Dugan's Travels, a host agency founded in 1997, is making deliberate investments to enhance the support it provides to independent travel advisors. The company is focusing on strengthening its internal team, refining educational programs, evaluating technology, and deepening supplier relationships—all with the goal of better serving its advisor community.
Owner Jennifer Dugan emphasized that the agency's growth strategy is not about expansion for its own sake. "We've never wanted growth just for the sake of being bigger," she said. "We want to be better. That means continually looking at what our advisors need, what our team does well, and where we can make improvements that provide meaningful support."
A key area of focus is the support team working behind the scenes. The agency is reassessing how responsibilities are divided among team members—Christina, Shari, Tracy, Joleen, Cecily, Barb, and Jennifer—to ensure each person's strengths are utilized effectively. This includes refining roles in advisor education, new-agent support, supplier relations, events, Five Star advisor development, webinars, peer-to-peer learning, and internal processes. Dugan noted, "We have talented people with very different strengths. Part of my responsibility as a leader is recognizing those strengths and figuring out where each person can make the biggest difference."
Education remains a cornerstone of the agency's offerings, but the focus is shifting toward actionable learning. The webinar program is being strengthened, and the Five Star community continues to offer advanced development for established advisors. Newer advisors receive support to build strong foundations. Peer-to-peer learning is also gaining prominence through the "Hear From Our Peers" series, where advisors share real experiences and strategies. Upcoming sessions include an advisor discussing how her passion for Scotland became a specialty, illustrating how personal interests can translate into business success.
Dugan's University (DU) remains a vital community event, bringing together advisors, team members, and supplier partners for education and networking. The agency is exploring ways to enhance DU by having support team members take ownership of specific aspects, from new-agent activities to supplier involvement, aiming to make DU an experience that provides lasting value.
Technology evaluation is another priority. The agency is reviewing CRM options, considering functionality, usability, cost, and the practical needs of independent advisors. Dugan stressed, "We want technology to solve problems, not create new ones. There are always new platforms and tools available, but the question for us is whether they actually make things better."
Supplier relationships are also being cultivated through the Inner Circle program, which fosters deeper partnerships with suppliers who engage actively with the advisor community. These collaborations create opportunities for education, marketing, events, and business development. Planning for next year's Inner Circle partnerships is already underway.
Importantly, Dugan's Travels recognizes that improvement doesn't always mean adding more. Sometimes it means refining existing processes, clarifying communication, or eliminating unnecessary steps. "We already do a lot," Dugan said. "Our next chapter isn't about seeing how many more things we can add. It's about looking at everything we're doing and asking: Is this useful? Is it working? Is the right person handling it? And does it ultimately help our advisors?"
The agency's philosophy remains rooted in people, relationships, education, and support. As it moves forward, Dugan's Travels is committed to evolving while staying true to its founding principles. "We're going to keep trying things, learning, listening, and adjusting," Dugan said. "What matters is that we're willing to keep looking at ourselves and asking how we can do a better job for our advisors and for the people who support them."
For nearly three decades, Dugan's Travels has helped independent travel advisors build successful businesses. This next chapter focuses on becoming stronger, not just bigger, by investing in the infrastructure that empowers advisors to thrive. More information can be found at Dugan's Travels.
