Meet Kim Kellar of Cohasset Travel

Today we’d like to introduce you to Kim Kellar.

Kim, let’s start with your story. We’d love to hear how you got started and how the journey has been so far.
My first (and only) youth travel experience was as a teen. My father trotted my sisters & I along from hotel to hotel, pool to pool, beach to beach while on a visit to exotic Cancun Mexico (long before it was what we know of it today). I guess it gave me the travel bug – see, experience, know the difference between good & bad hotels, and of course – eat & drink you’re way through any county.

I am fortunate to have fallen into a career that I love. Not having any real direction, in my early 20’s I decided to take a travel course with a friend. Thirty started the course, ten graduated, and four actually got a job in travel. Two years later, I was the only one still with it. And here I find myself 28 years later still loving what I do. Every day is different – I am in a different country with a different traveler with different desires. Who wouldn’t love to travel & experience the world…. even if done vicariously through our clients?

I’ve always worked for another company. I have been here at Cohasset Travel for nearly 20 years as an employee, but always acting as though it was my own company. 2 years ago, I was able to acquire the agency. My long-time clients were amazed, they believed I owned the business all along.

Great, so let’s dig a little deeper into the story – has it been an easy path overall and if not, what were the challenges you’ve had to overcome?
Nothing worthwhile is ever easy. The travel business, like all, have their challenges, and boy have we had our fair share. Through it all, hard work, dedication & adaptation have kept us not just surviving, but thriving.

Prices & availability are dictated by the vendors – airlines, cruise, hotels etc…. regardless of how travel is booked.

Traditionally, travel agencies had been compensated by those vendors, but back in the 1990’s, the airlines decided to stop compensating agencies for handling reservations, schedule changes & issuing tickets. So, we adapted & started charging minimal fees for our professional services. The airlines made record profits. Sure, we lost clients who didn’t want to pay our minimal fees, so they called the airlines directly. Then the airlines decided to outsource call centers to save money. We all know what it’s like to sit on endless hold before getting through to someone we just can’t understand, and can’t help.

We don’t need to remind anyone of the horror of September 11th, 2001. US major airports closed, planes forced to land where ever they could, clients stranded, alone & scared. Then when the airports did reopen, many cruises, tour companies & trips were canceled or worse, gone out of business. We spent weeks getting stranded clients home, re-accommodated, filing insurance claims and requesting refunds. Our agency was fortunate – we survived….. many did not.

Iceland’s Eyjafjallajökull volcanic eruption in 2010 left our clients stranded again. Imagine being on your way to your dream trip to Italy family in tow, only to be dropped off in Munich because the ash plume had caused most airports to close. It brings to mind Steve Martin & John Candy in “Planes, trains, and automobiles”…. This is exactly how we pieced together and salvaged one family’s trip. They were 3 days late, but we got them where they were supposed to be, found suitable lodging all along the way, arranged for refunds of the missed days, AND got a credit on their cell phone for all those driving directions I sent them to get from Munich to Milan.

The wonder (and overload) of the internet: I recall a new client calling to beg for assistance….. they had booked by themselves on some website for Christmas vacation…. flights from Boston to Providenciales, Turks & Caicos. Turns out what was booked Boston to Providence with a connection in JFK. Could you imagine. Well, thankfully they didn’t have to – we worked our magic and were able to “fix” the error the client had made. It wasn’t without cost, but nothing compared to what it could have been. Since then, they have been loyal regular clients – even for the so-called “simple” trips.

Information overload: Can you truly believe what you read on the internet? Who is writing that TripAdvisor review – hotel manager who bought off a dissatisfied traveler (FACT!), or someone who just selected the wrong property on a stranger glowing review. One size does not fit all. It may sound odd, but as professionals here at Cohasset Travel, we don’t really care where you go, just so long as it is the perfect fit for you. If you are truly happy with your travel experience & our service, you’ll come back – again & again for all your travel – even those simple things you could do on your own.

We are constantly educating ourselves, subscribing to countless publications & courses… and yes, traveling to wonderful worldwide locations (it is all part of the education process).

Alright – so let’s talk business. Tell us about Cohasset Travel Inc – what should we know?
Cohasset Travel is locally owned and operated and has been in business for over 40 years. Combined, our associates bring over 100 years of travel selling experience. We do still exist, we do have an office where we welcome your visit, our business is nearly 85% repeat & referral, our e-commerce footprint is minimal – we believe in personal connections.

Our specialty? Travel is as individual as you are. Whatever it is that YOU need, that is what we deliver to you, saving you valuable time & money. Whether it be air, car rentals, hotels & villas, cruises or yacht charters, chauffeur drive or group touring, even frequent flyer & point redemptions – if it’s travel related, we’ve got you covered before, during & after travel.

Individually, we each have our travel niche, but generally, we do it all, working together in the best interest of our travel family members. For example, Marcia has cruised on nearly every cruise line to every port (she’s been on 2 full world cruises & several partials) and has traveled extensively throughout Africa and Asia. Desi is our Disney-phile… and has earned her Mouse Ears bypassing Disney’s College of Knowledge which covers, of course, Walt Disney World, Disney Land, Aulani in Hawaii and the worldwide Disney Adventures.

She also works with school & church groups. Emily, relatively new to the industry has traveled Costa Rica & the Caribbean. She handles our several corporate travel accounts and provides back up and assistance for all our agents. As for me – I’ve visited over 20 countries, so I have a pretty wide knowledge base, but I excel at multi-generational travel experiences and customized travel planning – everything from start to finish…. all those little in between pieces…. customized for each client based on their individual preferences.

Italy, the United Kingdom, and Ireland are my top 3 custom destinations. In addition, Cohasset Travel also provides reservation capability, ticketing, assistance & back up for 2 local independent contractors.

Is there a characteristic or quality that you feel is essential to success?
Just the fact that we have made it this long in a business that most can’t survive more than a few years is something to be proud of. And, now I can say I am the proud owner of a business that I’ve taken so much pride in for such a very long time. I am dedicated. Dedicated to my career, my travel family, always doing the right thing for our clientele.

Contact Info:

• Address: 152 King Street Cohasset MA 02025
• Phone: 781-383-3500
• Email: KimK@CohassetTravel.com

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