We shared recently how much Abercrombie and Kent exceed guest expectations on their luxury Tailor-Made Journeys. Not to mention how much they make booking memorable luxury trips as effortless as possible for you! We didn’t just want you to take our word about the value that A&K brings to the table, though. So, we had a solid yarn with Ingrid Hay, owner and manager of New Farm Travel, a partner with A&K for 20 years!
Can you tell us a bit about how you started out and how long you have been an agent?
“In 1994, my love of travel saw me change careers from a Kidsafe Community Health and Safety Educator to a travel agent.
Travelling with my family from age four, I have strong memories of sailing to the UK, stopping by colourful and exotic ports. I also spent a year as a Rotary Exchange Student in France, igniting my passion for France. I still love to visit as much as possible.
After graduating from my travel agency course with top marks at TAFE Adelaide, I was honoured to win AFTA Student of the Year in 1994! I joined Ansett in their retail and corporate departments, right up to their collapse in 2001.
In 2002, I moved to Brisbane for new opportunities, and within a couple of months, I was fortunate to purchase what is now New Farm Travel. That was 21 years (and many awards) ago!”
Why do you book with A&K?
“My relationship with Abercrombie and Kent started in the early years of my business, and they’ve been a strong partner ever since. My A&K BDM recognised my potential business demographic, investing time to educate us on all things A&K. It was a crash course in selling luxury! Our first A&K sale was a Nile Cruise in Egypt, a trip valued at $10,500!
I love booking with A&K as I trust the product, have a strong relationship with them, and feel confident that my clients will be well and truly looked after when travelling.”
What makes A&K special to you?
“A&K is special to me as they have been a part of my business success. Over the past 20 years, through being a Connoisseur Club Member, my luxury client database has exponentially expanded. I know my clients are always in great hands when they’re travelling with A&K.”
Have you had first-hand experience travelling with A&K? Can you tell us about it?
“I travelled to Rajasthan in India on a famil led by Ann-Marie. I can honestly say I felt like a princess for the entire journey. Everything was perfect, and staying in a suite at Udaipur’s Lake Palace is an experience never to be forgotten. To see firsthand what your clients experience, shows you what great care they’ll be in when they travel with A&K.
Also, as a Connoisseur Club member, I have experienced Australian Luxury Hotels and sightseeing the A&K way. A memorable surprise was a helicopter flight from Mornington Peninsular to Melbourne Airport after a club retreat at Jackalope Hotel.”
What are your repeat client numbers like? What makes people keep going back for more?
“New Farm Travels’ clients want to experience destinations not visited before, knowing they will be pampered, safe and staying in the best accommodation available. They also love A&K’s knowledgeable guides and experienced drivers. With A&K offices in more than 55 countries, there is always somewhere new for clients to explore.”
What sort of clients travel with A&K?
“My clients that book with A&K are discerning, demanding, well-educated, and always looking for that personalised exclusive and innovative experience.”
How have A&K supported you, and what sets them apart?
“I believe A&K and New Farm Travel work as a team, supporting each other to ensure mutual growth. With regular BDM meetings and annual Connoisseur Club meetings, we have healthy two-way communication. I know my feedback counts with A&K.
We have also worked together hosting regular client functions. These are well attended and generate new bookings.”
Any standout moments/where they’ve gone above and beyond?
“Of course, A&K are famous for this! Let me tell you a story from my time in India.
As my mother was born in Ajmer, the local A&K operator took me on a private excursion, a day’s drive from Jaipur. We visited the house where mum was born, the church where she was baptised, and the two schools she attended! It was unreal.
While my story is unique, the willingness to go above and beyond isn’t. Abercrombie and Kent go the extra 100 miles to exceed my client’s needs”.
Tips for new agents on how to book and why?
“When I started to sell A&K, I spent a lot of time explaining prices to clients. Nowadays, it is not an issue because I understand the value of how my clients are looked after by A&K when travelling. They go over and above expectation to ensure clients have the best experiences. One of my clients send this testament. – ‘I have to say it has been an incredible trip. A&K have provided exceptional service and the itinerary has been fantastic.’
One of my first A&K group bookings was for ladies who trek one of the Great Walks of Australia every year. I book Great Walks of Australia through A&K so I can add pre and post accommodation. They just completed their 10th walk in 2022 by doing the Maria Island Walk in Tasmania, staying at MACq01 in Hobart before the walk and then Sapphire Freycinet after the walk.
My tip for new agents is to start by using A&K to book domestic Luxury products. They have excellent rates for properties both domestically and globally, and can curate amazing personalised, money-can’t-buy experiences that clients will treasure forever.”
Can you share some black book experiences your clients have enjoyed?
“I currently have clients at the Oberoi Apartments, Agra. They are 5-star travellers, though it’s their first trip with A&K. They have been text messaging since they arrived, telling me how amazing everything is. In their words, ‘A&K are the next level up from anything previously experienced’.
I can’t wait to hear from them when they are staying at the Lake Palace, Udaipur – which was their bucket -place hotel!”
Where is next on your travel wish list?
“High on my wish list is to do A&K’s Great Migration Safari, extending to include seeing gorillas in Uganda. I can’t wait!”
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