Dugan's Travels, a host agency founded in 1997 by Jennifer Dugan, is making significant investments to better support its independent travel advisors. The agency is strengthening its support team, refining internal processes, evaluating technology, expanding educational opportunities, and deepening supplier relationships to prepare for its next chapter.
The travel industry is evolving rapidly, and Dugan's Travels is taking a thoughtful approach to ensure its advisors have what they need not only today but in the years ahead. Jennifer Dugan, owner of Dugan's Travels, emphasized that the goal is not simply growth for growth's 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."
Central to this effort is the support structure behind the scenes. The agency is examining how its team collaborates, how responsibilities are divided, and how each person's strengths can best serve the advisor community. Team members Christina, Shari, Tracy, Joleen, Cecily, Barb, and Jennifer each contribute in different ways, and their roles are being refined across areas such as advisor education, new-agent support, supplier relationships, events, Five Star advisor development, webinars, peer-to-peer learning, and internal processes. The goal is to ensure the right people are focused on the right tasks, leading to clearer communication and stronger support for advisors.
Education remains a cornerstone of the Dugan's Travels experience, but the agency is moving beyond simply offering more training. The focus is on creating actionable opportunities that advisors can implement in their businesses. The webinar program is being strengthened, and programs for advisors at different stages are being developed. The Five Star community continues to offer established advisors chances to connect and learn about advanced topics, while newer advisors receive support to build strong foundations.
Peer-to-peer learning is also gaining prominence. Through the Hear From Our Peers series, advisors share real experiences, challenges, and successes. Upcoming sessions will include an advisor discussing how her passion for Scotland became a specialty, illustrating how personal interests can translate into business success. The agency plans to expand these peer-led educational opportunities.
Dugan's University (DU) remains a vital part of the community, bringing together advisors, team members, and supplier partners for education and networking. Future DU events will see team members taking ownership of specific aspects, from new-agent activities to supplier involvement, with the aim of making DU an experience that strengthens relationships and provides practical takeaways.
Technology is being evaluated with purpose. The agency is reviewing CRM options, considering functionality, usability, cost, and the practical needs of independent advisors. "We want technology to solve problems, not create new ones," Dugan said. The approach is to test and assess whether new tools genuinely improve the advisor experience before adopting them.
Supplier relationships are another key focus. Through the Inner Circle program, Dugan's Travels develops deeper ties with suppliers who want to engage with its advisors, creating opportunities for education, marketing, and business development. Planning for next year's partnerships is already underway, emphasizing meaningful value.
Importantly, Dugan's Travels recognizes that improvement doesn't always mean adding more. Sometimes it means enhancing what already exists—clarifying processes, refining communication, or eliminating inefficiencies. "Our next chapter isn't about seeing how many more things we can add," Dugan said. "It's about asking: Is this useful? Is it working? Does it ultimately help our advisors?"
This investment in people and relationships reflects the agency's founding philosophy. While tools and technology have changed, the importance of support and education has not. As Dugan's Travels moves forward, it remains committed to evolving while staying grounded in its 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."
The next chapter for Dugan's Travels is not about becoming the largest host agency but about building a stronger one, one advisor and one relationship at a time. More information is available at https://duganstravels.com/.
