Going beyond when it matters most — how Rebecca was empowered to deliver exceptional customer care

When travel plans are disrupted on a large scale, it’s often the difference between stress and reassurance that defines a customer’s experience. At Travel Counsellors, these the moments are where our people shine brightest — combining personal care with the strength of a global support network.

For Travel Counsellor Rebecca Godefroy, the recent disruption in the Middle East was one of those defining moments.

Providing clarity during uncertainty

As news of the situation broke, Rebecca immediately thought of the customers she had due to travel. Acting quickly, she began putting plans in place before uncertainty could take hold. As she explains, “I had quite a few clients that were due to travel, so as soon as it was announced, I essentially held flights for them.” It was a proactive move that set the tone for everything that followed.

Rather than waiting for cancellations to unfold, Rebecca stayed firmly on the front foot. “I was at the end of the phone and made sure alternative flights were arranged so that their holidays were salvaged,” she says — a simple statement that reflects hours of coordination, problem-solving, and reassurance.

Her role quickly became more than just rebooking travel. She became a constant point of contact, offering clarity at a time when many travellers were struggling to get answers.

And in a powerful reflection of the Travel Counsellors ethos, Rebecca’s support didn’t stop with her own customers.

“I also helped some people who hadn’t actually booked with me,” she explains. These were travellers left stranded, unable to reach airlines or access reliable information. “They reached out because they were essentially stranded… they had no one to contact.” Without hesitation, Rebecca stepped in — “I rebooked their flights and got them home safely.”

It’s a moment that perfectly captures what we mean when we say: with us, it’s personal.

Backed every step of the way

While Rebecca was working tirelessly to support travellers, she was also being supported herself —a key part of what makes the Travel Counsellors model so powerful.

“The support from head office has been amazing,” she says. Throughout the disruption, regular communication provided clarity and confidence. “Every day we had daily updates and emails,” she explains, alongside drop-in sessions designed to help Travel Counsellors navigate unfamiliar challenges.

For Rebecca, it reinforced that she was never facing the situation alone. “The community really came together, and there was a dedicated crisis management team at head office,” she adds. “That really gave me the reassurance that it wasn’t just me sitting at my desk — instead, I had an entire head office function helping me to get my customers and clients to where they needed to be.”

This balance of independence and support is what sets Travel Counsellors apart. Business owners have the freedom to run their own business, but always with the backing of a connected, collaborative network.

The value of personal support

And for customers, that difference is tangible.

Rebecca sees it every day in how her clients respond during challenging situations. “I think the difference that having a dedicated Travel Counsellor makes to customers is that when they book with me, they’ve got me at the end of the phone if things go wrong,” she says.

“So many people recently have booked their own flights or their own accommodation, and just haven’t been able to contact anyone,” Rebecca explains.

Her role is to change that experience entirely. “Whereas I’m always available, fighting their corner, and helping to ensure that they can get home — or for those still to travel, making sure they’ve still got a holiday to look forward to.”

It’s a simple promise, but one that carries enormous value.

Join a travel franchise that has your back

Rebecca’s story is a powerful reminder that behind every booking is a relationship — and behind every Travel Counsellor is a business owner supported by something much bigger. For those considering joining Travel Counsellors, it brings to life what our model truly offers: the ability to build your own business, with the support of a global community behind you when it matters most. To experience what makes us different for yourself, join us at one of our Discovery events.