<![CDATA[Charting The Course]]>Charting the Course is a travel-industry podcast creating space for honest conversations about where our industry has been, where it is now, and where we go from here.


Through conversations with travel agents, suppliers, partners, technology leaders, Legato team members, and other industry voices, the podcast will explore what it means to build a stronger travel profession and a healthier industry.


]]>https://riverside.comRiverside.fm (https://riverside.com)Mon, 26 Oct 2026 09:44:26 GMTWed, 30 Sep 2026 16:56:32 GMT60Legato<p>Charting the Course is a travel-industry podcast creating space for honest conversations about where our industry has been, where it is now, and where we go from here.</p><p><br /></p><p>Through conversations with travel agents, suppliers, partners, technology leaders, Legato team members, and other industry voices, the podcast will explore what it means to build a stronger travel profession and a healthier industry.</p><p><br /></p>episodicLegatomarketing@legatohost.comno<![CDATA[ Beyond Convenience: Why Travelers Still Need Travel Agents]]>Are travel agents competing with AI, or is AI revealing why real travel professionals matter?

In this episode of Charting the Course, Jonathan Morris and Kelli Hayes Smith look at three recent travel headlines involving AI planning errors, alleged travel fraud, and increasingly sophisticated AI-enabled scams.

The conversation goes beyond whether AI gets travel information right or wrong. Jonathan and Kelli explore what happens when travel agents allow technology to replace their judgment, relationships, and responsibility to their clients.

In This Episode

• What AI travel-planning mistakes reveal about the value of travel agents
• Why having access to information is not the same as knowing how to use it
• The difference between convenience and professional discernment
• Where AI should never replace the travel professional
• Why agents need to be visible, transparent, and easy to verify
• How a professional online presence helps establish trust
• Why agents should explain their payment and booking processes
• How professional systems help protect client information
• How empathy, active listening, and judgment separate professionals from machines
• Why travel professionals must be willing to tell a client no
• What it truly means to protect a client’s travel investment

The Bigger Question

If anyone can access travel information, what makes someone a travel professional?

Information is everywhere. The real value of a travel professional is knowing which information matters, understanding the person behind the trip, asking better questions, recognizing what is not being said, and protecting the client’s investment.

AI can support the work. It should not replace the person responsible for doing it.

Article DiscussedResources and Links

Build a Stronger Travel Business

Connect With the Hosts

Follow Legato®

Listen to Charting the Course

New episodes of Charting the Course drop every Wednesday.

]]>https://legatohost.com/15f5a805-d003-48df-9a20-648a7a55fb09Wed, 21 Oct 2026 08:00:00 GMT<p>Are travel agents competing with AI, or is AI revealing why real travel professionals matter?</p><p>In this episode of Charting the Course, Jonathan Morris and Kelli Hayes Smith look at three recent travel headlines involving AI planning errors, alleged travel fraud, and increasingly sophisticated AI-enabled scams.</p><p>The conversation goes beyond whether AI gets travel information right or wrong. Jonathan and Kelli explore what happens when travel agents allow technology to replace their judgment, relationships, and responsibility to their clients.</p>In This Episode<p>• What AI travel-planning mistakes reveal about the value of travel agents<br />• Why having access to information is not the same as knowing how to use it<br />• The difference between convenience and professional discernment<br />• Where AI should never replace the travel professional<br />• Why agents need to be visible, transparent, and easy to verify<br />• How a professional online presence helps establish trust<br />• Why agents should explain their payment and booking processes<br />• How professional systems help protect client information<br />• How empathy, active listening, and judgment separate professionals from machines<br />• Why travel professionals must be willing to tell a client no<br />• What it truly means to protect a client’s travel investment</p>The Bigger Question<p>If anyone can access travel information, what makes someone a travel professional?</p><p>Information is everywhere. The real value of a travel professional is knowing which information matters, understanding the person behind the trip, asking better questions, recognizing what is not being said, and protecting the client’s investment.</p><p>AI can support the work. It should not replace the person responsible for doing it.</p>Article Discussed<ul><li><a href="https://www.travelweekly.com/Travel-News/Travel-Agent-Issues/AI-making-travel-fraud-harder-to-detect" rel="noopener noreferrer nofollow">AI Is Making Travel Fraud Harder to Detect</a></li><li><a href="https://nypost.com/2026/10/06/lifestyle/ai-travel-planning-fails-are-boosting-luxury-travel-advisors/?utm_source=chatgpt.com" rel="noopener noreferrer nofollow">AI Vacation Planning Disasters Are Fueling a Boom in Pricey IRL Travel Agents</a> <a href="https://nypost.com/2026/10/06/lifestyle/ai-travel-planning-fails-are-boosting-luxury-travel-advisors/?utm_source=chatgpt.com" rel="noopener noreferrer nofollow">nypost.com</a></li><li><a href="https://www.abccolumbia.com/2026/10/13/camden-police-arrest-woman-who-allegedly-posed-as-travel-agent/?utm_source=chatgpt.com" rel="noopener noreferrer nofollow">Camden Police Arrest Woman Who Allegedly Posed as a Travel Agent</a></li></ul>Resources and Links<p><b><strong>Build a Stronger Travel Business</strong></b></p><ul><li><a href="https://legatohost.com/successful-travel-business-guide/" rel="noopener noreferrer nofollow">Download the Foundations for a Successful Travel Business Guide</a></li><li><a href="https://legatohost.com/" rel="noopener noreferrer nofollow">Schedule a Call to Learn More About Legato®</a></li><li><a href="https://legatohost.com/" rel="noopener noreferrer nofollow">Visit the Legato® Host Agency Website</a></li></ul><p><b><strong>Connect With the Hosts</strong></b></p><ul><li><a href="https://www.linkedin.com/in/jonathanmorris1893" rel="noopener noreferrer nofollow">Connect with Jonathan Morris on LinkedIn</a></li><li><a href="https://www.instagram.com/kellihayessmith/" rel="noopener noreferrer nofollow">Follow Kelli Hayes Smith on Instagram</a></li></ul><p><b><strong>Follow Legato®</strong></b></p><ul><li><a href="https://www.instagram.com/legatohost/" rel="noopener noreferrer nofollow">Instagram</a></li><li><a href="https://www.facebook.com/legatohost" rel="noopener noreferrer nofollow">Facebook</a></li><li><a href="https://www.linkedin.com/company/legato-travel" rel="noopener noreferrer nofollow">LinkedIn</a></li></ul><p><b><strong>Listen to Charting the Course</strong></b></p><ul><li><a href="https://podcasts.apple.com/us/podcast/charting-the-course/id6818526026" rel="noopener noreferrer nofollow">Apple Podcasts</a></li><li><a href="https://open.spotify.com/show/52ZBHmzenKXuqVFgDIpA1P" rel="noopener noreferrer nofollow">Spotify</a></li><li><a href="https://www.youtube.com/playlist?list=PLXZriVaaWaVk" rel="noopener noreferrer nofollow">YouTube</a></li></ul><p>New episodes of Charting the Course drop every Wednesday.</p>no00:42:1213 Beyond Convenience: Why Travelers Still Need Travel Agentsfull<![CDATA[All Hustle, No Progress? Rethinking Productivity for Travel Agents]]>Are you building your travel business, or are you simply staying busy?

In this episode of Charting the Course, Jonathan Morris and Kelli Hayes Smith talk about the work that actually moves a travel business forward and the tasks that keep agents busy without creating meaningful progress.

They explore how better workflows, automation, marketing, business planning, and accountability can help travel agents protect their time while delivering a more consistent client experience.

In This Episode
  • How to tell the difference between being busy and being productive
  • Why your daily work should connect to your larger business goals
  • How workflows create consistency and prevent tasks from falling through the cracks
  • What client communication can be automated
  • Why your CRM should help you spend less time in the weeds
  • How to keep clients engaged between booking and travel
  • Why marketing should be connected to the work you already do
  • The difference between learning and taking action
  • How comparison and information overload can steal your time
  • Why every travel agent needs clear, achievable goals
  • How an accountability partner can help you follow through
The Question to Ask Yourself

At the end of the day, can you identify what moved your business forward?

Some busy work will always be part of running a travel agency. The goal is to create systems that keep those tasks from consuming the time and energy you need for your clients, your marketing, and the future of your business.

Resources and Links

Build a Stronger Travel Business

Download the Foundations for a Successful Travel Business Guide

Schedule a Call to Learn More About Legato

Visit the Legato Host Agency Website

Connect With the Hosts

Connect with Jonathan Morris on LinkedIn

Follow Kelli Hayes Smith on Instagram

Follow Legato

Instagram

Facebook

LinkedIn

Listen to Charting the Course

Listen on Apple Podcasts

Listen on Spotify

Watch on YouTube

]]>e43c7a91-96a2-4180-92e7-512fbd9230f1Wed, 14 Oct 2026 08:00:00 GMT<p>Are you building your travel business, or are you simply staying busy?</p><p>In this episode of <i><em>Charting the Course</em></i>, Jonathan Morris and Kelli Hayes Smith talk about the work that actually moves a travel business forward and the tasks that keep agents busy without creating meaningful progress.</p><p>They explore how better workflows, automation, marketing, business planning, and accountability can help travel agents protect their time while delivering a more consistent client experience.</p>In This Episode<ul><li>How to tell the difference between being busy and being productive</li><li>Why your daily work should connect to your larger business goals</li><li>How workflows create consistency and prevent tasks from falling through the cracks</li><li>What client communication can be automated</li><li>Why your CRM should help you spend less time in the weeds</li><li>How to keep clients engaged between booking and travel</li><li>Why marketing should be connected to the work you already do</li><li>The difference between learning and taking action</li><li>How comparison and information overload can steal your time</li><li>Why every travel agent needs clear, achievable goals</li><li>How an accountability partner can help you follow through</li></ul>The Question to Ask Yourself<p>At the end of the day, can you identify what moved your business forward?</p><p>Some busy work will always be part of running a travel agency. The goal is to create systems that keep those tasks from consuming the time and energy you need for your clients, your marketing, and the future of your business.</p>Resources and Links<p><b><strong>Build a Stronger Travel Business</strong></b></p><p><a href="https://legatohost.com/successful-travel-business-guide/" rel="noopener noreferrer nofollow">Download the Foundations for a Successful Travel Business Guide</a></p><p><a href="https://calendly.com/d/cyfn-zdq-5w7/learn-about-legato?hide_gdpr_banner=1" rel="noopener noreferrer nofollow">Schedule a Call to Learn More About Legato</a></p><p><a href="https://legatohost.com/" rel="noopener noreferrer nofollow">Visit the Legato Host Agency Website</a></p><p><b><strong>Connect With the Hosts</strong></b></p><p><a href="https://www.linkedin.com/in/jonathanmorris1893" rel="noopener noreferrer nofollow">Connect with Jonathan Morris on LinkedIn</a></p><p><a href="https://www.instagram.com/kellihayessmith/" rel="noopener noreferrer nofollow">Follow Kelli Hayes Smith on Instagram</a></p><p><b><strong>Follow Legato</strong></b></p><p><a href="https://www.instagram.com/legatohostagency/" rel="noopener noreferrer nofollow">Instagram</a></p><p><a href="https://www.facebook.com/legatohostagency" rel="noopener noreferrer nofollow">Facebook</a></p><p><a href="https://www.linkedin.com/company/legato-travel/" rel="noopener noreferrer nofollow">LinkedIn</a></p><p><b><strong>Listen to Charting the Course</strong></b></p><p><a href="https://podcasts.apple.com/us/podcast/charting-the-course/id6818526026" rel="noopener noreferrer nofollow">Listen on Apple Podcasts</a></p><p><a href="https://open.spotify.com/show/52ZBHmzenKXuqVFgDIpA1P?si=98d9a68f00b341fd" rel="noopener noreferrer nofollow">Listen on Spotify</a></p><p><a href="https://www.youtube.com/playlist?list=PLXZriVaaWaVk" rel="noopener noreferrer nofollow">Watch on YouTube</a></p>no00:40:0012All Hustle, No Progress? Rethinking Productivity for Travel Agentsfull<![CDATA[Travel Agent Business for 2027: Better Systems, Stronger Client Relationships and Sustainable Growth]]>Q4 is here, which means it is time to look honestly at what worked in your travel business this year, what did not, and what needs to change before 2027.

In the first full episode of Charting the Course, Kelli Hayes Smith and Jonathan Morris look beyond sales numbers to discuss the signs that reveal the real health of a travel business.

They talk about repeat business and referrals, client experience, workload, systems, automation, onboarding, boundaries, and why travel agents need to define success for themselves instead of building toward someone else’s expectations.

In this episode:

  • Why sales volume is not always the best measure of business health
  • What a quiet season can reveal about your business plan
  • Why a lack of repeat clients and referrals should get your attention
  • How agents build trust by showing up when travel does not go as planned
  • Why strong travel professionals are not competing with AI
  • What should be automated and where agents need to remain personally involved
  • How better client onboarding can reduce your workload and improve the client experience
  • Why most businesses are not fully using the tools and resources they already have
  • How to define success based on the life and business you want
  • Why looking ahead makes it easier to recognize the progress you are already making
Download the Free Guide

A strong travel business needs more than travel knowledge. Download The Foundation for a Successful Travel Business to explore the essential pieces that support a healthy, sustainable business.

Download The Foundation for a Successful Travel Business

Connect With Us

Connect with Jonathan Morris on LinkedIn

Follow Kelli Hayes Smith on Instagram

Visit the Legato website

Follow Legato on Instagram

Follow Legato on Facebook

Follow Legato on LinkedIn

Learn More About Legato

Schedule a call to learn more

]]>f3067654-d41f-48e0-9dd4-090a62e7c7c8Wed, 07 Oct 2026 08:00:00 GMT<p>Q4 is here, which means it is time to look honestly at what worked in your travel business this year, what did not, and what needs to change before 2027.</p><p>In the first full episode of <i><em>Charting the Course</em></i>, Kelli Hayes Smith and Jonathan Morris look beyond sales numbers to discuss the signs that reveal the real health of a travel business.</p><p>They talk about repeat business and referrals, client experience, workload, systems, automation, onboarding, boundaries, and why travel agents need to define success for themselves instead of building toward someone else’s expectations.</p><p>In this episode:</p><ul><li>Why sales volume is not always the best measure of business health</li><li>What a quiet season can reveal about your business plan</li><li>Why a lack of repeat clients and referrals should get your attention</li><li>How agents build trust by showing up when travel does not go as planned</li><li>Why strong travel professionals are not competing with AI</li><li>What should be automated and where agents need to remain personally involved</li><li>How better client onboarding can reduce your workload and improve the client experience</li><li>Why most businesses are not fully using the tools and resources they already have</li><li>How to define success based on the life and business you want</li><li>Why looking ahead makes it easier to recognize the progress you are already making</li></ul>Download the Free Guide<p>A strong travel business needs more than travel knowledge. Download <i><em>The Foundation for a Successful Travel Business</em></i> to explore the essential pieces that support a healthy, sustainable business.</p><p><a href="https://legatohost.com/successful-travel-business-guide/" rel="noopener noreferrer nofollow">Download The Foundation for a Successful Travel Business</a></p>Connect With Us<p><a href="https://www.linkedin.com/in/jonathanmorris1893" rel="noopener noreferrer nofollow">Connect with Jonathan Morris on LinkedIn</a></p><p><a href="https://www.instagram.com/kellihayessmith/" rel="noopener noreferrer nofollow">Follow Kelli Hayes Smith on Instagram</a></p><p><a href="https://legatohost.com/" rel="noopener noreferrer nofollow">Visit the Legato website</a></p><p><a href="https://www.instagram.com/legatohost/" rel="noopener noreferrer nofollow">Follow Legato on Instagram</a></p><p><a href="https://www.facebook.com/legatohostagency" rel="noopener noreferrer nofollow">Follow Legato on Facebook</a></p><p><a href="https://www.linkedin.com/company/legato-travel/" rel="noopener noreferrer nofollow">Follow Legato on LinkedIn</a></p>Learn More About Legato<p><a href="https://calendly.com/d/cyfn-zdq-5w7/learn-about-legato?hide_gdpr_banner=1" rel="noopener noreferrer nofollow">Schedule a call to learn more</a></p>no00:43:2011Travel Agent Business for 2027: Better Systems, Stronger Client Relationships and Sustainable Growthfull<![CDATA[Welcome to Charting the Course]]>Our Mission Statement here :
Charting the Course is a travel-industry podcast creating space for honest conversations about where our industry has been, where it is now, and where we go from here.

Through conversations with travel agents, suppliers, partners, technology leaders, Legato team members, and other industry voices, the podcast will explore what it means to build a stronger travel profession and a healthier industry.


]]>ddbcfdc8-e181-4d2f-b571-35321ea186ceThu, 01 Oct 2026 18:24:13 GMT<p><b><strong>Our Mission Statement here : </strong></b><br />Charting the Course is a travel-industry podcast creating space for honest conversations about where our industry has been, where it is now, and where we go from here.</p><p>Through conversations with travel agents, suppliers, partners, technology leaders, Legato team members, and other industry voices, the podcast will explore what it means to build a stronger travel profession and a healthier industry.</p><p><br /></p>no00:10:481Welcome to Charting the Coursefull