Charmaine Higgins on building a travel business she loves

More than 18 years ago, Charmaine Higgins found herself at a crossroads.

She had purchased her own travel business and loved selling travel, but the reality of running it was taking its toll. Long hours spent sitting in traffic, combined with the weight of back-office administration, meant the business she had worked hard to build was no longer giving her the life she wanted.

“I loved selling travel, but I didn’t enjoy the back-office responsibilities that came with running the business,” Charmaine remembers. “After about 18 months, I reached a crossroads: either move the business closer to home or sell it and return to the corporate world because the stress had become overwhelming.”

Then, almost by chance, she discovered Travel Counsellors.

An opportunity that felt right from the start

While browsing travel industry information one day, Charmaine came across a banner featuring Will Puk, then Director of Travel Counsellors South Africa, and Travel Counsellors. Having worked in the airline industry, she already knew Will by reputation and was curious to find out more.

“Within 30 minutes of reading about the opportunity, I picked up the phone and called him. It genuinely felt like an answered prayer.”

This was in the very early days of Travel Counsellors in South Africa, before the first local induction course had even taken place. Will’s enthusiasm for the model struck a chord with Charmaine, and he later flew to Johannesburg to meet her in person.

“I immediately fell in love with the concept and the freedom it offered. My personal values aligned so well with the ethos of Travel Counsellors.”

After talking the opportunity through with her husband, whom she describes as her biggest supporter, Charmaine decided to make the move.

She personally visited her clients to explain the change, and their response gave her even more confidence in her decision.

“I attended Travel Counsellors’ very first induction course in South Africa, resigned as an IATA-registered agent and moved my business home. I left the induction with a laptop and everything I needed to continue running my business seamlessly.”

Building a business around relationships

The move quickly proved to be the right one. Within months of joining Travel Counsellors, Charmaine attended the company’s International Conference in Marbella, Spain, where she was named Top Travel Counsellor South Africa. She went on to retain the title for five consecutive years. It is an achievement she is rightly proud of, but ask Charmaine what matters most to her, and she doesn’t talk about awards. She talks about her clients.

“More than 18 years later, many of the same clients who supported me during my transition are still travelling with me today.”

Her business grew largely through referrals and long-standing relationships, developing over time into a mix of leisure and predominantly corporate travel.

For Charmaine, there has never been a shortcut to building that loyalty.

“My business is built on referrals, personal relationships and consistently being there for my clients. I made it a priority to visit clients, understand their needs and always do my best to ensure their travel arrangements were seamless.”

That focus enabled her to achieve something she had always wanted: to be a successful businesswoman while still genuinely loving what she does.

Growing with the business

Much has changed since Charmaine joined Travel Counsellors all those years ago. The company has grown in South Africa and internationally, while new technology, systems and support have continued to change the way Travel Counsellors run their businesses.

Charmaine believes being willing to evolve has been an important part of her longevity.

“Travel is constantly evolving and staying relevant means embracing change and continuously learning.”

The systems and support available to Travel Counsellors have evolved too, helping business owners spend less time on the operational side of running a travel business and more time focusing on their customers and growth.

For Charmaine, that combination of independence and support remains one of the strengths of the Travel Counsellors model.

“Working in travel requires dedication and hard work, but the rewards are immense – especially when you have the support, technology and community of Travel Counsellors behind you.”

Her advice? Take the leap

Charmaine’s journey has taken her from feeling overwhelmed by the pressures of running a traditional travel business to building a successful business on her own terms, supported by clients who have stayed with her for almost two decades.

And for an experienced travel professional who might be standing at a similar crossroads today, her advice is simple.

“If you love travel, have industry experience, enjoy working with people and are prepared to work hard for your clients, my advice is simple: take the leap.”

For Charmaine, it is a decision that has stood the test of time.

“Becoming a Travel Counsellor is one of the best decisions I ever made, and I have never regretted it.”