What does it take to win the Most Outstanding Sales Executive – Air award? Delta Air Lines’ Nicole Laurie shares the secrets of her success with Karryon after taking out the gong at this year’s Australian Federation of Travel Agents (AFTA) National Travel Industry Awards (NTIAs).
Considering this was the first NTIA since 2019, how special does this award feel?
This feels very special. I am so excited and truly honoured to have won the Most Outstanding Sales Executive – Air award. With all that we have endured over the last few years, I feel even more grateful to have received such an accolade and recognition at this time.
I love attending NTIA. It gives our industry such a fabulous opportunity not only to recognise achievements and celebrate success but, most importantly, to come together and reconnect.
Unfortunately, due to overseas family commitments, I was sadly unable to attend this year’s event. However, I am grateful to the Delta Air Lines team for all of their support and for including me from afar with a cardboard cutout of my face networking the room!
To what do you attribute your win?
I think there were a few contributing factors. Firstly, I am grateful to work for a company that takes pride in supporting our agency partners at the highest level.
Adapting to clients’ changing needs and being there for them has been more important than ever. Delta has a listen, act, listen to philosophy which goes hand in hand with my customer-centric style, always putting the client first.
I have worked in many different sectors of the travel industry, which I think allows me to be empathetic to clients’ needs and inspires me to go above and beyond to try to assist.
I also think the change in the submission process this year worked well. Submitting a video gave me the opportunity to be authentic and articulate myself in a way that is more difficult to get across on paper.
Lastly, my team. I am very fortunate to be a part of a great, supportive team who helps each other out on a daily basis.
How has the pandemic changed the way you operate?
There is no normal or cyclical behaviour anymore. There is a lot more thinking outside the box and adapting to clients’ changing needs. Searching for and embracing new opportunities is also key. And importance of solid relationships is more important than ever.
Where to now for Delta Air Lines and aviation?
Capacity has been a challenge. However, with increased demand, we will see capacity return to the market. I am excited to say Delta is increasing Sydney to Los Angeles services from 18 December to 10 flights per week.
Premium cabins continue to be in high demand, which is great for Delta, having the only suite with privacy doors on the Trans-Pacific.
The importance of sustainability will continue to increase, as will diversity, equity and inclusion – both priorities for Delta, now and into the future.
What do you love most about the travel industry?
I am incredibly passionate about the travel industry for many reasons. I think what I love the most are the excitement, opportunities and connection. Through our work, we really do bring the world and people closer together.
There are great opportunities for not only career development but to explore this fabulous planet of ours.
I also find the travel industry quite unique in terms of the connections and camaraderie we have. Many clients and colleagues are close friends, so we work in a pretty special industry when this happens.
For more information on Delta, click here.
