Connecting and elevating independent travel agencies world-wide.

Baltimore, Maryland-based Safe Harbors Business Travel was founded in 1985. It focuses on corporate travel across a range of sectors, including energy, pharmaceutical, technology, non-governmental organization and finance. The agency joined the LCC network in 2023, and discovered that despite operating in a hyperconnected world, membership has helped to bridge cultural and technological gaps.

The benefits became apparent quickly. By connecting with agencies across the world, Safe Harbors was able to build relationships at a speed that would have been impossible before. 

"We've definitely developed some very close relationships (with other agencies) and that's really a result of our relationship with LCC," says its president, Jay Ellenby. "We're in a people business. So if we know that we have a client, let's say in the UK, we know who to reach out to. We know we have a client in Germany, we have somebody we can reach out to.

“We build relationships a lot quicker."

Those stronger relationships have enabled Safe Harbors to amplify its presence on a global scale  and connect with European suppliers that may not have previously appeared on the agency's radar. "We're absolutely bringing them onboard. Now, they do business a little differently, so we're trying to adapt some of their models, and they're adapting to us as well."

Before joining LCC, the agency had been part of other consortia but found them too US-centric. "They really didn't have the connection, the global connection that LCC does. And I think what we were looking for was a level of handholding." The difference, Jay says, was immediate. "The people who work for LCC are extremely responsive. I wouldn't bad-mouth anybody who we've worked with in the past, but it's refreshing."

Overcoming cross-Atlantic complexities

Integrating technology platforms across different regions has proven to be one of the more demanding aspects of international growth, requiring careful adaptation on both sides. Jay notes that when integrating technology platforms, it can be a challenge adapting, synchronizing and homogenizing them on a global level.

“LCC does a really good job of vetting partners, making sure that we're working with good, reputable organizations."

Data regulation adds another layer of complexity. The US and Europe operate under markedly different privacy laws, making data management a critical concern. Payment practices also differ significantly across the Atlantic. In Europe, invoicing is more common, while in the US, credit card payments dominate. "It's a completely different model when it comes to processing," Jay notes.

Prior to joining, Safe Harbors had been managing a range of intricate international challenges without adequate guidance. "We were dealing with a lot of different complexities that needed handholding, as opposed to somebody saying, 'Yeah, we have a partner in South Africa. Reach out to them,'" Jay recalls.

"We needed something a little higher level than that and that's really what opened our eyes to LCC."

Jay is candid about the limitations of relying solely on personal networks. "I've been in the industry for a long time, so I'm very networked. I can pick up the phone with another TMC owner and say, 'What are you doing with this?' — and it will be a great exchange.

“But what LCC has provided is another level of technology that many of us may not be as familiar with."

Expanding horizons 

Membership has opened Safe Harbors to new ways of thinking about the travel management business. Jay praises the "new horizons" available as the business explores how things are done differently in other markets. "It's very cool exposing ourselves to those different opportunities.”

And with a high level of global turbulence currently, Jay says he feels reassured he can reach out to LCC partners for "good candid conversations about how they're doing things and collaborate." He is clear that being part of LCC goes beyond simply securing better supplier rates, as the value lies in a fundamentally more global outlook.

"The difference in focus is big."

That global community is something Jay sees as central to where Safe Harbors now stands.

"We've become a very global organization and a global community, and that's really where LCC comes in very well."

Looking further ahead, Safe Harbors aims to leverage LCC's extensive network of Destination Management Companies. "That is something our meetings department can absolutely take advantage of, and that's something we want to build on in the future."

Managing Director Elvis Kotherja has been running family business Elite Travel in Albania for more than 25 years. He joined the LCC network in 2013, opened a second Albanian LCC location in 2025, and sits on the Advisory Board representing Southeast Europe. 

He is also, increasingly, sharing all of it with his daughter, Rashela, and bringing a new generation's perspective to the business.

For Elvis, the analogy is precise:

"LCC for me, it's like a Master degree. Every year changes. You have to be there and to learn and to learn and to learn."

Advance warning

As an example of the sorts of lessons the agency, when reflecting on his most formative moment as part of LCC, he reaches back to the early years when a senior Lufthansa figure, Uwe Mueller,  stood up and discussed NDC. 

"He said, 'Listen, guys, NDC will be the future. So whether we we want it or not, that's the future, and you must all work on that agenda,"

Elvis was sceptical at first, but the message kept coming, year after year, from someone who understood the airline industry from the inside: distribution will change. 

“That is what he wanted to mention, that we will not have just one channel any more to sell. We'll have many channels to sell. That's something which I will never forget. I mean, that's an experience, to be honest,” he continues.

"Nobody (else) can give this information to you 15 years before things are happening."

That education theme extends to the agency too, as it runs an internal academy, encouraging each department leader to be a “good teacher".

The next generation

Daughter Rashela, who is multimedia and marketing consultant at the agency, arguably grew up with the travel industry. For years she has worked across multiple departments — sales, travel advisory, product, innovation, marketing, communications, finance — building a big-picture understanding of how the business operates. 

Now studying UX/UI design and communication in Berlin, she is bringing a digital perspective to a company that is already highly technology-focused. "I've been raised with a lot of knowledge about the travel industry, so I have that in mind. But I think it should be combined, hand in hand, with digitalisation. It's a very important step."

Her role within LCC is still developing, but the experience of the community has already made an impression. "Knowing different people from the LCC community, even starting at a young age, they always seem to be very advisable and also very supportive when it comes to our generation, which I think is important." 

What has struck her most is the quality of the welcome. "Being there and seeing that you are welcomed — you also feel very keen to continue. It gives you confidence to stand out and talk.

'I'm young at this, but they are hearing me, and they want to know my opinion in this field.' It's very important for our generation."

The diverse nature of the LCC network also helps widen perspectives. "The most important thing is the network and also seeing this industry from different perspectives,” Rashela says.

“It allows you to communicate with different people and to see the topic from different points of view.”

Freedom and responsibility

Meanwhile, Elvis appreciates the freedom of being an entrepreneur, with “no limits, no boundaries”. However, being part of a network does come with some responsibility. He says:

"Nothing comes for granted. A network is perfect if you use it in the right way. If you don't use it, nothing can work itself. You have to push and run."

His advice to anyone in the network, whether new or experienced? "You have to be present. You have to have your own voice, to talk, to meet, to discuss. To make things happen, and that's the power of the network."

Business travel, leisure, crew management, inbound tourism, domestic packages, religious and pilgrim travel… the list goes on for Egypt's Kadmar Travel Lufthansa City Center.

"We are present everywhere," proclaims Samia ElKady, the agency’s Deputy General Manager.

Egypt's only LCC DMC licence holder, and a full business travel licence member of the network for around eight years, Kadmar Travel has built its reputation on breadth.

Corporate travel accounts for 65% to 70% of the business, serving a large and growing roster of multinational and Egyptian companies. The agency is also the leading crew management provider in Egypt, handling complex logistics of airline crew accommodation and transport. Alongside these pillars sits a thriving inbound tourism operation.

"Egypt is a unique destination. It has an exceptional combination of history, culture, and natural beauty, so it attracts a big number of travellers to come and visit," says Samia, who has been at Kadmar Travel for 12 years.

A network of entrepreneurs

The network opened doors to agencies around the world that Kadmar might never otherwise have encountered, meaning there’s pipeline of referrals and a platform to showcase Egypt on a global stage. 

"Being in the LCC network introduced us to many agencies worldwide. I'm not saying that our main travel is from the network, but at least it's an exposure, and it gives us a good opportunity to showcase our country among different sectors."

Samia is refreshingly honest about her journey with LCC. In the early years of membership, her engagement with the network was limited, and she initially questioned its effectiveness.

“At first, I didn’t fully see the value of the network or understand its impact,” she recalls. “But once I became more actively involved, I started to recognize the many opportunities it offers.” The shift came as Samia deepened her engagement—attending events, building relationships with LCC’s team and fellow members, and leveraging the network as a valuable resource.

"I feel like it's a network of entrepreneurs."

The shift came when Samia became personally engaged, by attending events, building relationships with LCC's team and fellow members, and beginning to use the network as a resource. The lesson, she reflects, is straightforward: the value of LCC is proportional to the work you put into it.

"You've got to put the effort in to make the partnership work. It takes investment from you to get the most out of it."

What she found when she invested was something she hadn't quite expected. "I feel like it's a network of entrepreneurs," she says.

"Each member brings a deep local expertise while benefiting from the global collaboration. This balance between independence and international cooperation creates a strong value for clients worldwide."

Tech, intelligence, and the new travel era

One of the areas where Kadmar Travel has found LCC membership most valuable in recent years is technology. The sessions, workshops and briefings that the network organises on emerging tools, AI, and new systems have become an important source of intelligence for an agency operating in a fast-moving industry.

"We are getting introduced to the new travel era through the network.From where do I know the news spreading all over the world? From the global network."

When Kadmar Travel recently began evaluating a move to a new GDS platform, Samia's first call was to LCC's team. "I told them, I'm seeking to move. What do you think? Give me your feedback," she recalls. "They are helping. They are trying to get our business to grow more."

As the only LCC DMC in Egypt, Kadmar Travel occupies a distinctive position in the network; one that generates business in both directions. International agencies refer their clients to Kadmar Travel for inbound travel, MICE events and ground services in Egypt. And Kadmar Travel, in turn, refers outward: when Egyptian corporate clients need to organise events or travel in other markets, Samia goes straight to the network for DMC partners who can deliver on the ground.

"I get travellers from the network and as well I use the other partners to make some events through them," she explains. 

The events, assemblies, workshops and face-to-face encounters are where the value is concentrated. "When you meet someone personally, face to face, it's much more effective. You don't just say ‘hi’ and go. You keep on talking. It's totally different when you keep in touch with people and see them," she says.

"Travel is ultimately about connections. And without connections we will not grow.”

Aquavita, founded in 1993, is one of the largest travel companies in Ukraine. It has been a member of the Lufthansa City Center network since 2001, and corporate clients now account for around 80% of the business.

The agency's business travel focus sharpened from 1998, when a dedicated business travel entity was established. Aquavita became the first agency in Ukraine to work with Microsoft, and built a client roster that came to include Siemens and other major international companies. 

"In the 90s, it was very difficult in Ukraine. We didn't know the service part of everything in travel — like quality or standards," director Bolbut Lada explains.

"Lufthansa City Center really helped us to do the best: to use the marketing tools, technology tools, everything from them."

The LCC brand itself carried weight from the start. Using the network's branding and logo in client communications sent a signal to clients and to prospective staff that Aquavita operated to an international standard.

“It's like a stamp of quality," as Lada puts it.

A network built on people

Over more than two decades, Lada has seen her professional network become a personal one. The assemblies and events that LCC organises have been a consistent source of learning and lasting connections.

"I learned a lot from assemblies, because I saw how they were organised. How can I organise meetings like that?" she says. 

But it is the relationships themselves that matter for Lada.

"I really know a lot of people from LCC, my partners, my friends now, from different countries. If I'm having some problems, or if I need to organise events, or if I need help, I call or message my friends."

Wartime lifeline

When war came in February 2022, the LCC network responded. Although the staff faced danger, displacement and uncertainty, the work of running a travel company did not stop. Aquavita kept operating, serving clients who still needed to move.

"From the first day of the war, a lot of LCC members, management — they called us," she says. The calls kept coming. "I have a lot of conversations. I really was surprised about that, there was a lot of moral support from members."

LCC also helped organise a special fund for Aquavita from the very first days of the conflict, and member agencies across the network extended invitations to Aquavita's employees and their families, even offering them places to live in their own countries.

The invitations mattered enormously. "It's really a huge thing for me,” says Lada. Practical help followed too, including food parcels.

Looking forward

A new generation has begun to join the team, and the family behind Aquavita has also channelled its energy into the broader community: supporting journalists working in Ukraine, running drone operator training courses, and organising painting classes for women who have lost husbands, sons and brothers.

When the war ends, Ukraine will need rebuilding, and that means companies, workers, and eventually tourists, all of whom will need to travel. Lada intends to be ready.

"We look to the future. We see the future. But without the war."

Ariana Voyages was founded in 1984, named after its city home in north-eastern Tunisia. It is one of the oldest travel agencies operating in the Tunisian travel industry, and Youssef Boussada took over the family business, which specialises in leisure travel, in 2015.

“Coming from a marketing background when I joined the agency, we were thinking with management: how do we rebrand?” The idea of joining the LCC network came through a conversation with a Lufthansa key account manager, and membership was raised as a solution to the rebranding problem.

"Our name was Ariana Voyages — it was not that sexy," he recalls. By joining the network, Ariana Voyages could retain its established name, built over four decades (and founded by Youssef’s father, Radhi Boussaada), while adding the Lufthansa City Center identity alongside it. 

In 2022, it became the exclusive franchisee of Lufthansa City Center in Tunisia, which Youssef says transformed it into a multinational travel agency. It is also a Destination Management Company within the DMC network.

Commercial sense

As well as the brand boost, Youssef feels the association with the airline was a key advantage too. At the time Lufthansa no longer had a direct sales presence in Tunisia, meaning that customers who wanted to buy Lufthansa tickets needed to go online with a foreign credit card or travel to the airport. Ariana Voyages stepped into that gap.

The results were striking.

"We were selling few tickets back in 2020. But now, after five years, I'm among the top three sellers of Lufthansa tickets in Tunisia.”

Further advantages became apparent after Youssef attended his first LCC event in Nice 2022, shortly after the pandemic.  “I discovered the strength of this franchise and this network when I went to my first event, and saw great entrepreneurs within this network. Bit by bit, I went to my first event, then second, and I enlarged my network,” he remembers.

Being inside the network means being exposed to technology trends and market developments before they reach the wider industry too. For example, Ariana Voyages became one of the first agencies in Tunisia to introduce NDC content into its offering, an early mover advantage came directly from the network. 

"How did we know about NDC if we were not in the LCC network?" Youssef asks.

"When we are in the LCC network, we are ahead of our local market. We have access to cutting-edge technology. We see the trends during the Lufthansa City Center events."

LCC events have recently focused on generational shifts in traveller behaviour as well as geopolitical dynamics, which have caught Youssef’s attention. "It's not only in terms of business tools, but also from a sociological part: how Gen Z will react, the geopolitical part. That is the thing about the Lufthansa City Center network."

Trust infrastructure

Another network advantage for Ariana Voyages is the guaranteed quality of partners. Before joining LCC, finding reliable counterparts in unfamiliar destinations meant trawling the internet and hoping for the best. "Sometimes you can find people who are not serious," Youssef notes. 

And it’s not just other LCC members, but what helps too is that he can reply on their local recommendations. “I have a pool of travel agencies in the UAE, Kenya, Istanbul … I can pick up the phone and say, ‘Hey, listen. So I have a trip to that country. Do you recommend this guy?.” So you ask for a kind of validation as well,” he adds.

And reaching out to people this way has gone on to produce genuine partnerships. "When you make colleagues who become friends, you tend to develop business together. They send you clients, and you send them clients," he explains.

"It's all about the people. And the human touch in the LCC network is invaluable."

An active voice 

Meanwhile, Youssef sits on the LCC Middle East and Africa Advisory Board, after being elected three years ago. “It's another level actually being part of the advisory board. It actually enabled me to sit with really great leaders,” he says.

He also argues that the role has made the agency the “ears and eyes” of the Middle East and Africa region within LCC, feeding market intelligence upward and helping shape decisions that affect the wider network.

“I’m learning a lot from them, trends on what's happening in their market, getting their experience, but also from my youth perspective, I like trying to give back my perspective and share … we can speak about everything.”

They say absence makes the heart grow fonder. Whether that applies to Anywhere Travel is a question worth asking, because the Sydney-based agency is about as far from LCC's German headquarters as it is possible to be. 

But general manager Nik Young is not particularly fazed. More than 10 years into membership, with a team of 37 staff, a strong client base that has stayed loyal since 2015, and a total transaction value that has doubled since the pandemic, the relationship is working.

When Anywhere Travel joined LCC, the agency's profile was different from today. The GM recalls being familiar with the airline, less so with the network “being a little cozy corner of the world.” At that point, Anywhere Travel was focused on academic and educational travel, but wanted to diversify its corporate portfolio as three major universities represented 70% of the company.

LCC changed that. 

"Pretty quickly we were getting involved in tenders globally, which was interesting".

The network provided a framework and connections to pitch for business that, previously, may have been out of reach. "We grew both in knowledge and I guess the way we actually bidded for business moving forward when we joined LCC was good."

Some of the clients won through those early LCC-supported tenders are still with the agency a decade later. "They put us on the right track, built the road. We were able to keep them," Nik says. 

Today, corporate and events travel accounts for around 75% of Anywhere Travel's business, with the remaining 25% in high-end leisure. Of the 37-strong team, 23 are dedicated to the corporate side.

Business opportunities 

Today, locally speaking, Anywhere Travel is competing directly against the likes of CTM or the FCM Group. The agency's proposition is built on service quality rather than price. Those who want the cheapest option have other choices.

"If people don't want to use us, or they don't want to pay for our services, then go to an alternate provider. They soon come back, " Nik claims.

LCC plays a specific role in this competitive context, particularly when global tenders come into play. When a large household appliance company put a global travel management brief on the table, Anywhere Travel was able to draw on LCC's network and framework to mount a credible international response.  "There was great support in Germany and how we actually took control of it — who we chose and recommended help us globally." 

Knowledge gathering 

On the technology side, LCC helps to open the doors to platforms, including reporting tools. On the leisure side, there is appetite to deepen engagement with LCC's DMC partners, particularly across the Eastern Mediterranean and beyond, as well as Egypt, as the agency expands its ultra-luxury offering.

“We could do more and I think that's something we'll be looking at as we expand the leisure team beyond that luxury side of things. The DMCs are great.”

Nik is candid about one aspect of the LCC experience that he would like to see develop. While the LCC network's centre of gravity is naturally European, and he notes there can be an “out of sight, out of mind kind of thing”, he is clear the desire to contribute more is there.

"I can be heard. It's not a problem. I would love to do more."

What helps bridge the distance is the events programme. The General Assembly in Malta was a turning point for Nik, meeting American and European counterparts in person. I thought it was excellent and got a lot out of it,” he says. And recent  Asia-Pacific regional events, including Bangkok, have also provided a more locally relevant forum for building relationships.

Looking ahead, a significant global tender for one of the agency's most important clients, which was delayed for two years, is finally moving forward, and LCC will be central to how the agency mounts its response.

Poland’s eTravel is the largest travel management company in Poland, but that wasn’t always the case.

Marian Szypuła, vice president, chief supply chain officer, recalls when the agency joined the Lufthansa City Center network in 1999, when eTravel was a modest operation.

"I wanted to expand out of Poland. As a small company, I did not have enough knowledge and not enough financial funds. I wanted to learn from other markets, from people who knew more about this business than I did."

Joining the network was a successful strategic decision. "I can say that 100% my expectation was fulfilled,” Marian says.

“It even exceeded my expectations."

Through the network, eTravel takes advantage of many commercial contracts with hotels, airlines, car rental companies, technology suppliers and other vendors.

"These are contracts I would not be able to get on my own.”

However, membership offers more than a commercial edge. It has helped Marian avoid the kind of costly errors that have derailed other agencies. "I think I avoided many mistakes I could have made, particularly in decisions to expand into different areas, and in investments in technology and equipment. There was a really big chance to lose money, or even to lose the company." 

And tapping into the network also provided him with business inspiration. "LCC gives me tools to shape my business,” he says.

“They told me: you have the tools — how you shape your business is your idea. And I think I used this help quite well, positively, because I saw success."

Reliable partners

Fast forward, and eTravel is a global player today, and that is partly down to the relationships made among LCC peers.

"If I have any issues, challenges or requests in any country where our members are, I have friends there, and I have reliable partners. This supports our business and makes us much more competitive," says Marian. 

It extends to knowledge and peer-to-peer expertise too.

"We can discuss with our colleagues from global markets about procedures, situations, solutions — how we work. In our ‘family’, we are not competitive, we are friends. We can discuss everything, even deep, let’s say ‘confidential’ solutions."

Independent, but not alone

The landscape of corporate travel is changing fast, with plenty of consolidation taking place, notably with American Express Global Business Travel.

So can an independent agency compete? Marian thinks eTravel is able to better adapt to market situations because the LCC franchise model, he argues, gives him something the global giants cannot offer: freedom.

"I'm free. I can do whatever I want. I can develop my business in the direction of my strategy. If I need help, I can ask for advice at any time, but I am not limited. Nobody tells me what I shall do or what I can do." 

And rather than diversifying into every segment of the travel market, the agency is focused on what it does best: travel management. With a foothold already established in the Czech Republic through a Lufthansa City Center franchisee, the plan is to look to expand across Central Europe and establish regional leadership in the TMC space. 

Giving back

Marian joined the LCC Advisory Board in 2002, just three years after becoming a member, and has served on it ever since, including a period as its chairman. "They helped me. Now I try to help our colleagues, our organisation. I share my experience, my views on this business, and where I feel LCC itself could help its members." 

With almost three decades as an LCC member, Marian must have several memorable moments. But the one he decides to share goes all the way back to the beginning:

"The best moment for me was the decision to join the LCC network.”

Vienna-headquartered Mondial Travel, run by Gregor Kadanka, employs around 130 people across Austria, Germany, Hungary and the Czech Republic. 

Founded in 1966 by Gregor's father, the agency originally focused on four pillars: congresses, DMC, business travel and leisure and now also operates as a tour operator and handles incentives.

That kind of spectrum defines much of the independent travel landscape in Central Europe. So where does a network such as Lufthansa City Center fit in exactly? Reflecting the range of services Mondial offers, LCC plays a role across many aspects. Asked to sum up what membership has meant over two decades, Gregor's answer is short: 

"It translates to connections."

It started with an airline

Gregor joined the business in 1997, beginning in the IT department, before taking over in 2007. Around that time, Mondial joined LCC. For an Austrian agency, the initial logic was straightforward; it was closely tied to the airline whose name the network still carries. 

That brand association mattered commercially. Mondial today has a market share of 70% with Lufthansa, and the early years of membership were focused on the commercial proposition, with agreements with other suppliers in the network equally financially attractive.

Another early advantage came as NDC content became a live operational problem for travel agencies. Rather than each member tackling the challenge alone, LCC agencies worked on it collectively.

"The most important story here was that when NDC content came up, we were all looking for solutions."

Mondial adopted Atriis as part of that wider network response to a shared industry challenge, and continues to use it to this day.

The value of the Advisory Board

Gregor joined LCC's Advisory Board for Western Europe around 10 years ago, where he leverages the flow of information and ideas between members.

"It's more about the exchange of knowledge and ideas."

That exchange matters because, as Gregor puts it, he is "always, always looking for business".

The board meets three times a year, and Gregor tries to attend at least one of the bigger industry gatherings alongside the board meetings. For him, a major benefit of membership comes down to those meetings, and the people he has met through them. Colleagues from across the world, at every career stage, make up what he describes as a personally rewarding experience.

Twenty years in, his vantage point has also shifted. He has gone from being the new face in the room to one of the network's more senior voices, watching members come and go over the years. "It's very interesting," he says, a view that only comes with time in the network.

Looking ahead

Gregor has his sights set on continuing to use the network to bring in "new partners, better steering, better information" and a focus on getting the most out of the contracts he signs. 

"With membership, you cannot stop," he adds.

“LCC is not as a contract to be renewed each year, but as permanent infrastructure for a mixed agency navigating a fragmenting industry.”

From buying power to secure strong airline terms, and adapting NDC-ready technology, Gregor returns again to his mantra:

“It's all about connections.”

Based in Fabriano, Italy, Santini Viaggi is one of the country’s most established travel agencies, as it was founded in 1952 by Edgardo Santini. It also lays claim to having joined Lufthansa City Center twice.    

Santini Viaggi focuses on business travel, at about 70%, then leisure, with a single-digit percentage of DMC services. As well as Fabriano, it has an office in Bologna. 

The first chapter of the LCC story began in 2008. The pandemic brought a restructuring and cost pressure that led the agency to step back from the network. But as the industry recovered and the competitive environment sharpened, the agency returned in 2023. 

"We decided to go back into the network, because we thought we needed to be competitive in today's world. We needed to be part of the global network to be closer to suppliers," recalls operations manager Matteo Viaggi.  

When Matteo considered which network to rejoin in 2022, he naturally looked at several other network. But the pull of the Lufthansa City Center name proved decisive.

"The power of the brand, Lufthansa City Center, with Lufthansa behind the scenes, in some ways, empowers you. It gives you great visibility. And for clients, it makes the difference seeing Lufthansa City Center rather than anything else."

Global scene

The second chapter means Santini Viaggi is as competitive as ever, with a seat at the table, something which Matteo relishes as the agency pitches for bigger deals.

When one of Santini Viaggi's existing corporate clients issued a global travel management tender, the agency faced the challenge that confronts every independent TMC in that situation: how do you compete against the American Express Global Business Travels and BCD Travels of the world?

The answer, Matteo found, was to pick up the phone to LCC. "Thanks to the network, I was able to participate, to really present a global project, which I wouldn't have been able to compete against other TMCs." 

When the brief came in with a month's deadline, the first call was to LCC. "I told them, I need support from agencies from China, from the US, from Mexico, because we need to get together." 

The response was immediate. 

"Everyone was really willing to help me from day one, because I had three weeks to put everything together," Matteo adds.

The tender did not go Santini Viaggi's way on that occasion, but the experience proved the concept: "I was very happy with what we did anyway. The same format can be used, definitely, in the future." 

Gaining access 

One of the most tangible benefits of returning to the network has been access to global suppliers and technology partnerships that would be out of reach for an independent agency.

"Being a relatively small agency, it gives us the possibility to gain purchasing power and support."

And on the technology side, LCC offers a pathway to suppliers that are reshaping how travel agencies operate. AirGateway, an NDC distribution platform, came via the network — as did a broader understanding of what NDC means for the industry.

"Being in a network gave me a wider perspective on what NDC is, and the importance of it," Matteo reflects.

More recently, the travel agency has implemented A3M Global Monitoring, a travel risk management system that allows companies to track their travellers in real time and keep them informed before, during and after their trips. That too came through the LCC supplier network. 

The agency is also exploring self-booking tools, like Atriis, and data management platforms such as TripStax, with a clear strategic purpose:

"We go towards our clients, and bring them innovation."

Window on the world

For a business of Santini Viaggi's scale, visibility matters. Corporate clients look for partners they can trust. "Our clients are looking for reliability. They want to know who they're talking to." The LCC affiliation provides that reassurance, while preserving the independence that defines the agency's DNA.

"We can maintain our own identity. We can, as a small agency, be independent, but at the same time, it gives us an international outlook, so we can be recognised everywhere."

Another membership plus is the events, and Santini Viaggi attends LCC's global and regional gatherings once or twice a year. “You always get great insights. It's an opportunity to put faces to names, to get to know people and really establish relationships,” Matteo says.

Those relationships have direct commercial consequences. For example, when Santini Viaggi needs to organise a group trip to Tunisia or Egypt, Matteo knows exactly who to call because he has already met them. "When you meet someone in person, it makes it easier when you go back to the office and send them an email. You build trust. That's why we are working a lot with the DMCs in other countries, because we get to meet during events."

At the same time, the operations manager is keen to give back. “We share a lot of what's going on in our respective countries. We can compare, and get some ideas on the way they work in their countries. So it's really beneficial." 

Events are also a “great window on the markets” that can help the agency see new perspectives, Matteo believes, but you need to be proactive: “Attend events, not with the expectation to only get something, but also bring something to the table and then you can get something better.”

Founded in 1992, West Express is the biggest travel agency in the Baltic States, managing a roughly even mix of corporate and leisure journeys and events for local and international clients. 

General Manager Raimondas Useckas joined the company in 2015 and oversees some 165 employees across 14 offices around the country. In 2024, he made the decision to bring West Express into the Lufthansa City Center network — a move that, for him, felt entirely natural.

That's because Raimondas is no stranger to LCC. His previous agency was already a member of the network, and the experience left a lasting impression. "When I was managing my previous company the company was an LCC member. So I understood the power of networking, of exchanging experiences, and the cooperation with other partners abroad," he says. Returning to the network with West Express, he knew what to expect — and the results have not disappointed. His verdict is straightforward:

"It works."

Trust as a business tool

One of the most compelling benefits Raimondas highlights is something that might seem intangible but has very real commercial implications: trust. Fraud is on the rise globally, and made more sophisticated than ever by artificial intelligence. Knowing that your business partners are legitimate is no small thing.

"It's about networking with other representatives of travel agents from other countries. You know you can trust a company that you approach.”

“For example, let's say if we need a partner in Brazil, I would prefer to choose an LCC member," he explains.

The stakes are high. "It's not a fake company, which nowadays you cannot know. There's a risk that you can send the money to an unknown person or organization. So (LCC) is a trusted network," he says. This anti-fraud dimension is valuable when West Express evaluates new supplier contracts, whether for rental cars, hotel suppliers, or transfer companies. Beyond fraud protection, access to preferential supplier rates and negotiated fares and conditions represents another significant financial advantage.

Leading technology, minus the overheads

Running a large travel management company comes with pressure to stay current with technology, but building that capability in-house is a different proposition entirely. For Raimondas, LCC’s partner network provides a practical solution to this challenge.

"We don't have a specific technology department that is developing; it's too expensive. We are a TMC, not a technology company, so it's better to buy those services from specific companies. That is a strength of LCC, it gives us recommendations."

West Express is currently in the final phases of integrating a new technology platform, and Raimondas is optimistic about what comes next: "We believe that it's going to bring us very good results."

On the commercial side, Raimondas is clear about where the opportunities lie. While the corporate travel segment is "slightly squeezing," he sees real growth potential in leisure through dynamic packages and destination-specific programmes. LCC is already a valuable source here — West Express leverages this particularly in the US and other markets. "So it works. It works very well," he adds.

It works both ways, too. West Express brings its own expertise to the table, with team members who have significant destination management experience supporting inbound travellers. "Depending on the request, our teams can help manage arrangements on the ground," Raimondas says.

Positively ‘infected’ by LCC

Perhaps the most telling sign of how deeply the LCC philosophy has taken root at West Express is what has happened within the team itself. Raimondas describes watching colleagues attend LCC events and return transformed:

"A lot of people in our team who have visited LCC events, they really like it so much. They also became 'infected' by LCC —  in a positive way!"

One moment stands out. A colleague from West Express MICE departmentattended a regional meeting in Zurich last year and came back with an ambitious proposal: to host the next one in Vilnius. What followed was months of work to secure governmental support and beat off competition. The regional meeting is now confirmed for Vilnius from June 7-9.

For Raimondas, it was a personal milestone. He had dreamed of hosting an LCC event in Vilnius a decade earlier but the time wasn't right. Seeing his team make it happen independently was something else entirely. "I'm not the only one who trusts in this," he says, and that, perhaps, is the most powerful endorsement of all.

Family-run travel agency Tifa Travels was established in 1991. Splitting his time between offices in London and Lagos, Nigeria is chairman and CEO Akeem Adewole, who joined in 2009, then took over the agency from his uncle and his wife in 2010. 

It has 15 staff in Nigeria, and three in the UK, with leisure making up about 70% of the business with the remaining 30% business travel — a figure that is likely to grow over the coming years.

In fact, joining LCC almost a decade ago helped to open the door to more business travel, as when he took over, working alongside his wife (Adelola Adewole, managing director) he set his sights on expanding the business globally.

That first step, back in 2018, involved “looking for relationships” at various industry events, such as ITB Berlin, London’s World Travel Market and the U.S. Travel Association's IPW. 

“The test was to do things differently, to have relationships that go beyond my country, to go beyond Nigeria and to also stand out,” Akeem recalls.

“I was looking for something that would make us different from other travel agencies.”

After exploring options, which included joining American Express Global Business Travel, he eventually opted for Lufthansa City Center. “Originally, I'm a fan of Lufthansa. Even our agency under our predecessors, Lufthansa was always one of the airlines we cooperated well with. We see the product as authentic, something that is reliable,” he adds.

LCC represented “the badge” that Akeem was searching for, and the agency joined LCC in 2018, where it became the first member in Nigeria:

“There had to be a facelift. You have to create an office that shows Lufthansa City Center in all its facets. So everything became different and we were so happy about that.” 

The tech advantage 

Another area Akeem is happy about is the technology partnerships that help Tifa Travel unlock new revenue.

For example, attending training sessions provided by the network, he learned about the tools that would serve his customers, and suit his business needs.  “In most meetings, LCC invites industry partners and global suppliers. So that's where we met with AirGateway,” Akeen recalls.

AirGateway’s technology enables airlines and travel agents to enhance their retailing channels bringing rich content, dynamic pricing and ancillary services as defined by IATA's new New Distribution Capability standard.

For Tifa Travel, being able to adopt NDC was critical: ”What they have done is harness the different markets in the network, and put them together on the platform and then presented that platform to us.”

Akeem credits a revenue uplift of 60% through using AirGateway, thanks to the lower prices he can offer compared to market rates. The platform also allows Tifa Travel to grow its affiliate programme, as it has many “sub agents” that depend on it to supply flights.

It’s an example of the power of LCC meetings not just for networking. As Akeem points out:

“The network knows what is required for you to do well in serving the customers and the tools that you need to use.”

Tifa also works with full-service consolidator AERTiCKET, which offers solutions for large and small travel agencies as well as for tour operators and portals.

Without LCC membership, the CEO thinks it would have been difficult to find or reach out to these types of technology providers. 

Business links 

Tifa Travels has further developed its corporate travel offering through doing business with German organisations, after hearing about the successes an Indian LCC member had with The German Chamber of Commerce.

Tifa Travels later joined the German Chamber of Commerce in Nigeria, which helped access organizations with international offices across the globe. It also paved the way to establish a “very good relationship” with the German Embassy. 

“Most corporates deal with names that are known in the industry, it’s an additional layer of security doing business with them. So Lufthansa City City center gave us that brand, quality seal and proof of quality.”

Akeem plans to grow this side of the business travel further because he feels it is more secure, and sustainable. “With leisure, they can decide to buy from you today and then go elsewhere tomorrow,” he adds. 

Cruising ahead with the DMC network

At the same time, cruises are strong sellers at Tifa Travels. Customers voyage around Europe, with stops at Greece, Spain, Portugal and Italy, as well as Turkey. In these instances, the agency takes advantage of DMC partners in the LCC network as guests organize events, tours and inland transportation. 

“Right now we're working with a group that is going to Italy next month, so we're working with one of the DMCs of our LCC network,” Akeem says. “We do take advantage of that.” 

Further ahead, his plans for Tifa Travel include expanding how it can act as a GSA (General Sales Agent) for airlines, particularly those in the Star Alliance, as well as representing tourism organizations and other global suppliers in Nigeria.

“In 2021, our agency was appointed as a General Sales Agent (GSA) for a Star Alliance airline in Nigeria—an important milestone for our business. A key contributor to this achievement was our affiliation with Lufthansa City Center.”

Now, with the right partnerships in place, corporate travel, on top of representation, is a  focus for the years ahead. Akeem envisages a new phase that forges closer links with other parts of the world, including Asia. “Our target is to find an airline from China, for example, that can plough the route between Africa and China. Demands are there and we are here to care for our travellers globally - with our powerful network behind us - also towards new routes, markets and needs.”

Patience, as a virtue, can be a challenge in today's always-switched-on world. But for Scottish agency In2Scotland / The Travel Company Edinburgh, it is perhaps the right word for how its membership of the Lufthansa City Center network has played out. 

General manager Angelina Fairgrieve recalls joining LCC in 2019, just before the pandemic arrived. “It's taken a bit of time to kind of get things going,” she says. “Obviously the pandemic, right after we joined, didn't particularly help.”

Yet the integration, and interactions, went well, with calls, meetings and even conferences held on Zoom, and Angelina believes the business “now sees a good return”.

So what does that look like? 

The conversion factor 

In2Scotland / The Travel Company Edinburgh,  started life as a business travel agency in 1991, but swiftly expanded into other areas. Edinburgh-based Angelina joined 16 years ago, specifically to look at meetings and events. 

Today she manages a team of 16 people, and notes how In2Scotland is a diverse agency; alongside its status as a TMC, it is a DMC, MICE organiser and deals with leisure bookings. It even acts as a tour operator. 

And it enjoys a relatively unique position as the only LCC member in Scotland. It collaborates with Good Business Travel as well, which is in England. The agency was formerly known as Good Travel Management, but rebranded in January 2026, and is now under a new umbrella brand, The Good Travel Collective.

The two businesses pretty much represent the UK for LCC, and the benefits are clear with access to the network’s broad, international reach. A key benefit of the LCC network for In2Scotland is that it produced a “big increase” in enquiries, Angelina says. 

“Having partners in every country is really helpful, because I look after outbound travel and meetings for our corporate customers,” Angelina says. “For example, I've got a group going to Hungary, and we are working with LCC member OTP Travel.

“We are safe in the knowledge that all the other agencies are vetted, because I go to all of the conferences and the meetings; I've met them all.”

She calculates that about 20% of those enquiries convert to bookings. “A client could be looking at multiple destinations. So they might come and say, we're getting a bid from Barcelona, Amsterdam and Edinburgh,” she adds. “And so we get a lot of inquiries that don't necessarily always convert.”

Speaking out 

LCC’s portfolio of global events contribute in other ways. Another example from Angelina: “We had a European meeting in Zurich last year in June, and I was chatting to a guy called Joe, based in the US. We kept in touch, as there might be opportunities. We actually had a call with him last week, with their Scotland specialist and also discussed what they do in the US, that we can promote to our customers as well.” 

She pinpoints a specific DMC event run by LCC that took place just before ITB in Berlin as innovative. “One of the Greek DMCs I was sitting beside sent us a lovely enquiry for London, and if I hadn't been there, I wouldn't have met her,” Angelina adds.

And another anecdote: “I've also got a group going to Italy in a couple weeks. So we've got a local partner there who's doing the evening activities for us.”

Meanwhile, events give a chance for Angelina to promote the agency:

“The biggest opportunity for me is being able to actually speak at the events, because there's only so many people you can chat to during a coffee break.”

The network effect also spans to trouble shooting. “We have one of the partners in Mexico, and there were some issues with Latam ticketing. I just phoned her and asked if she could issue tickets and she said yes, no problem. So it was brilliant,” Angelina says.

“It's definitely about the relationships that you can build.”

After a slow start, LCC has become a core driver of international pipeline for In2Scotland / The Travel Company Edinburgh.