Welcome back to The Travel Advisor Life! In Episode 5, host Amy Westerman, Founder of Curated Travel Collection, shares how her company navigated one of the most challenging periods in travel industry history: the COVID-19 pandemic.
When travel stopped, cruises were canceled, borders closed, and clients faced uncertainty. Amy’s company experienced an immediate financial blow, with $264,000 in commissions recalled at one time. With hundreds of advisors and an 11-person support team depending on the business, Amy faced a defining leadership decision.
Instead of waiting for better news, Amy chose transparency. She communicated openly, shared challenges, and discussed what was and wasn’t working.
Through honesty, relationships, and community support, advisors continued showing up for one another. When travel returned, many emerged stronger. Amy learned that people can handle bad news, but silence can destroy trust.
In This Episode:
[00:01] How We Got Through the Pandemic
The challenges Amy’s company faced and the lessons that followed.
[01:09] Leadership When There’s No Good News
Leading while the travel industry was falling apart.
[02:01] Looking Back at an Uncertain Time
How the pandemic continues to shape Amy’s leadership.
[02:58] When Travel Stopped
Canceled trips, closed borders, and uncertainty.
[03:54] $264,000 Recalled Overnight
The financial impact and fear of the unknown.
[04:53] A Defining Leadership Decision
Why Amy chose communication over silence.
[05:37] Choosing Transparency
Sharing difficult news without having every answer.
[06:34] The Good, the Bad & the Very Bad
Discussing challenges, team efforts, and setbacks.
[07:27] People Can Handle Bad News
Why honesty matters more than perfect answers.
[08:12] The Damage Silence Can Cause
How poor communication can weaken trust.
[09:07] Transparency Builds Trust
Why imperfect honesty matters.
[10:01] Finding Ways to Keep Moving
How advisors adapted and supported each other.
[10:56] Community and Honesty Got Us Through
Why relationships helped sustain the business.
[11:40] Coming Out Stronger
How engaged advisors emerged more resilient.
[12:30] Direct, Honest Leadership
Amy’s commitment to straightforward communication.
[13:18] What Kind of Leader Do You Want to Be?
How the crisis shaped Amy’s leadership approach.
[14:08] You Don’t Need All the Answers
Show up, tell the truth, and face challenges together.
[14:52] Keep the Conversation Going
Follow, share, and stay connected.
Why This Matters
Leadership isn’t only tested when business is growing. It’s often revealed during uncertainty.
Amy couldn’t guarantee everything would work out, but she could communicate honestly and make sure her advisors weren’t alone.
Transparency strengthened trust, community kept people connected, and relationships helped advisors move forward.
You don’t need every answer before you communicate. Sometimes showing up honestly is the most important leadership decision you can make.
Action Steps for Listeners
- Communicate honestly during difficult times.
- Share what you know and what comes next.
- Remember that transparency doesn’t require perfect answers.
- Stay connected to your community.
- Keep building relationships.
- Learn from setbacks and adapt.
- Ask yourself: How do I want to lead when things get hard?
Resources & Links
Explore a career as a travel advisor:
https://curatedtravelprofessionals.com
Curated Travel Collection:
https://curatedtravelcollection.com
Subscribe & Stay Connected
Follow The Travel Advisor Life for more conversations about building a successful travel business and meaningful life.
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Remember: Travel is simply the vehicle. The life you build is the destination.
