Q: When and why did you decide to make travel your chosen career?
A: I stumbled into the travel industry in 2005 after burning out as a disability carer. I saw an ad for a position at Flight Centre and, despite having only travelled to Bali and Queensland, I applied.
During my interview, I ended up selling a pot plant over the phone and next thing I knew, I was in the industry! It felt like fate and I’ve never looked back. It’s truly the path I was meant to be on.
Q: What have been the highlights and the lowlights of your time in travel?
A: I try not to focus on the lowlights – even COVID wasn’t a negative for me. It gave me the time and opportunity to complete my Cert IV in Training and Assessment, which allowed me to become a qualified trainer.
So far, the highlights have been being recognised for our training and the impact we’ve made in the industry. I’m proud of the direction I’m heading, knowing what I want to achieve and the fact that we’re finalists in two categories at the National Travel Industry Awards (NTIA) this year.
It’s incredibly rewarding to see people eager to join Connected Travel and to have so many willing to share their time and be a part of our educational programs. I’m confident there are many more highlights to come.
Q: What led you to launch Connected Travel in 2017?
A: I’m a big dreamer with a clear vision and I didn’t want to be constrained by rules and regulations that didn’t align with my values.
I wanted to build something better, be the face of my own brand and create travel experiences that truly reflect my passion. That’s how Connected Travel was born.
On the academy side, I kept hearing people say, “I wish I could do what you did, but I’m too old now,” or “I wish I worked in travel but I don’t have time to learn something new,” or “that was my dream job but it’s too hard to juggle with life.”
They believed it was impossible. I saw an opportunity to prove them wrong and make it possible.
I wanted to fill the gaps in the industry, provide flexible learning and create a space where anyone could step into travel, no matter their age, background or schedule.
Running things my way has allowed me to bring this vision to life and I’m proud to have built a place where dreams can become reality, even when others said it couldn’t be done.
Q: So what are the aims of the Connected Travel Training Academy?
A: Our mission for the academy is to bring more people into the industry and elevate the role of the travel agent to a respected, professional career.
We focus on education, providing not just a qualification, but also the practical skills and knowledge that a certificate alone can’t teach.
One of our goals is to prevent the MLM structure from expanding in Australia like it has in the USA and UK. People often don’t realise the complexities of being a travel advisor until they go through our program and that’s something we’re passionate about showcasing.
Q: Many industries have a lack of staff post pandemic. How bad is the situation in the travel industry?
A: The staffing shortage in the travel industry is a significant issue, not just in Australia but worldwide.
Many businesses have approached us, asking if we can train their new hires or help them onboard those studying their qualifications, as they simply don’t have the time to train newcomers themselves.
This really highlights how much the industry is struggling to find skilled professionals. A qualification alone just isn’t enough, as the recent Australian Travel Industry Association (ATIA) survey shows: 84 per cent of businesses report a shortage of suitably skilled travel consultants.
At the same time, there are people eager to become travel agents, but many don’t want to work in a traditional retail setting. They want to run their own businesses.
While they’re keen to fill the gap in supply, the challenge is they often don’t realise the practical skills they’re missing beyond the qualification. It’s a catch-22 that’s affecting every part of the industry.
That’s why training programs like ours are so critical right now. Businesses need people who can hit the ground running and we’re here to ensure they’re fully prepared for this fast-paced, ever-evolving industry
Q: Do you think ‘travel agent’ is still regarded as a wise career choice?
A: Absolutely, yes. Becoming a travel agent is a wise career choice, especially now with travel demand surging and the workforce struggling to keep up.
The role has evolved beyond booking trips – agents are now trusted advisors, offering expertise and personalised service in a complex, ever-changing travel landscape.
However, it’s important to ensure the role remains professional and valued. While it’s great that anyone can now become an agent, it also poses risks if people aren’t properly educated about their responsibilities.
Without the right training and qualifications, it can undermine the profession – hence why we find Connected Travel Academy plays an important role here.
It’s crucial to educate both the public and aspiring agents to ensure they understand the skills and knowledge required. When done right, being a travel agent is not only rewarding but essential in today’s complex travel market.
Q: You mentioned the NTIA’s. What would it mean to you to win?
A: Being a finalist already feels like a win to me. Don’t get me wrong – I love winning and I’m incredibly competitive! But when the outcome is beyond your control, it’s a different mindset.
Winning would mean expanding our reach, educating more people and showing that a small town Pakenham mum who stumbled into the industry can make a big difference.
It’s about proving that even the “little guys” can have a huge impact in this space and that’s what really excites me.
