Dugan's Travels, a host agency based in Bremerton, Washington, is making significant investments to enhance the support it provides to its independent travel advisors. The agency is focusing on strengthening its team, refining educational programs, evaluating technology, and deepening supplier relationships, all with the goal of helping advisors build successful businesses in an evolving travel industry.
Jennifer Dugan, owner of Dugan's Travels, emphasized that the agency's growth is not about expansion for its own sake. "We want to be better," she said. "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 internal support structure. The agency is reassessing how its team members—Christina, Shari, Tracy, Joleen, Cecily, Barb, and Jennifer—can best serve advisors. Responsibilities 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 working on the right tasks, leading to clearer communication and more effective support for advisors.
Education remains a cornerstone of the agency's offerings. Dugan's Travels is enhancing its webinar program and developing training tailored to advisors at various stages of their businesses. The Five Star community for established, high-producing advisors will continue to offer advanced learning opportunities, while newer advisors will receive foundational training to build confidence and knowledge. Peer-to-peer learning is also expanding through the "Hear From Our Peers" series, where advisors share real-world experiences and strategies. Upcoming sessions will include an advisor discussing how her passion for Scotland became a niche in her travel business, illustrating how personal interests can translate into specialties.
Dugan's University (DU) remains a vital component of the agency's community, bringing together advisors, team members, and supplier partners for education and networking. Future DU events will see greater involvement from support team members, each taking ownership of specific aspects like new-agent activities and supplier engagement. The aim is to make DU an experience that fosters relationships and provides actionable ideas for advisors to implement in their own businesses.
Technology is another area under review. The agency is evaluating CRM options with a focus on functionality, usability, cost, and the practical needs of independent advisors. Jennifer Dugan noted, "We want technology to solve problems, not create new ones." The agency is taking time to test systems to ensure they genuinely improve the advisor experience rather than adopting new tools for the sake of novelty.
Supplier relationships are also being strengthened through the Inner Circle program, which partners with suppliers who want to actively engage with the advisor community. These partnerships provide opportunities for education, marketing, events, and business development, with planning already underway for the next year.
The agency's philosophy is that improvement doesn't always mean adding more; sometimes it's about refining existing processes. Dugan explained, "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?"
Founded in 1997, Dugan's Travels has long been dedicated to helping advisors build successful, sustainable businesses. The current investments reflect a commitment to adapt to changing times while maintaining a people-centric approach. As the agency prepares for its next chapter, it remains focused on supporting advisors through education, community, and strong partnerships. More information can be found at Dugan's Travels.
