancements that have been made in recent years, citing ChatGPT, the popular AI-driven chatbot, as a “helpful” application.

He said his agency is rooted in a commitment to being there for clients from start to finish – especially when things go wrong.

“We have come to their rescue during volcano eruptions, political and security unrest, and health situations, such as the pandemic. We appreciate that they trust us to look after them, and we love it when they refer their friends and family to us!”

Having the support of a connected consortium, like Ensemble, and maintaining good relationships with key suppliers, has also been key to Around The World Travel’s success.

“And great staff who care about the service they provide, which retains loyal customers,” Hirji said.

State of the industry

It’s not every day you encounter a travel agency that’s been in the business for more than six decades. We asked Hirji for his take on the state of the industry today.

He said the demand for travel is healthy, with customers requesting lots of Europe and small-ship experiences.

He is, however, concerned about recruitment (“We receive less quality applicants than in the past,” he said) and overtourism in some areas.

“Air travel has also taken a step backwards as far as comfort and service in economy,” he said.

While some Canadian airlines, like Porter and Air Canada, have made noble efforts to improve economy flying (such as by offering free Wi-Fi and complimentary alcoholic beverages), “comfort in the economy cabin has not kept up with the times,” Hirji believes.

“We do recommend that our clients purchase leg room seating for additional comfort if they aren’t able to travel in premium economy or business class,” he said.

Never a dull moment

One of the cornerstones of Around The World Travel is to educate the public about the value in using a travel advisor.

An explanation posted to the agency’s website sums it up well.

“The firsthand experience of a travel agent is second to none. Agents have been there, done that and will give you the best advice on how to get the most out of your trip,” reads a statement.

In Hirji’s view, to make it in the travel business (and last), one needs to have the interest, the passion, the adaptability “and some destination experience.”

“All in all, there is never a dull moment in the travel industry!” he said.

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