Helloworld is this month celebrating 10 years since the brand’s Kiwi debut, and as it continues its strategy to be a forward-focused buying group with multiple model options, New Zealand general manager Chris Hunter is positive about the future of the company—and the role of the travel consultant. 
“People know they may be able to purchase something cheaper on-line, in theory, but they’re willing to pay for a personalised product and the services of a professional. The challenge for the trade is that we need to continue to demonstrate a perceived value in the eye of the consumer.”
To this end HLO launched its own travel app, which Hunter says has resonated very well with its customers. “It’s fostering a direct relationship between the consultant and the customer. The customer feels supported and connected and can easily contact their [agent].”
And while agents are still fielding high demand, Hunter says the business has made significant mid-off ice gains, through technology and systems which allow improved efficiencies.
“Consultants and business owners are still resource- and time-poor, but new tools like ResWorld enable agency owners to better track operational performance and sales, and consultants can then focus on the commercial aspect of selling.”
A move from focusing on turnover to focusing on margins is also made possible with the new technology, adds Hunter. “It’s not all about the turnover anymore, it’s about extracting the best margins, and effectively allowing our members to work smarter not harder, which is an important part of the proposition.”
. . . Value Market Back
At the same time the trade is starting to see positive indicators as economic pressure eases, adds Hunter. “I think 2026 is shaping up as a good year for both [HLO] and the trade. The economy is improving, interest rates are lower and there’s more disposable household income. While retirees and pleasure seekers have still been travelling, that secondary market, families seeking value holidays, has been impacted by high interest rates. We’re now seeing more inquiry [from that sector].” Other areas where HLO continues to develop is in succession planning and more strategic preferred partnerships, adds Hunter.
