The power of a successful advisor is all in personalisation, and it often means going above and beyond to help a valued client. Here are five stories of advisors who did just that.
The missing leg
When Lisa Maddox, an independent affiliate of Spencer Travel, got the call that a client had left his much-needed prosthetic leg behind when he’d left for a cruise, she knew she needed to act fast.
Andrew Buchanan had polio as a child and has a special “swimming leg” which he attaches and uses every morning.
“I had booked a cruise and when they flew to Buenos Aires, he realised he didn’t have his swimming leg,” says Lisa.
Andrew’s wife Kate says, “His morning swim is what sets him up for the day and without it, he can get cranky. We needed that leg”.
“The ship was sailing the next day and we thought there’s no way we are getting the leg.”
Lisa contacted multiple couriers, but it was a public holiday, and she couldn’t find a way to get the leg to them.
“I found one flight out of Sydney to Buenos Aires leaving a couple of hours later and said to my husband, ‘fancy a trip to Buenos Aires’.”
“He made it just as the flight was boarding. Nineteen hours later he arrived with the leg and they had dinner together and then my husband returned and Andrew went straight to the pool!”
The following year, said husband Mark Maddox was sent a case of wine with the note “Happy Leg Anniversary!”
Lisa says even though Mark doesn’t work as an advisor, it’s a family business and he was prepared to do his part to help out.
“This type of service all comes down to personalisation, understanding your clients, and sometimes having family willing to step up for the family business.
“A good advisor can make the complex, simple. The more I know about a client, the better I can service them. I have many clients who I’ve been working with for years, booking holidays for the family and now booking for the next generation.”
She says clients want an advisor who understands the kind of travel they enjoy and who they can trust.
“I think that once clients start working with a trusted advisor they understand the value they can provide. It’s years’ worth of knowledge, connections, relationships, love of travel – stuff you can’t get on the internet.”
The lost engagement ring
Many people lose jewellery when they travel, but when it’s an engagement or wedding ring, emotions are running high.
When Lauren Benson from Benson Bespoke booked a client on a seven-week European trip with extended family, they were moving around frequently, and sadly, that’s exactly what happened – an engagement ring was left in an airport lounge in the Middle East.
Lauren says the ring was taken to lost and found and she immediately stepped in to resolve the situation.
“I coordinated with another client who was set to travel two days later, securing the necessary approvals for them to retrieve the ring in transit.
“To ensure everything went smoothly, I arranged VIP escorts to guide them through transit, lost and found, and onto their connecting flight, as well as an escort in Italy to deliver the ring directly to our client’s hotel.
“By leveraging my connections with airline and airport departments, I was able to reunite the client with her ring, preventing a potential disruption to their trip.”
She says the clients were so grateful, they’ve stayed in touch ever since, and are still one of her top clients to this day.
Lauren says she feels this sort of personalisation is thriving in the industry and more valued than ever before.
“We don’t see ourselves as just agents, we are business owners being independent contractors and have such a huge support system internally and externally that allows for the bespoke and personalised approach to all our clients.”
The birthday surprise
When Travel Inspirations Managing Director, Chris McIlroy talks to her clients, she always asks them ‘why’ they have chosen a particular destination.
“Sometimes it is a milestone birthday, perhaps a wedding anniversary, a celebration for retirement or even returning to good health after severe illness.
“Part of us building our special relationships with our clients is not only getting to know their travel needs but also getting to know them personally.
“Our clients often confide in us and we love to organise secret surprises and WOW factors for their trips.”
So when a client of Chris’ happened to be celebrating her 50th birthday, Chris organised for her to be the first guest to enter the Taj Majal on that day.
“Our client knew she would be visiting the Taj early that morning to beat the crowds, but what she did not know was that we had secretly liaised with her husband to speak with the local guide about ‘going that extra step’ the day prior to her birthday to see what could be done on that morning of her special birthday.
“By tipping the tour guide and guard, they had the inner chamber to themselves for five minutes and the guard chanted “Happy Birthday” in Hindi.
“Throughout the whole trip, we had VIP’d the clients. Hotels had organised little surprises such as flowers, cakes, etc, but she did not expect that to happen at the Taj. Her emotional reaction was one of pure surprise, gratitude, a little overwhelming, and brought happy tears to her eyes.”
Chris says ultimately it was their contacts with their supplier, the hotels and tours guides that enriched this special birthday experience.
“I do think that the clients value our experience and suggestions, our support when things go off track, and really knowing what each client’s needs are, often without them asking, is a level of personalised service that no ‘online or AI’ can provide.
“Knowing your clients allows you to be proactive and make suggestions on not only destinations but also products and services, often resulting in increased sales, and better experiences for clients.
“We are always asking clients for the future bucket list experience so we can be proactive when something is released that will suit them. This builds a stronger relationship, trust and repeat clientele.”
The road trips
For Ivona Siniarska, Director of Take Off Go, travelling a six-hour round trip to drop off an itinerary is all part of the job.
“One of my favourite guests is Colin, a gentleman in his 70s from Bendigo. Colin isn’t your typical traveller. He has a deep appreciation for tradition and only flies first class every few years to the UK.
“What makes Colin unique is his old-world charm and approach to life. We don’t exchange emails or have phone consultations – every booking begins with a coffee date in Melbourne. He commutes by train, and I travel from the southeast suburbs.
“When we meet, Colin always arrives in a dress shirt, smart jacket, bow tie, and top hat, looking like a dapper gentleman from the 1950s.”
Ivona says Colin loves exploring the champagne and wine lists, and she adores watching his eyes light up as they discuss every detail.
“Once everything is confirmed, Colin prefers to pay by going into a bank to make a transfer – true to his traditional ways. For the final step, I print out his travel documents in full colour and then take a three-hour train ride to Bendigo to deliver them in person.
“The itinerary handover becomes an event – a lunch where Colin proudly introduces me as his travel agent.
“Despite the six-hour round-trip journey, I love these Sundays. Seeing Colin’s joy as he flips through the documents and anticipates his first-class journey is worth every minute. He always sends selfies from his travels, bragging about the champagne he’s enjoying mid-flight.”
Ivona says instead of ‘client’, she prefers the term ‘guest’.
“I feel fortunate they chose me. Each person who books with me becomes a guest of my service, and it’s this sense of trust that makes my work so meaningful.
“I believe that while some personalisation may be diminishing in parts of the industry due to digitalisation, there’s still immense value in offering high-touch, thoughtful service.
“Guests like Colin remind me why these moments of care matter. They create memories, foster connection and make the experience unforgettable for both the traveller and the advisor. Taking the time to understand each guest’s unique needs – even if it means slowing down – makes a world of difference. This kind of care isn’t just a task; it’s a passion, and it’s what makes those long days and extra miles so worthwhile.”
When tragedy strikes
When Robyn and Murray Sinfield of Home Travel Company travelled to Melbourne for a break, they didn’t expect to be caught up in a tragic event, but it is evident of the lengths some travel experts will go to be there in a time of need for their clients.
“We had flown into Melbourne and had been chatting to our friend, Qantas Club Manager, Glenn, and went off to enjoy our personal weekend when our phone rang. It was Glenn again explaining that one of our clients had just left the steps of the QantasLink flight from Devonport and had a massive arrest on the tarmac.
“He couldn’t reach the man’s wife and he wondered if he cleared it would we go to the Royal Melbourne and be with our client. So we cancelled our plans to be with our valued client who was a motivational speaker in the car industry and who, over the years, we had grown to know very well.”
“We sat with him for hours on the Saturday all the while trying to reach his wife, who was going about life in Tasmania with no knowledge of her husband’s situation.
“We went home to our hotel to sleep and finally raised his wife by phone, so we booked and paid for her travel and I went back to the Royal Melbourne whilst Murray drove our rental car to Tullamarine to collect and bring her back to the hospital.”
“She made it just in time as he passed shortly after, so we stayed and helped her plan the necessary to get them both home to Tasmania, helping with all the formalities.
“Our story started with Glenn and his personal touch knowing we often pass through Melbourne, so it’s about our relationships and contacts that help us almost daily, especially when faced with a crisis to sort for our valued clients.”
While situations like Robyn’s are the last place you want to find yourself, in an emergency or crisis, “we are there 24/7”, says Robyn.
“We advocate on our client’s behalf when an airline is not playing the game. We seek waivers and favours for our clients when help is most needed and we help them before, during and after the experience.”
Regardless if it’s a missing leg, lost ring, milestone birthday, special treatment for an old-school client or a tragic event, travel advisors are proving their worth in ways clients will never forget, and the winners, in the end, are those with longstanding relationships with a valued travel expert.
For more information, visit Spencer Travel, Benson Bespoke, Travel Inspirations, Take Off Go, Home Travel Company.
