NEWS as it hosts 682 delegates in Greece. Andrew McQuarrie reports from Aldemar Olympian Village


Agency outlines plans to improve store profitability


H


Hays Travel brand ambassador Davina


McCall is revealed on stage


Claire Gibson


ays Travel revealed it will focus on growing the profitability of each of its stores in 2026 as the company attempts to navigate rising costs, including wages, rent and energy.


Jonathon Woodall-Johnston, the group’s chief operating


officer, told the agency’s annual retail conference that “driving profitability, productivity and performance” was being introduced as a strategic priority for next year. He said some branches are performing “exceptionally


well”, but added: “We’ve identified some areas where we’ve got an opportunity to further increase the profitability. It could be that we need to negotiate better on the rent or it might be that we need to introduce foreign exchange for that business.” The company will be looking closely at every branch’s


income from commission and foreign exchange, as well as costs including salaries. Woodall-Johnston said: “It’s about how we maximise


profitability through our teams. And we need to think about what we can do as leaders and managers to ensure we’re investing in our teams to get the best out of them. We want to fulfil our vision of being the UK’s most profitable independent travel agency.” He cited April’s rise in the minimum wage and


associated pay increases as a challenge being faced by many businesses, with rent levels another rising cost. “Landlords were a little bit more flexible during Covid,


transaction time by 30%’


their talent, personality and selling skills. We’re expecting the time to process a transaction through the system to reduce by 25-30%. “That’s going to allow our frontline


salespeople, Independence Group members and homeworkers to spend more time with the customers, generating sales.” Hays Travel chair Dame Irene


Hays (pictured) said: “ISell has been a tried-and-trusted platform; this will take it to another level.”


Jonathon Woodall- Johnston


but they’re now being a bit more robust. So we are seeing rent and rates slightly increasing,” he said. Rising energy costs are another challenge, Woodall-


Johnston noted, but the business is trying to limit their impact by installing energy-efficient lighting and heating as it carries out its store refit programme. “Because of the scale of Hays Travel, marginal changes


make such a big impact to the bottom line,” he said. In addition to driving profitability, productivity and


performance, Hays Travel’s 2026 strategic priorities are to achieve an even balance of sales across short-haul, long-haul and cruise; to deliver exceptional customer experiences; and to revolutionise its selling systems.


‘Disruptive campaigns will get peaks off to smashing start’


Hays Travel is planning to “smash” peaks by running a pair of “disruptive” campaigns, with the first to begin before Christmas. Head of marketing David McNiven told


the conference that the first campaign would launch on December 23 and the second would be introduced in January. Highlighting the aim to “smash” peaks,


he said: “These disruptive campaigns are going to give you such a good start to the peaks campaign and I can’t wait to share more details with you.” Before Christmas, he said, agents


will be asked to arrange their shop windows in a particular way,


travelweekly.co.uk


David McNiven


making use of TV screens, window hangers and window vinyl. “We want to make sure that when people are walking past the shops, they can see what we’re


going out with [for peaks] and we can build excitement,” McNiven said. “Some of the feedback we’ve


had before is that, in January and February, we’ve got so much going on but it doesn’t always scream to the customer that this is our campaign. We’re going to change that – we’re going to make that a thing of the past.”


20 NOVEMBER 2025 11


PICTURES: Alice Lelliott


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