Past Winner Stories
The Travel Agent
www.tta.travel
The Travel Agent was established in 1979. Through the years, the company enjoyed steady growth and a solid customer base until life threw a couple of curves. The first was the Internet, and the company navigated through the new world of a client’s ability to search for their own trips and airline itineraries. Then came the terrorist attacks of September 11, 2001. The Travel Agent, as well as others in the industry, took a tremendous hit. Ninety percent of business travelers cancelled their trips and the majority of leisure travelers requested refunds. Mark Moorhead,president, said no disaster plan could’ve planned for the fallout of that event. “I spent weeks responding to customers and analyzing our plan,” he said. “I literally was creating a new plan while making staff reductions, contacting our fixed-expenditure vendors for temporary relief and writing hundreds of thousands of dollars in refunds.” Every booking that was cancelled received a full reimbursement.
Fortunately, The Travel Agent carried no debt. Moorhead ran a tight ship and owned all equipment and vehicles. “I knew that being debtfree would buy some time and I was looking for any advantage I could find,” he said.
Prior to 9/11,Moorhead had begun dialogues with other travel agency owners. Believing that the era of “mom and pop” travel agencies was coming to an end, he put out feelers for possible acquisitions. After 9/11, he intensified his efforts and within two years acquired or merged ten different agencies into his company. Technology enabled the mergers to work seamlessly for new and existing clients. Technology also played a critical role in client relation management.
Instead of competing with the Internet, Moorhead focused on the strength of customer service. “Our agents don’t just book a flight or reserve a hotel room,” he said. “We provide a level of expertise that cannot be duplicated through a computer system. We cater to the traveler who wants a hassle-free experience.” With attention to their upscale clientele,The Travel Agent considers themselves the premier travel agency in the Indianapolis, Carmel, Fishers and Zionsville, IN areas. Sales are now $8.5 million, a 19.2 percent increase over the first quarter of 2004. The company was recently ranked as the fifth largest travel agency in Indianapolis.
“Travel has a magic appeal. It’s a business deal, an adventure or a getaway,” Moorhead said. “Our clients appreciate the inroads that we make and the luxuries we can arrange. Some need, or expect, hand-holding while others relish in the services and experience we can provide for them.”
The Travel Agent is a member of the Virtuoso network of travel specialists. Less than one percent of travel consultants in the Americas are accepted in this exclusive network of agencies specializing in upscale leisure travel.
Many businesses across many industries refer to themselves as “full-service.” After navigating the ropes of the changes brought on by the Internet and picking up the pieces after the calamity of 9/11, The Travel Agent has embraced fullservice with a vengeance. “I’m especially mindful of the road traveled by our employees,” he said. “They all work very hard and they’re often placed in unrewarding circumstances, through no fault of their own. Yet, they provide outstanding service and make this business thrive every day.”
Fortunately, The Travel Agent carried no debt. Moorhead ran a tight ship and owned all equipment and vehicles. “I knew that being debtfree would buy some time and I was looking for any advantage I could find,” he said.
Prior to 9/11,Moorhead had begun dialogues with other travel agency owners. Believing that the era of “mom and pop” travel agencies was coming to an end, he put out feelers for possible acquisitions. After 9/11, he intensified his efforts and within two years acquired or merged ten different agencies into his company. Technology enabled the mergers to work seamlessly for new and existing clients. Technology also played a critical role in client relation management.
Instead of competing with the Internet, Moorhead focused on the strength of customer service. “Our agents don’t just book a flight or reserve a hotel room,” he said. “We provide a level of expertise that cannot be duplicated through a computer system. We cater to the traveler who wants a hassle-free experience.” With attention to their upscale clientele,The Travel Agent considers themselves the premier travel agency in the Indianapolis, Carmel, Fishers and Zionsville, IN areas. Sales are now $8.5 million, a 19.2 percent increase over the first quarter of 2004. The company was recently ranked as the fifth largest travel agency in Indianapolis.
“Travel has a magic appeal. It’s a business deal, an adventure or a getaway,” Moorhead said. “Our clients appreciate the inroads that we make and the luxuries we can arrange. Some need, or expect, hand-holding while others relish in the services and experience we can provide for them.”
The Travel Agent is a member of the Virtuoso network of travel specialists. Less than one percent of travel consultants in the Americas are accepted in this exclusive network of agencies specializing in upscale leisure travel.
Many businesses across many industries refer to themselves as “full-service.” After navigating the ropes of the changes brought on by the Internet and picking up the pieces after the calamity of 9/11, The Travel Agent has embraced fullservice with a vengeance. “I’m especially mindful of the road traveled by our employees,” he said. “They all work very hard and they’re often placed in unrewarding circumstances, through no fault of their own. Yet, they provide outstanding service and make this business thrive every day.”