Dugan's Travels, a host agency founded in 1997, is making strategic investments to bolster support for its independent travel advisors. The agency is focusing on strengthening its internal team, refining educational programs, evaluating technology, and deepening supplier relationships to ensure advisors have the resources they need to thrive in a changing travel industry.
Owner Jennifer Dugan emphasized that the goal is not simply growth but improvement. "We've never wanted growth just for the sake of being bigger. We want to be better," she said. This philosophy is driving a comprehensive review of how the agency supports its advisors, from behind-the-scenes operations to client-facing tools.
One key area of focus is the support team. The agency is reassessing how responsibilities are divided among team members Christina, Shari, Tracy, Joleen, Cecily, Barb, and Jennifer. By aligning individual strengths with specific roles, the agency aims to provide clearer communication and more effective assistance. "We have talented people with very different strengths," Dugan noted. "Part of my responsibility as a leader is recognizing those strengths and figuring out where each person can make the biggest difference."
Education remains a cornerstone of the Dugan's Travels experience, but the approach is evolving. The agency is enhancing its webinar program and developing initiatives tailored to advisors at different stages. The Five Star community for established advisors will continue to offer advanced learning opportunities, while newer advisors receive foundational training. A notable addition is the "Hear From Our Peers" series, where advisors share real-world experiences. Upcoming sessions include an advisor discussing how her passion for Scotland became a specialty, illustrating how personal interests can translate into business success.
Dugan's University (DU) remains a vital part of the community, bringing together advisors, team members, and supplier partners for education and networking. The agency is planning future DU events with a focus on enhancing the experience, from new-agent activities to supplier involvement, ensuring attendees leave with actionable insights.
Technology is also under review. The agency is evaluating CRM options with an emphasis on functionality, usability, and cost. "We want technology to solve problems, not create new ones," Dugan said. The decision-making process involves testing and assessing whether new tools genuinely improve the advisor experience.
Supplier relationships continue to be a priority through the Inner Circle program, which fosters deeper partnerships with suppliers eager to engage with the advisor community. These collaborations create opportunities for education, marketing, and product knowledge, with planning already underway for the next year.
Importantly, the agency recognizes that improvement doesn't always mean adding more. Sometimes it involves refining existing processes, clarifying roles, or eliminating inefficiencies. "Our next chapter isn't about seeing how many more things we can add. It's about looking at everything we're doing and asking: Is this useful? Is it working? Is the right person handling it? And does it ultimately help our advisors?" Dugan explained.
As Dugan's Travels moves forward, it remains committed to its founding principles of supporting advisors in building sustainable businesses. The tools and industry may change, but the emphasis on people, relationships, and education endures. "We're going to keep trying things, learning, listening, and adjusting," Dugan said. "What matters is that we're willing to keep looking at ourselves and asking how we can do a better job."
For more information about Dugan's Travels and its services, visit https://duganstravels.com/.
