Travel Department has celebrated its 30th birthday at an event in the National Concert Hall, Dublin.
From humble beginnings to a certified, customer-centric leader, The Travel Department continues to evolve, proving that escorted tours can bridge generations.
James Coughlan
James Coughlan, CEO of Travel Department opened the event by reflecting on the company’s origins in 1996, a year of major change in the travel industry with the rise of low-cost carriers such as Ryanair and easyJet, the launch of online platforms including Expedia and Travelocity, and the expansion of larger cruise ships.
He outlined challenges the company faced over three decades, including conflicts, financial crises, volcanic disruptions and the pandemic, yet noted its continued growth into an international escorted tours brand serving customers in North America and Australia.
Mr Coughlan credited the success to staff, customers, partners, media and investors, and stressed that people within the organisation deliver the quality, value and service at its core. He closed with thanks to all connected to the business and optimism for expansion into new sectors over the next 30 years.
James Coughlan shared: “Our people make travel department what it is”
Stephen Power
Stephen Power of TD Active described the evolution of TD Active from a category within Travel Department into a distinct adventure brand aimed at the Irish market, comparable to international operators such as Explorer or Intrepid.
He told the story of how 15 new tours were developed, primarily focused on walking but also including yoga, explorer series and options for travelling with dogs and presented three examples: a challenging hiking tour in Albania’s Valbona Pass and Theth Valley; a refreshed Explore India itinerary covering the Golden Triangle by first-class train, a yoga retreat in Rishikesh, Himalayan foothills and Jim Corbett National Park; and a base in Alassio on the Italian Riviera with walks to Monaco, Èze and medieval Italian towns along ancient protected trails.
These trips, Mr Power said, emphasise variety in destinations and experiences, and indicated that 2026 would bring a significant advancement for the brand.
Claire Doherty
Claire Doherty of Travel Department focused on behind-the-scenes operations, explaining her oversight of commercial aspects and customer services.
She detailed the itinerary planning process, where team members research for months to balance pace, minimise coach time and ensure smooth flow, followed by rigorous scrutiny from senior staff. She highlighted positive feedback received by the customer services team, led by Grace, including thank-you cards rather than complaints.
And she recounted a timely customer story from the Holiday World show: a woman in her seventies who had completed 52 holidays with the company and booked another to Japan, continuing to travel alone after her husband’s death because she felt safe with Travel Department. Careful planning, Mr Doherty shared, combined with friendships formed among travellers, has sustained the business for 30 years.
Bob Haugh
Bob Haugh, founder of Travel Department, reflected on the company’s survival over 30 years in a hilarious speech, attributing it to consistent delivery of quality and value rather than constant reinvention.
He argued that excessive change often causes business failure, citing statistics on Fortune 500 companies, and pointed to the unchanging core of holidays despite shifts in booking, payment and access methods since the 1990s.
Mr Haugh recounted early challenges, including reliance on newspaper advertisements, printed photographs from motorcycle trips, telephone bookings and customers sending credit cards by post. He identified trust, honesty, clear pricing, on-time supplier payments and long-term relationships as foundations of success.
He emphasised the unique value of shared group experiences, the role of tour guides as connectors, and the centrality of customers and staff, sharing anecdotes from the company’s early days and expressing gratitude for ongoing support.
Bob Haugh shared: “What made Travel Department amazing, I think is, well, it’s true today as it was back then. I think it’s the trust that our customers had in us. We became that kind of honest friend, that reliable friend, so they could phone up, they could ask us questions about where they wanted to go or what they thought they wanted to go in many cases. And we would tell them, no, I wouldn’t go there, there’s too many steps, the journeys are too long, it’s far aside. We offered excellent value. We never miss old holiday and we never overstated the benefits of holiday. I think honesty was at the core of everything we did.”
Nigel Flegg
Nigel Flegg, chair of the National Concert Hall, addressed the partnership between the National Concert Hall and Travel Department, noting similarities in providing escape, transformation and memorable experiences through music and travel.
He highlighted synergies in inspiring curiosity, connecting cultures and creating lasting impact and empathised with Travel Department’s tenacity and resistance to unnecessary change, drawing parallels with the Concert Hall’s long-planned redevelopment, including the groundbreaking on the Discovery Centre for music education and engagement.
He thanked Travel Department for supporting artistic programmes and introduced young violinist Sarah Brazil, who performed an excerpt from Ravel’s Tzigane with pianist Máire Carroll, a work he explained aas linked to travel and cultural exchange.
Nigel Flegg shared: “We offer moments or extended moments of escape. We offer moments of transformation, an opportunity to step out of our daily grind step away from the busyness of life, corpus or family, or otherwise, and take a few special moments to be abroad with something completely different, and something which can be completely transformational and travel in my own and many people’s experience, has the possibility of the potential to really transport your life, and we believe at the National Concert Hall that music could also does the same.”
Miriam O’Callaghan
Broadcaster Miriam O’Callaghan saidn how much she enjoyed the event, describing it as one of the best weeks and sharing a personal link through family memories of Lake Garda.
She praised the people at Travel Department for decency, kindness and care, agreeing that excessive change is unnecessary. She emphasised values of hard work, entrepreneurship and vision, and led a toast to the company, its founder Bob Haugh, and its leadership including James Coughlan, raising glasses to the 30th anniversary and the next 30 years.
The story of the Travel Department
Founded in 1996 by Bob Haugh, a visionary entrepreneur who spotted a gap in the Irish market for accessible, organised group holidays, Travel Department has evolved from a modest start-up into a powerhouse of escorted tours, specialising in experiences tailored to an older demographic. With a focus on hassle-free, inclusive packages, the company has built a loyal following, blending authentic adventures with the comfort of like-minded companionship.
Haugh’s inspiration was to offer Irish travellers opportunities that were previously scarce or cumbersome to arrange. Starting with European destinations, the company quickly gained traction by emphasising escorted group tours, where every detail, from flights and transfers to accommodations and excursions, is meticulously handled.
This all-inclusive approach appealed particularly to mature travellers seeking security and sociability without the burdens of independent planning. As Claire Doherty, a key figure in the company’s outreach, told the ITAA conference in Alcobaca: “We do everything for the customers, it’s the easiest sell you’ll ever do. The flights, the inclusions, absolutely everything. You don’t have to worry about anything, and if something goes wrong, we’re the ones who look after it. We’re the ones responsible.”
By the early 2000s, Travel Department had expanded its portfolio, venturing beyond Europe into long-haul destinations. This growth phase saw the introduction of themed tours, including cultural immersions and adventure options, while maintaining a core emphasis on escorted groups led by local experts. The company’s evolution accelerated in 2018 when private equity firm MML Capital acquired a controlling stake in a €12m deal, injecting capital that boosted revenues beyond €40m annually.
Under the leadership of Sara Zimmerman at the time, Travel Department broadened its reach, extending departure points to Scotland, and England. This strategic expansion transformed it from a niche Irish operator, with over 140 destinations now on offer, spanning 38 countries.
Specialising in an older demographic has been central to Travel Department’s identity, though Doherty notes a shifting tide: “Our age groups vary, it is becoming younger, it’s no longer… a much older clientele, that’s not the case anymore.” Traditionally, the tours attract those over 50, drawn to the sociable atmosphere where 85pc of participants are Irish, fostering bonds among “like-minded people” who are “sociable” and eager “to have fun” and “experience things.”
Repeat business is astonishingly high, with 70pc of customers returning, and 60pc of those booking four or more times. Doherty highlights one remarkable example: “We have had one customer who has been on 52 tours with us. Her 50th tour was a trip to Japan when she was turning 80. So you absolutely can get customers for life.”
The company’s escorted model ensures groups are never left to chance. Local guides provide in-depth knowledge, enhancing authenticity, such as tea with a royal family on a unique small-group tour in India. Independent hotels are favoured over chains for a “more authentic experience,” and solo travellers are catered to with dedicated itineraries featuring no single supplements, addressing a common grievance. In Portugal alone, Travel Department offers 15 itineraries, four of which are solo-specific.
Evolution has also embraced sustainability and innovation. Recently certified as a sustainable travel operator, the company addresses growing environmental concerns. Doherty proudly states: “Delighted to say we’re sustainability certified… if you do have customers who have concerns around that, at least you can rest easy that we are certified.” Trustpilot reviews underscore this success, with over 5,000 entries averaging 4.7 stars.
Long-haul offerings have surged, now including Colombia, the Galápagos, Peru, and Asia, alongside staples like river cruises where Travel Department’s guide ensures a “fun cohort” with “a bit of a sing-song.” Average prices hover around €1,700 to €1,800 per person, delivering value through guaranteed inclusions and price parity.
Claire Doherty sums it up: “The best thing about our tours is… everybody who’s on one of our tours is sociable. They want to have fun, they want to experience things.” In an industry prone to disruption, Travel Department’s formula of care, community, and discovery remains timeless.”
