Meet Emma Holness, a deaf Independent Travel Agent (BSL)

My name is Emma Holness, and I am a deaf Independent Travel Agent (ITA) and the owner of Travels with Em. I’m also a mother and stepmother to three teenagers, and I live in Suffolk with my family and our two dogs.

I wear a cochlear implant and hearing aid and I communicate using British Sign Language with my deaf friends and deaf customers.

Travels with Em is my travel business where, as an Independent Travel Agent, I handle everything from booking activities like Thorpe Park or football tickets to arranging flights, hotels, transfers, city breaks, full-package holidays, and cruises.

My goal is to remove the stress from holiday planning by offering expert advice and support, ensuring you get the best deals through over 90 trusted suppliers, including Jet2, Etihad Airways, Virgin, and P&O Cruises. I am also ATOL/ABTA trained and protected.

I’ve always loved traveling and experiencing new places. When I saw an influencer successfully promoting their travel experiences and travel business, I was inspired to do the same. After doing my research and signing up, I began this journey.

I soon realised that while many deaf people do travel, there are others who hesitate due to fears of being scammed or struggling with inaccessible information, such as travel advice, passport regulations, or ESTA requirements. That’s where I come in.

I’m dedicated to providing personalised support to ensure my customers have the best possible holiday experience, with clear, accessible information and assistance from start to finish.

One recent personal negative experience that stands out is from last year when I traveled to Florida with my family. At Heathrow Airport, we discovered that some of our suitcases hadn’t been loaded onto our flight.

We spent four days of our holiday trying to resolve the issue and get our luggage sent to us.

When we first realized the problem at Orlando Airport, we had to contact Virgin Airlines at 10 PM, which was exhausting. Fortunately, my hearing family members were with me to help with communication and phone calls.

However, I felt quite helpless in the situation. If I had been traveling alone, it would have been much more challenging, especially since they required a phone number to update us.

Now, as an Independent Travel Agent (ITA), I have established contacts and strong relationships with suppliers, which would allow me to provide better support in similar situations.

My experience and connections could help manage such issues more effectively and ensure a smoother resolution for my clients.

I also have that empathy as I have had many negative experiences as a deaf individual when travelling previously, so I understand the frustrations and sometimes, urgency of some situations which enables me to understand what is needed and how to respond.

Communication is a crucial aspect of travel planning, especially for deaf travellers. Many mainstream travel agents may struggle to fully understand and address the needs of deaf customers, and may not be familiar with specific accessibility requirements.

To get to know my customers and understand their holiday preferences, I offer video calls. This personal touch allows me to better grasp want they want from their holiday and provide tailored recommendations.

Since written English may not be the first language for many deaf people, I use video messages or send emails in BSL to ensure crucial information is clear and accessible.

I also maintain strong relationships with hotels to resolve issues promptly and minimise disruptions during customer holidays.

I understand the importance of accessibility and can liaise directly with hotels to ensure that accommodations are suitable and prepared for any specific needs, such as safety alerts.

I want my customers and to have a comfortable and safe experience from the start.

Unlike large travel companies where you might feel like just a number, I provide a personal touch and genuinely care about ensuring you have the best possible experience.

Whether you know exactly where you want to go or just know you want a holiday but don’t know where to start, I can help.

Navigating search engines and booking options can be overwhelming and stressful, but I am here to simplify the process for you. I’ll present you with tailored options, explain them in detail, and handle all the booking arrangements.

I send reminders for final payments, keep you informed of any changes to flight information, and am available to assist with any other concerns leading up to your trip.

I am also here to support you during your holiday, ensuring everything goes smoothly.

When you reach out with an enquiry, we can connect via video call (or another preferred method) to discuss your holiday preferences and requirements, such as departure airport, budget, location, board type, and rating.

If a video call isn’t preferred, I’m equally happy to communicate via text, email, or to send me a video clip on text message/WhatsApp—whatever suits you.

I will then research and create a holiday package that best fits your needs.

I can then send these options over and offer a follow-up call to address any questions or to assist with booking.

Once your booking is confirmed, I receive a commission just like any other travel agent. Unlike large travel companies where hidden commissions are often built into the price, you get more value with my services.

For payment, I provide a secure link, allowing them to pay the deposit, full amount, or set up installments according to preference.

After the booking, I send all relevant ATOL/ABTA certification and confirmation documents. I’m available for another call to clarify any details if needed.

I remain available throughout the lead-up to their holiday, offering ongoing advice and support. Should any issues arise during your trip, I’m on standby to help.

I support you from start to finish, translate information, answer any questions, and provide peace of mind throughout the entire process.

My personal favourite travel memory was going to Florida Disney as a little girl with my family. We had the most magical experiences with memories I’ll never forget. I highly recommend Florida Disney for those once in a lifetime family holiday.

My goal is to become a full-time Independent Travel Agent which will enable me to travel with the flexibility to work from anywhere in the world.

I aim to continue providing holiday bookings and personalised travel experiences for all my customers.

Personally speaking I’d love to visit Bali or the Maldives, I want to book one of those water hotels that are located out in the sea, with a private pool! A dream for now but who knows! One day 🙂

You can reach Emma via email at: travelswithem@outlook.com or connect on social media: 

Instagram – @travels_with_em1 

Facebook – travels with em 

TikTok – @travels_with_em_1