Behind the scenes of creating the perfect holiday with the people who do it
SaveYou have reached your maximum number of saved items.Remove items from your saved list to add more.AAATensions sit at the heart of holiday touring. An escorted tour has to balance the organisation and safety that travellers want, with their desire for discovery and adventure, and a complex operation in a dynamic environment has to stick to its timeframe and budget.These are big asks, but tour companies rise to the challenge. Hats off to the people who pull it off.We’ve all faced the hassles, confusions and complications of travel. Now imagine planning it for 20 people of varying dispositions and keeping them content. Escorted journeys are a wonder of the modern travel world.We take a peek behind the scenes to discover the challenges, and satisfactions, experienced by the people who make them work. They show the effort and organisation that goes into creating tours, but how they capture the aspirations and joys of travel, too.My role involves creating itineraries by working with various teams, from operations to supply. We need to put ourselves in the shoes of travellers to consider what they want, and bring that to life. With Scenic operating on land, rivers and oceans, the variety is endless and every day different.The most challenging aspect is managing a group of strangers and their different expectations. There can be a range of emotions, from excitement to nervousness. I had a group in Rome who wanted to cook their own pasta as they thought pasta in Italy didn’t taste right. These days I manage the expectations of suppliers and my employer, too.Sign up for the Traveller Deals newsletterGet exclusive travel deals delivered straight to your inbox. Sign up now.A great tour should always feature the iconic sights as well as some you’ve never heard about, the chance to try local cuisine, time off to wander on your own, and of course comfortable hotels. Designing a tour is like putting together a jigsaw of many varied pieces.Normandy, France.iStockMy greatest ever tour was a Normandy & Gems of the Seine cruise during which I visited D-Day beaches in Normandy. I was moved by the war graves and eerie sense of calm and peace in a place where so many had lost their lives.The one thing people get wrong about tours is that they think you never have any time on your own. In fact, you don’t do everything as a group and when you’re with the group, you often have more time for what’s important because everything is organised.Liz Crowley started as a teacher, became a tour guide in Europe and moved into travel operations before returning to Australia. She’s now a senior product journey designer for Scenic and always bears in mind her experience at the front of a coach, leading a group. See scenic.com.auMy role involves much more than taking guests to tourist sites and sharing facts. I feel like a performer. On any given day, I’m an historian, personal assistant and photographer. I deal with logistics and communicate with the office. It’s about multitasking and handling countless moving parts.The most challenging aspect is that learning never stops because South Korea is dynamic. During off-peak months, I scout new, trendy locations. I also stay on top of the latest K-dramas, movies and K-pop. Sometimes my guests know more about Korean idols than I do.A great tour should always feature local experiences and storytelling. For instance, we cook traditional food with an artist-and-farmer couple, and visit an organisation that teaches English to North Korean defectors with powerful personal stories. These unique, raw experiences are what make tours special.Seoul, Korea. Tours should have local experiences. My greatest ever tour was one of the earliest Japan & South Korea tours I conducted, when I began a tradition of taking Polaroid photos of me and each guest with messages written on the back. Five years on, I have a beautiful record of my guiding life, and hope guests remember me, too.The one thing people get wrong about tours is that a tour has rigid, exhausting schedules and guides are walking Wikipedias. In fact, experienced guides unlock local access and are your friends who can tailor the day to your vibe. A good tour leaves a positive impact on guests’ lives – and mine.Seoul resident Huiji Shin, who goes by the English name Mia, was a computer programmer who realised she craved interaction and motion. She became a licensed guide in 2017 and since 2023 has worked as a tour manager for Collette, which operates worldwide. See gocollette.comMy role involves driving, while delivering insightful commentary. One of the most rewarding parts of my job is introducing Indigenous culture. I’m also the luggage handler, water-bottle filler, first-aid attendant and go-to for guest questions. I’m responsible for guest safety, liaising with suppliers and ensuring the coach is maintained.The most challenging aspect is time spent away from family. Sometimes I am away from home for nine months of the year, although not continuously, but I do miss a lot of birthdays. On tour, guest illness is challenging, but we’re on hand to provide assistance and support.A great tour should always feature learning and memories. Adding humour makes the learning much better and more memorable. Comfortable transport by a well-appointed coach is key too, with a driver and guide who make you feel part of the group and safe in unfamiliar locations.The Cockburn Ranges along the Gibb River Road, WA.Tourism Western AustraliaMy greatest ever tour was the spectacular Untamed Kimberley journey, including the Gibb River Road. Still only a relatively small number of people see this region, and the untouched remoteness is a highlight. I’ll never forget listening to dingoes howling in the still early morning at Mount Hart.The one thing people get wrong about tours is that participants only go to the main attractions and miss the other good stuff. Drivers and guides know the best locations, and they often have exclusive access to people or areas that the general public doesn’t.Anthony Baker, based in Darwin, has a diverse background in tourism, from owning a caravan park to working in pubs and wineries. He is now in his fifth season with AAT Kings, which specialises in Australian and New Zealand tours. See aatkings.comMy role involves conceiving and bringing to life sustainable travel experiences. A key element is developing connections with communities to ensure we benefit the places and people we visit. My job is very rewarding because I work with a team of passionate, curious and conscientious people.The most challenging aspect is operating in dynamic, ever-changing and complex conditions, from the challenges of harsh mountain environments to geopolitics. Travellers don’t want worry, and that takes consideration and vigilance. In a 24/7 operating environment, we’re constantly on guard for the need to spring into action.A great tour should always feature an element of the unknown, something which can’t be contrived but occurs organically. Creating conditions and flexibility is key, so guests have the opportunity to find something of themselves in their experience and achieve new understanding and insight.Patagonia’s glaciers with World Expeditions.My greatest ever tour was the Great Patagonian Traverse, a trek which spans remote northern Patagonia and the more well-known Torres Del Paine National Park. I loved it because it showcased the scenery while sometimes getting off well-trodden routes. We journeyed on foot and by boat through pristine national parks. It was awe-inspiring.The one thing people get wrong about tours is that they assume their experience is outsourced to someone else. Not true. You have all the details handled, which means you can relax and enjoy active, immersive adventures. Pick the right tour and you create experiences to remember.Wilderness enthusiast Sarah Higgins lives in the NSW Blue Mountains and is regularly found in a canyon, on a cliff face or on horseback. With two decades of travel industry experience, she is global brand manager for World Expeditions, which operates active adventures worldwide. See worldexpeditions.comMy role involves leading a team of naturalist guides ashore and on Zodiacs in polar regions. I plan operations off the ship, deliver information sessions and workshops onboard, and work with the captain to align expedition plans with navigational requirements. I also have to time things with the hotel manager – nobody wants to miss their meals.The most challenging aspect is sea and weather conditions, which constantly change and can never be controlled. We have to continuously adapt and think ahead with multiple contingency plans so that guests have the best possible experience while remaining safe.A great excursion should always feature a surprise. Guests come with certain expectations, but it’s the unexpected moments – a close wildlife encounter, or sharing champagne in the middle of a frozen sea – that makes any experience even more memorable.Exploring Antarctica with Ponant.My greatest ever expedition was when we walked directly off the ship onto Snow Hill Island in Antarctica, which has a colony of emperor penguins. The distance was challenging and we had to design a route that minimised the impact on the environment – but we made it. What stayed with me was guests’ emotional response. It almost moved me to tears.The one thing people get wrong about expeditions is that tours aren’t physically demanding. We have to ensure guests don’t exceed their physical limits and capabilities, which can become a safety risk. We divide groups based on walking distances, elevation and duration to ensure everyone can participate.Naturalist Ryo Ijichi has 20 years’ experience in polar regions and has visited Antarctica more than 100 times. In 2013, he joined luxury expedition company Ponant, which sails worldwide, as an expedition leader and commercial manager for Japan and South Korea. See ponant.comMy role involves leading our product team in the design and development of worldwide tours, from choosing destinations and experiences to working with local partners to make them happen. My team and I spend lots of time thinking about what will excite travellers and how to make each itinerary seamless from start to finish.The most challenging aspect is balancing inspiration with logistics. You want travellers to experience incredible places, but you also need to think about travel times, seasons, crowd levels and the practical side of moving groups around the world.A great tour should always feature moments that feel authentic and unexpected. Seeing the big sights matters, but the things people remember most are often the smaller experiences – a great local meal, a village you wouldn’t find on your own, or a guide who brings a place to life.My greatest ever tour was our Borneo Discovery tour last year that included a stay on Turtle Island. Seeing turtles come up the beach in the dark to lay eggs was extraordinary, one of those quiet, magical travel moments you never forget. It was a perfect example of how nature and conservation shape meaningful travel experiences.The one thing people get wrong about tours is that a tour is rigid or rushed. The best tours remove the stress of planning and give participants time to explore and enjoy a destination properly.Peita Davis has worked for 20 years in travel and is head of global product at Inspiring Vacations. Canada and Alaska are close to her heart, but her forthcoming journeys will be to South America and Antarctica. See inspiringvacations.comMy role involves liaising with the general managers and ensuring the company’s wheels keep turning. I enjoy the variety, since every day I get operations, sales, marketing, private-touring and foreign-currency reports. It keeps the role exciting.The most challenging aspect is keeping up with trends and ensuring our tours stay relevant to travellers’ changing needs. We spend lots of time talking to travellers and looking through feedback to see what’s working and where we can improve. Our tours evolve so they’re the best they can be.A great tour should always feature free time, special local experiences and must-see sights. Those are the three key ingredients. Travellers want to tick off icons, but it’s equally important to get off the beaten track and enjoy immersive activities, even simple ones like sharing drinks with locals.Historic Helsinki.iStockMy greatest ever tour was our Helsinki to Prague small-group tour. The route through Eastern Europe took me to super-historic cities like Helsinki and Warsaw plus rural towns and the three Baltic countries, all beautiful and fascinating.The one thing people get wrong about tours is that they’re for older people. They’re for everyone. Tours take care of the more stressful parts of travel, like booking hotels, organising sightseeing and meals, which lets guests relax and better enjoy the experience.Sacha Bunnik began his career with Singapore Airlines before joining the family business in 1996. He is now joint-CEO and helps shape Bunnik’s future while staying true to its roots as a family-run business. He has visited 111 countries and all seven continents. See bunniktours.com.auTHE ONE TOUR I’D LOVE TO TAKELiz Crowley, ScenicEast African AdventureI’m in awe of Africa’s people, culture, wildlife and simplicity of life that can bring so much joy. I can imagine how spectacular the Maasai Mara and Serengeti must be at dawn from a hot-air balloon. I have goose bumps thinking about it! Africa is a special place and one I can’t experience enough. See scenic.com.auRelatedHuiji Shin, ColletteCanyon CountryI’d love to see the Grand Canyon and the landscapes of the American West. Or Gaudi’s architecture in Barcelona. Or a wombat in Australia! There are many tours I’d love to take. I get countless recommendations from guests, and have a long bucket list. I’m getting married in August, so hope to cross one off for my honeymoon. See gocollette.com Anthony Baker, AAT KingsTasmanian WondersTasmania is the only state I haven’t visited. I’d love to explore the high country that I’ve heard so much about. I’m a Sydney-Hobart Yacht Race tragic, so I’d love to be on Constitution Dock when the winner comes in. And the food and wine scene is also appealing as I’m partial to both. See aatkings.comSarah Higgins, World ExpeditionsKyrgyzstan Horse TrekThis journey ventures deep into the Tian Shan mountains, with participants riding across alpine meadows, high passes and remote valleys shaped by nomadic life. As a keen horsewoman, it ticks the boxes for me – remote, connected with culture and with mountain days spent in the saddle. Definitely my happy place. See worldexpeditions.com Ryo Ijichi, PonantPolynesian Bliss: Marquesas and TuamotuThere isn’t a single polar expedition I don’t love. But I’d love to do an expedition in French Polynesia aboard Ponant expedition cruise ship Le Jacques Cartier and swim in tropical waters, explore the remote Marquesas Islands and experience the region’s natural beauty up close and immersive by making the most of the Zodiacs. See ponant.comRelated ArticlePeita Davis, Inspiring VacationsInspired Vietnam and SapaI love the contrast of experiences on this 13-day tour: exploring Hanoi’s buzzing old quarter, meeting local communities around Sapa in Vietnam’s mountainous north, and walking through incredible rice terraces. The tour is designed for women travelling together, which makes it feel especially warm and social. See inspiringvacations.com Sacha Bunnik, Bunnik ToursBest of Southern JapanThis journey would be my pick because I want to see more of Japan’s rural side, and the two big southern islands of Kyushu and Shikoku are less touristy and incredibly scenic. I’ve also become obsessed with Japanese food lately, it’s super delicious. See bunniktours.com.au
