Your Stories: Your Co-op Travel’s Laura Harper on the ups and downs of 20 years working in travel

Senior travel advisor at Your Co-op Travel’s Chase Terrace branch in Staffordshire, Laura Harper, reflects on 20 years working for the group. She talks to Juliet Dennis.

Q. Why and how did you start working for Your Co-op Travel?
A. I fell into it. I was 19. My cousin worked for the Co-op. She told me they were recruiting and I got an interview. It was my first proper job. I did a couple of days a week studying and a couple of days in the branch. I started off at the Hawks Green branch in Staffordshire in January 2001. I’ve always been a people person and it was a very busy branch. At first I did a lot of sorting out brochures and sitting with staff to watch how they worked. No day is ever the same and I liked the job from the start.

[Your Co-op Travel] was my first proper job. I did a couple of days a week studying and a couple of days in the branch

Q. You joined the year of the September 11, 2001 attacks. What was that like?
A. I’d just been taken on as a trainee when the September 11 attacks happened. They gave trainees the opportunity to decide whether we wanted to carry on or to leave because at that time everything was so up in the air. We didn’t know if our jobs were secure. I made the decision to stay. I remember there were a lot of customers who were scared about travelling because it was something we’d never experienced before.

When the September 11 attacks happened, they gave trainees the opportunity to decide whether we wanted to carry on or to leave because everything was so up in the air

Q. Have you always worked in the same branch?
A. I moved to the Chase Terrace shop for a few years and then I went to Cannock for about 10 years. After my daughter Bailey-Rae was born in 2010 I went back to Cannock four days a week and then left to have my son Sebastian in 2015. I went back three days a week at Chase Terrace, where I am now. There are only three of us at the moment. There were six of us at one point pre-Covid. Travel is picking up now so it’s getting busier.

When Thomas Cook collapsed in September 2019 we had a lot of Cook holidays booked and had to find people alternative holidays

Q. Aside from Covid, what events have had the biggest impact on your job in the last 20 years?
A. Thomas Cook and Tunisia [Sousse terrorist attack] were both major. When Thomas Cook collapsed in September 2019 we had a lot of Cook holidays booked and had to find people alternative holidays. It was so sad to see a big operator go and it had a really big impact on us.  It was similar when Tunisia happened because we had to deal with lots of clients with bookings to the destination.

After Covid everything was different; the processes had changed and with all the restrictions it was tough to adjust after being furloughed

Q. What has the Covid pandemic been like for you?
A. I was furloughed for more than a year because I have got young kids and the work fell to two other staff in the branch. We started coming back into the branch last year. At first I did one day a week. After Covid everything was different; the processes had changed and with all the restrictions it was tough to adjust after being furloughed for a long time. It was like starting all over again.

What I love about the job is every day is different. You get to meet so many nice people. You build a rapport with customers

Q. Why have you stayed with the Co-op?
A. The Co-op is like a family to me. I don’t really like change and after all we have been through with Covid, it’s important to feel secure and safe in your job. So many people who were here when I started are still working here today. The Co-op doesn’t like to lose staff and offers opportunities within the group. I go to work every day and have fun with my colleagues; we’ve all been here a long time. What I love about the job is every day is different. You get to meet so many nice people. You build a rapport with customers; they keep coming back and you are on first name terms with them.  It‘s all about those personal relationships. It’s nice to make people happy by booking their holidays.

It’s going to sound funny, but I don’t like flying! When I was younger I went to Australia and the US but now I tend to go on short-haul holidays

Q. Have you travelled a lot over the years?
A. It’s going to sound funny, but I don’t like flying! I get very anxious and on edge. When I was younger I went to Australia and the US but now I tend to go on short-haul holidays. Before Covid we went on family holidays to Bulgaria, which is only three hours’ flying time. It’s been a long time since I’ve been away. But with this job over time you get to know all the destinations and resorts and can get product knowledge from other staff too.

Q. What did you get to mark your 20 years?
A. I was given a plaque, which is at the branch, and a badge, plus vouchers. When you can say to clients you’ve been there 20 years, it gives you and them confidence.

How has your job changed over the last 20 years?

Over the years the job has become more involved and the work required is more in depth. It’s not just about selling the holiday. We have to do lots of checks and follow up calls to clients and now we are guiding people on the travel restrictions and regulations.

It’s not just about selling the holiday. We have to do lots of checks and follow up calls to clients and now we are guiding people on the travel restrictions and regulations

The job has got harder over the past two decades, not necessarily in a bad way, but there is a lot to deal with and lots of questions to answer.

These days people know a bit more. They like to research more into where they are planning to go. We are also getting a lot more calls from people who have not booked with us for advice. I would say more people are coming to us now rather than going online.