Travel Team of the Year Award Winners – CTM & Universal Music Group

Congratulations on winning Travel Team of the Year! What does this recognition mean to your teams?

CTM
Winning this award means everything because it recognises the incredible way our teams go above and beyond every single day to deliver exceptional service, unwavering support and outstanding results for our customers.

It is a tremendous honour and a testament to the hard work, dedication, commitment and collaboration of our people. I'm incredibly proud of what we've achieved together.

Universal Music Group
Winning Travel Team of the Year means a great deal to all of us. I wasn't expecting to feel as emotional as I did when our name was announced.

Over the past year, the team has consistently gone above and beyond, working evenings, weekends and additional hours to ensure key projects were delivered successfully and on time. Seeing their dedication and hard work recognised by the industry through this award has been incredibly rewarding, and it's something the entire team is extremely proud of.

What's been the key to your success?

CTM
While our home-grown technology, agility and innovative solutions have been key drivers of our success, it's our people who truly set us apart.

This award reflects the dedication, expertise and collaboration across the business, enabling us to consistently deliver exceptional service while navigating an increasingly complex travel landscape. Our success is built on strong relationships, a shared commitment to excellence and a culture where everyone is willing to go the extra mile for both our clients and each other.

We're also fortunate to work with customers who are collaborative, driven and respectful—partnerships that make it possible to achieve even more together.

Universal Music Group
Our team has remained highly adaptable and responsive to the changing needs of both our travellers and the wider organisation.

We're fortunate to work closely with CTM's in-house development team, building a genuine partnership where ideas, feedback and innovation are welcomed. By collaborating with CTM booking agents and UMG travel arrangers, we're able to design solutions around the people using them every day and continually evolve our programme to meet changing needs.

How do you keep innovation and customer experience at the heart of what you do?

CTM
Innovation and customer service are two of CTM's non-negotiable pillars—they sit at the heart of everything we do.

Having proprietary technology and in-house development teams gives us the agility to create bespoke solutions that improve efficiencies and enhance the traveller experience. By continually listening to our customers, embracing new technologies and always looking for ways to improve, we ensure innovation is driven by real customer needs.

Most importantly, our team remains committed to delivering a personal, responsive service, ensuring every decision is centred on creating the best possible experience for our customers and their travellers.

Universal Music Group
One of the biggest drivers of a successful travel programme is listening.

We actively seek feedback from both travellers and bookers because every interaction provides valuable insight into what's working well and where improvements can be made. Engaging stakeholders throughout the programme and using that feedback to drive continuous improvement is key to delivering a better experience for everyone.

What lessons have your teams learned that others could benefit from?

One of the biggest lessons we've learned is the power of teamwork.

When you bring together two teams like CTM and Universal Music Group, the old saying really is true: the whole is greater than the sum of its parts.

Great results come from putting people first, investing in strong relationships, encouraging collaboration and staying adaptable to change. Innovation is important, but it's most effective when combined with a customer-first mindset and empowered teams that are trusted to deliver, evolve and continuously improve.

If you could take a trip anywhere in the world, with no limits on budget or agenda, where would you go and why?

CTM
Texas Tornado Alley!

Visiting Texas has always been a dream of mine. I've always been fascinated by storms and meteorology, so the opportunity to chase a storm would be incredible—especially if it involved authentic Texas BBQ brisket along the way.

After all, everything's bigger in Texas... yee-haw!

Universal Music Group
Hawaii would be my dream destination.

As a lifelong Jurassic Park fan, and with children who absolutely love Moana, it's somewhere that's always captured our imagination. The incredible landscapes, rich culture and connection to some of our favourite films have kept it right at the top of my bucket list for years.

Discover all of our 2026 Achievement Award winners and browse the event images.