Destination Lounge opens second branch in West Country

Independent agency The Destination Lounge has launched a second branch, with the opening of a shop on Monday (December 16) in Braunton, near the north Devon coast.

Owner Jake Goodenough also has another agency, in Penzance, Cornwall, which opened in 2022.

He first launched his business in 2006 and as it developed, he opened three branches in north Devon: in Ilfracombe, Barnstaple and South Molton. However, they had to close because of the pandemic.

“The government response to the pandemic was woefully inadequate – great if you were in hospitality but its one-shoe-fits-all approach at the time did not help the nuances of the outbound travel industry,” he said.

He said the business survived the pandemic thanks to “sheer luck”.

“We were so lucky to have a very understanding and committed team,” he added.

“We are now excited to be back to branches but it has been underlined to us how physical locations are just an icing on the cake. What makes the business strong is relationships, be that with clients or colleagues.”

While the business was home-based, he moved to Cornwall following a change in his personal life.

“I stumbled across a tiny little shop in a prime location which just about has room for two desks and took the plunge into the high street again,” he said.

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He has two colleagues in Penzance – Chantelle Walker and Maria Davey, both with the job title of travel professional.

“Maria has been in travel for 15 years and has a wealth of experience in travel and baking cakes. Chantelle joined us in August 2023 and is a real superstar,” he added.

The Braunton team is managing travel professional Julia Coats, who has worked with Goodenough since the business moved into the high street in 2013, and Suzie Copp, who was the first person that he employed.

“Suzie first worked with me when I was still operating from the spare room at home, back in 2007,” he said.

“We also have [travel professional] Nicola Yeo, who remains home-based but is an integral part of the team and the soul of the business. I can’t imagine the business without any of my colleagues.”

He said the site in Braunton was earmarked a couple of years ago when it first became available but “the timing wasn’t quite right for Julia” so it feels “somewhat meant to be” that the unit still was available once Julia was ready.

He added: “North Devon has felt like unfinished business. Covid hit when the business was growing and thriving and, as so many found, it really pulled the rug from under us,” he said.

“I could have just continued in my Penzance bubble but Julia was ready to get back into a branch and wanted that ‘going out to work’ aspect back, so it was something we just had to do.

“If it hadn’t been for Julia, I would probably have kept finding excuses not to do it but I wanted to do it for Julia. So, Julia – this is a gift to you.”

The Braunton premises have been refurbished with new flooring, new window graphics, a feature wall and interior decorating.

“We have lots of clients who have been waiting patiently to come back through our doors rather than just picking up the phone,” he added.

Asked if he plans to open other branches in the region, he said: “For me it is all about right place and right time. Never say never.”

He also hailed his consortium, The Advantage Travel Partnership, adding: “[They] are wonderful, and I am so pleased to be part of [them].

“We are a full-service agency with a passion for luxury islands, ski and all things nice in life.

“We don’t like to say ‘no’ to any client and love going the extra mile to arrange whatever is needed.

“We have had a productive year [and seen] an increase in multi-generational bookings.”

Goodenough started his travel career with West Country miniple Lets Go Travel, then moved to Travelcare.

“Briefly, for a matter of weeks, I worked in marketing which convinced me I needed to go back to being a travel agent and that resulted in me starting the business,” he added.

Pictured from left: managing travel professional Julia Coats and travel professional Suzie Copp in the new branch.