Bicton Travel’s Byron Horne celebrates his eighth anniversary of working with the multi-award-winning travel agency this year. The passionate cruiser and travel professional shares some of the secrets of his success.
As the popular Assistant Manager of Bicton Travel, a Virtuoso member and part of Luxury Travel Collection, Byron has worked in several sectors of tourism and the luxury travel industry since his career began in South Africa 30 years ago.
His advocacy for “the magic of cruise” has led to many awards, the most recent including CLIA Cruise Consultant of the Year Australia 2023, Virtuoso Cruise Icon 2024, and Viking Cruises’ Top Consultant of the Year 2023.
What (or who) inspired you to go into the travel industry?
For as long as I can remember all I’ve ever wanted to do was travel. Originally, I dreamed of being a pilot. I think my love of flying and travel was inherited from my father, as he has his private pilot’s licence and a Cessna 210.
Growing up on a farm in rural Namibia, this was the easiest way to get around. Bad eyesight and not being all that gifted in the math department meant being a pilot was out of the question for me, so the travel industry was the next best thing.
What initially attracted you to the cruise sector of the travel industry?
Back when I started as a travel professional in South Africa, we didn’t know much about cruising and we rarely sold it. Over the years, as its popularity grew, so did my interest and I got as involved as I could.
My very first cruise was in 2008 on Celebrity Century in the Med. I thought I’d died and gone to heaven. I was immediately addicted. There’s something about being at sea that is so magical and after being on so many cruises – the feeling never goes away.
What are the biggest changes you have seen in the cruise industry, particularly in the luxury and expedition space, since you’ve have been in the travel business?
Thirty years ago, cruising was very much in its infancy in terms of expedition, unless you were prepared to sail on one of those Russian icebreakers! I’ve really seen the biggest change and growth in the adventure and expedition sector. This has opened availability and options for many who thought expedition cruising would never be for them.
The only luxury ship I knew about back then was Cunard’s Queen Elizabeth 2, which was something I only wished I could sell, let alone cruise on! Obviously, since then a lot has changed. Luxury ships abound with a huge range of options to choose from and there really is a cruise to suit everyone.
Having grown up in Namibia and then South Africa before settling in Perth, which has been home for the past 15 years, how many countries have you visited or lived in?
I did the ‘working-holiday-visa’ adventure in the UK and thought I’d backpack through Europe. Anyone who knows me would agree that was a huge mistake, so I found a job in a little travel agency in Surrey which worked out brilliantly.
I saw quite a bit of Europe with not a backpack in sight! I’ve been to 50 countries so far… and counting. I’ve been on 89 overseas trips and on 37 cruises totalling 256 nights. Maybe I am just slightly obsessed?
Do you have any favourites among those places, or destinations that are still on your travel wish list?
I’ve recently returned from the most amazing expedition to the Arctic with Ponant. This wasn’t ever on my bucket list, but it left me speechless!
The Med in summer is a tough one to beat, and as far as cites go, I’m crazy about New York.
My next big adventure is an expedition cruise with Viking to Antarctica in January, and I’m very excited about this one!
What do you see as the key trends in the cruise industry over the next few years?
Interest in small-ship cruising and expedition isn’t slowing down. Luxury and ultra-luxury cruising will continue to soar in popularity as clients who are loyal to cruise start upgrading their experiences from the mainstream larger ships and realise the incredible value that can be found in this sector of the market.
Longer, slower cruises that are more destination intensive will increase, as well as cruises to lesser-known parts of the world.
Do you suggest alternative destinations for clients who want to visit over-touristed places such as Barcelona, Venice and Santorini?
Very much so. As lovely as these ports are, there’s only so many times you want to visit the same port and it’s worth venturing further afield to lesser-known areas. I suggest smaller ships that can get into smaller, less crowded ports that larger ships can’t access.
If the popular ports are a must-see, then I suggest visiting early or late in the season when the crowds have subsided. That’s where the good deals are, too!
You have won several top awards – what are the services you offer clients that keep them coming back – and attract new clients?
I really do have the best job in the world. I do what I love every day at Bicton Travel and my love and passion shines through to my clients. I’m not an order taker, I’m an advisor and that’s my job – to advise clients – and that’s exactly what I do.
I’m probably too honest and have been known to say no to booking a product or cruise for someone, when I know they won’t like it. This creates a fantastic relationship with my clients that is built on trust. I’m very privileged to have so many referrals, which is already a winning formula.
For my new Bicton Travel clients, there are three words: qualify, qualify, qualify!
I spend time having a chat, getting to know them and really ensuring I find out they’re looking for. So often they’ll walk in with an idea of what they want and walk out with something completely different.
It all comes down to trust.
What are some of the most challenging aspects of your job?
Time! I know it’s a cliché but there just aren’t enough hours in the day. I’m my own worst enemy by trying to get everything done instantly which isn’t always possible, unfortunately.
There is still a noticeable shortage of experienced people in the industry. So much of the knowledge and expertise we rely on takes years of work and personal experience to build up. We’ve lost so many knowledgeable industry professionals over the last few years – it’s going to take a long time to get that knowledge and experience back in the industry.
What are your personal top three luxury cruise experiences and/or destinations?
My top luxury cruise experiences have actually been expedition cruising – much to my own surprise as I don’t really put myself in that category. Silversea Expeditions in the Kimberley and Ponant in the Arctic were just fantastic!
The barefoot luxury to be found in the Maldives literally stole a piece of my heart. I think everyone in the industry needs to spend one week a year in the Maldives. Nothing beats it.
The experience, service, glamour and luxury found on Regent Seven Seas Cruises is truly exceptional. I only had one complaint about my cruise on the Splendor – it was too short!
For more information, visit bictontravel.com.au
