Meet Emma: Silverdale’s Award-Winning Independent Travel Expert
We met Emma from Designer Travel to find out more about life as an independent travel agent, the benefits of booking through a travel expert and why so many customers return to her time and again.
With an impressive 39 years’ experience in the travel industry and 18 years running her own home-based travel business, Emma has helped customers plan everything from relaxing beach escapes and family holidays to cruises, tailor-made adventures and once in a lifetime trips.
We caught up with Emma to discover how the booking process works, what an independent travel agent can offer that you might not get from booking online, and which destinations are currently at the top of her own travel list.
1. Tell us a bit about you and how long you have been an independent travel agent.
I’ve worked in the travel industry for 39 years and have run my own home-based independent travel business, affiliated with Designer Travel, for 18 years.
That experience means I can help customers with everything from straightforward beach holidays to more complex tailor-made itineraries, cruises, touring holidays and special occasion trips.
I’m also proud to have received a number of leading travel industry awards and nominations, including:
- Leisure Agent of the Year – Home-based or Call Centre, Agent Achievement Awards 2026
- TTG Home-Based Travel Agent of the Year, 2025
- TTG UK & Ireland Travel Agent of the Year, 2025
- Finalist – Travel Gossip North West Ball Awards, Home Working Agent of the Year, 2026
- Finalist – TTG Home-Based Travel Agent of the Year, 2026
For customers, those awards provide extra reassurance that they are booking with someone whose knowledge, service and attention to detail have been recognised within the travel industry.
2. How does the process work when someone first contacts you about a holiday?
It starts with a conversation.
You can contact me by phone, email, WhatsApp or social media, and I’ll usually arrange a convenient time for us to talk through your plans.
You don’t need to know exactly where you want to go. We can discuss the type of holiday you are looking for, your preferred dates, budget, who is travelling and what matters most to you.
I then use that information to research suitable options and put together recommendations based on your individual requirements. For more complex trips, or for local customers who prefer to meet in person, I can also arrange a home visit.
3. Is there a charge for using an independent travel agent, or do customers pay more than booking themselves?
There is no charge for using my service.
In many cases, the price may be the same as booking directly with a tour operator, and I can also have access to ‘travel agent only’ fares, offers and rates that are not always available for customers to book online themselves.
The difference is that, alongside the holiday itself, you also have my help, advice and support throughout the booking process.
4. If you suggest holiday options, am I under any obligation to book one of them?
No. My aim is to find options that genuinely suit what you are looking for.
The more information you can give me about your plans, budget and priorities at the beginning, the more closely I can tailor my recommendations to you.
The more information you can give me about your plans, budget and priorities at the beginning, the more closely I can tailor my recommendations to you.
I invest time in researching each enquiry individually, so I always appreciate customers keeping me updated if their plans change or they decide not to proceed.
5. Can customers come to you with just a rough idea and budget, or do they need to know exactly what they want?
Absolutely — in fact, many people do.
You might know that you want some winter sun, a family holiday, a special anniversary trip or perhaps a cruise, but have no idea where to start.
That is where a conversation can really help. I can ask the right questions, narrow down the possibilities and suggest destinations or holidays you may not have considered yourself.
6. Do you arrange the whole holiday for your customers, including flights, accommodation, transfers and other extras?
Yes. I can arrange the complete holiday, which means you don’t have to spend hours searching different websites and trying to piece everything together yourself.
Depending on the trip, I can arrange flights, accommodation, transfers, cruises, tours, rail travel, ski holidays, Lapland trips, golf holidays, wellness breaks, excursions and much more.
I can also help if you have already booked part of your trip. For example, if you already have your international flights, I may be able to arrange hotels, internal flights, rail journeys, transfers or other elements around them.
Where applicable, holidays booked through me also benefit from the relevant ABTA, ATOL and package travel protection, giving customers important financial protection and peace of mind.
7. What do your regular customers avoid or save themselves from by using you rather than arranging their holiday themselves?
For many customers, the biggest saving is time and hassle.
Instead of spending evenings comparing flights, hotels, transfers, room types and reviews across multiple websites, you can give me your requirements and let me do the research for you.
You also benefit from my 39 years of travel-industry experience and extensive personal travel knowledge. I can advise on destinations, resorts, hotels, room types, excursions and practical considerations that may not be obvious when booking online.
I can also help with many of the smaller details that make travelling easier, including passport validity guidance, entry requirements, advance passenger information, airline check-in, dietary requests, airport assistance, transfers and excursions.
It means you have one person looking after the details rather than having to manage everything yourself.
8. Why do you think so many of your customers choose to use you again and again?
I think it comes down to personal service and attention to detail.
Every customer receives the same level of care, whether they are booking a short break or a major once in a lifetime holiday.
I take the time to understand individual preferences, which can make future trips even easier. That might mean remembering preferred room types, dietary requirements, airport assistance, private transfers, loyalty numbers or other details that matter to them.
Customers also tell me they value the speed of my service, the time I save them and the reassurance of knowing there is someone they can contact if they need help.
I currently have more than 560 verified five-star customer reviews, which is something I’m particularly proud of because they reflect customers’ own experiences of the service they receive.
My aim is simple: to make arranging your holiday easier and to help ensure the trip itself is as enjoyable and stress-free as possible.
9. Your top 3 destinations for:
Relaxation – Greece
This would have to be Greece for me. I’ve travelled to many Greek islands, both smaller and larger ones, as well as various parts of the mainland.
I love staying in simple accommodation, eating out locally and getting involved in the local culture. I also love the coastal walks, sunsets and, of course, the Greek food.
Winter Sun – Barbados, Gran Canaria and Lanzarote
For long-haul winter sun, this would have to be Barbados. I love the island for its people, laid-back way of life, food and amazing beaches.
For short-haul winter sun, I also love Puerto de Mogán in Gran Canaria and Playa Blanca in Lanzarote.
For short-haul winter sun, I also love Puerto de Mogán in Gran Canaria and Playa Blanca in Lanzarote.
Lots to see and do – A cruise
This would have to be a cruise. I recently returned from a Norwegian Fjords cruise with my family on Celebrity Cruises and we loved it.
There were plenty of dining choices, entertainment and activities onboard, as well as different ports of call each day. It gives you the chance to explore lots of different locations without having to keep packing and unpacking.
If you are thinking about your next holiday and would like some help turning your ideas into the right trip, please contact me in Silverdale on 0161 8264786 or [email protected]. I would be delighted to have a chat about your plans and see how I can help make the whole process easier, more personal and less time-consuming.
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