TTG – Luxury Travel News

Have extra mercy

For Jess and Laurie, premium service is the foundation of their brand. The VIP treatment begins in their Newquay store which, with its seaside address, puts customers in holiday mode before flipping through a brochure.

“Our location is fantastic,” says Jess. “It’s warm and inviting, very private, and the view overlooking Towan Beach is spectacular.”

She adds that the interior of the store has been beautifully decorated to create a “luxurious atmosphere” where customers are greeted with refreshments as well as personalized branded ticket wallets once they have made a booking. “The feel and atmosphere is a level above the more commercialized and larger travel agencies,” she says. “We want to know everything about our customers, because then you can really personalize it for them. This allows us to anticipate customer needs ahead of time.”

“We would like to go the extra mile. We will do this without the customer asking for it,” she says. “We’ll be looking to get everything from free bottles of wine and fruit baskets to late check-outs and room upgrades. We want to push the boundaries so that the client remembers us and says, “Wow, that was a really nice gesture.”

It takes a village

Jess and Laurie have also connected with the Newquay community, teaming up with local traders to promote their brand and foster mutually beneficial relationships.

“The businesses in our immediate vicinity are absolutely wonderful,” says Jess. “We’ve had incredible support from local surf schools who want us to create surf packs, for example, and also allow us to advertise on their life jackets.” L&K also tied up with two local photographers who helped them create high-quality marketing tools for the business.

“We want to be immersed in the community,” she adds. “We’re not a hard sell – we want to make and create something perfect for you, something you’ll remember for years to come.”

Smart events

Jess and Laurie are keen to spread awareness about L&K Travel, especially ahead of the busy summer season. The couple hosted a promotional day in Killacourt, Newquay on Saturday, May 25, two days before the opening of their seafront store. The event was attended by over 100 members of the public, with the Mayor of Newquay cutting a ribbon to celebrate its launch.

There was also live music by C Bone, free ice cream, goody bags and a brochure display, as well as bouncy castles for children and a raffle in aid of RNLI Newquay.

As for their long-term vision, Jess and Laurie are keen to grow the business as much as possible over the next few years. While they are happy with their current location, they may upgrade to a larger location and are also looking to hire additional staff in the near future.

“It’s just me and my husband at the moment, but we’re planning to expand,” adds Jess. “When the opportunity arises, we will be 100% bigger and better!”