Q: What is it that delights you most about the opening of Helloworld Travel Gisborne?
A: It’s an incredibly exciting time and I’m genuinely enthusiastic about this new chapter.
More than ever, customers are looking for a personal connection – someone they can sit with, dream with and plan their perfect holiday alongside.
Opening our store now feels perfectly timed as the travel industry is evolving rapidly. With the power of technology and AI alongside trusted, old-fashioned customer service, we’re poised to deliver something truly special.
It’s a perfect blend of innovation and human touch and I’m thrilled to be part of it.
Q: Why did you decide to become part of the Helloworld Travel family?
A: Helloworld Travel has deep roots in the travel industry and from the very first moment I enquired about joining, the support has been exceptional.
From concept to store build, product access and internal systems – everything has been streamlined and thoughtfully guided.
It made what could have been a daunting process of launching a brand new business feel smooth and achievable.
What really stood out was the personalised support. Unlike being just a number in a larger organisation, with Helloworld Travel you feel genuinely seen, supported and part of a close-knit family.
Left to right: Adrian Boccia, General Manager of Network Development at Helloworld Travel, Paul and Janeene Lewis, Franchise Operations Manager Branded & Associate Networks, at HT Gisborne.
Q: How will your local knowledge and experience in the industry help in running and expanding the business?
A: I feel really lucky to have both industry experience and strong ties to the local community.
Understanding what matters most to people in our area – whether it’s family holidays, special celebrations, or those once-in-a-lifetime trips – really helps me connect with customers in a meaningful way.
I don’t pretend to know everything, but I do know how important it is to listen, offer honest advice and provide support throughout the travel planning process.
I think that genuine care, combined with the knowledge I’ve gained over the years, will help the business grow naturally and build trust within the community.
Q: With the amount of travel product available online, do you think the role of a travel agent is more important than ever?
A: Yes. I’ve been a passionate advocate for the travel industry for more than 25 years and throughout that time, I’ve never seen the internet as something to fear – I’ve embraced it.
I was using tools like Google Maps and Tripadvisor with my clients long before it was common practice, because I’ve always believed it’s important to listen to people and meet them where they’re at.
Today, I use a mix of technology – from Google and AI to my own travel knowledge and industry connections – to guide clients in a way that’s both informed and personal.
The reality is many people feel overwhelmed by the sheer volume of information online and that confusion doesn’t just affect one generation – it’s across the board.
My job isn’t to replace online tools – it’s to complement them. I listen, I guide and I help bring everything together so that we can create the holiday they’ve been dreaming of, with confidence and clarity.
For me, it’s always about truly listening – not just with your ears, but with your eyes and your heart.
Q: What are your thoughts on how the travel industry looks at the moment?
A: It’s such an exciting time to be part of the travel industry again. We’ve come a long way since the challenges of COVID and now we’re entering a new era where technology is evolving rapidly and customer expectations are shifting just as quickly.
To keep up, we need to embrace that change – not just in the tools we use, but in how we support our customers.
For me, that means being flexible and meeting people where they are. Our office isn’t just a nine-to-five space anymore. I offer after-hours consultations, work with clients online and adapt to what suits them best.
Just last week, I helped a lovely couple from Wales plan their trip to Australia, all online. That kind of accessibility and care is what people really value.
I also believe it’s important to extend that same flexibility to our team. If people enjoy their work and feel supported, that energy flows through to our customers.
I’m proud to be part of an industry that’s reinventing itself and I’m happy to be part of that positive change as we look forward to a bright future for travel.
Q: Is there one particular segment of the travel business that’s booming for you at the moment and what are the ‘hot’ destinations?
A: What I’m really seeing is a strong desire for flexibility – not just in how people plan and book their holidays, but in how they want to travel once they’re away.
More and more customers are looking for independent travel experiences. They want to explore in their own way but still feel supported with expert guidance behind the scenes.
I’ve been working on quite a few large independent FIT journeys through Europe, which allow travellers to move at their own pace, while still having structure and confidence in their plans.
At the same time, Japan has become incredibly popular with families, thanks to its culture, safety and mix of tradition and fun.
Looking ahead, I believe the Philippines will become a standout destination for leisure travellers from Australia. It has so much potential and we’re already seeing growing interest.
Another area I feel strongly about is inclusive travel. We’re starting to see a real shift toward ensuring people with additional needs are considered in travel planning, not just overseas but here in Australia too.
There’s still work to be done across the industry, but it’s encouraging to see progress, with companies like Disney leading the way with inclusive travelling. I believe Emirates is also catering for those with sensory needs.
It’s a really exciting time. The demand is there and the industry has an opportunity now to evolve in ways that are more inclusive, more flexible and more meaningful for every type of traveller.
Q: Finally, what is it about working in the travel industry that you love so much?
A: I’ve been fascinated by maps and the world beyond since I was five years old, so working in travel has always felt like the perfect fit.
This industry has given me so much over the years – incredible experiences, meaningful connections and a real sense of purpose. Now, as I’ve reached a new stage in life, I feel it’s my turn to give something back.
Helping people plan their holidays isn’t just about flights and hotels. It’s about being part of some of the most special moments in their lives. As my former mentor, Alison Crabb, used to say, “We have important work to do.” That’s always stayed with me and now more than ever, I believe it to be true.
It’s a privilege to do this work and I feel very lucky to be part of an industry that brings so much joy to others.
