Business clients are extremely demanding, seeking speed, precision, VIP service, and flexibility for last-minute changes.
Today’s travellers are increasingly knowledgeable and well-informed. They often know in advance what they want, but when they entrust us with organizing their trip, experiences, and impressions, that’s proof of our success in delivering personalized service, says Romana Žižak, Director of Obzor Putovanja, for Diplomacy&Commerce. This agency has been present on the market for 32 years and also serves as the operational agency of the national airline Croatia Airlines. Tourism has been her career path and passion for 17 years, and after all this time, she says that what still brings her the most joy is direct communication with clients, their satisfaction, and a happy team standing behind it all.
- You are at the head of an agency that has been operating for 30 years, how would you describe the needs and demands of . travellers – the market today compared to 30 years ago?
The market has changed significantly, and we have evolved with it in order to remain a market leader and a reliable travel partner. In the past, the focus was on group packages and standardized arrangements, which made it much easier to shape trends. Today, our travellers are looking for personalized, authentic experiences and flexibility, and we must not forget the growing importance of sustainability. Individual itineraries, wellbeing packages, and eco-tourism are constant topics. Information and destinations are much more accessible than before. The pandemic has left its mark, and digitalization is a recurring theme. With so much information available, there’s also an issue of misinformation, which is equally widespread. In any case, we must be more informed and professional than ever, and, of course, closer and more accessible to our travellers. We design journeys based on different interests, adapt to budgets without compromising quality, follow all specific requests and preferences, and remain available 24/7. That’s our formula for success, and we never deviate from it.
2. Travel and tourism are highly sensitiv industries that depend on many factors beyond your control. What does the Croatian traveller like? What matters to them, and what do they pay special attention to?
Exactly. We depend on a wide range of factors. Even the slightest instability at a destination can drastically change travel plans in a very short time. That’s precisely where our long-standing tradition and stability come to the forefront – along with constant trend monitoring and our consistent availability to clients wherever they are. Today, Croatian travellers are discovering the entire world– from Croatia itself and Mediterranean destinations such as Greece and Turkey, to more exotic locations like Thailand or the United States. What matters most to them is value for money, safety, and the reliability their travel agency provides. They pay particular attention to the quality of hotels, efficient organization, and personalized support throughout their journey.
3. “Obzor Putovanja” has distinguished itself as a leading agency on the market, not only in tourism but also in business travel. How demanding are business travellers, and what does the preparation of such a trip entail? Do you also organize individual trips?
Business travel forms the core of our portfolio, and only agencies with the highest service standards, such as Obzor Putovanja, excel in this segment. Business clients are extremely demanding, since they expect speed, precision, VIP services, and flexibility for lastminute changes. Preparation involves flight, accommodation, and transfer bookings, as well as conference arrangements. We are an authorized agency in Croatia for visa processing for Croatian citizens and for contract verification for companies operating in the Kingdom of Saudi Arabia. We provide 24/7 emergency support, which is crucial for business travellers. In addition, we organize individual trips, which have become both our greatest challenge and reward. We focus on understanding our clients’ needs, preferences, and special requests for authentic experiences, which –combined with our long-standing trust and commitment to quality – makes us one of the oldest and most respected destination companies.
4. You are also the partner agency of Croatia Airlines. How much does this help you in your business operations, and what is the significance of integration with airlines from a business perspective?
Being the operational agency of the national carrier Croatia Airlines is both a great honour and responsibility, and it is significantly contributing to our credibility and client trust. This partnership allows us to jointly participate in fairs and workshops, especially when introducing new flight schedules. The fleet renewal of Croatia Airlines further strengthens our market position, giving us numerous opportunities to combine a premium flying experience with added travel content and experiences at key destinations that we successfully connect as an agency. It also opens new possibilities for collaboration across European and other international markets. Integration with airlines is crucial for competitiveness, this is a foundation that enables a wide range of possibilities, sets industry trends, and allows for seamless travel experiences and network expansion.
5. What are your plans for the upcoming period? Which destinations are currently popular, and how much do travel preferences change from season to season? How do crises affect prices?
In the coming period, we will continue to focus on top-quality service and a creative approach for our clients, supported by digital development and 21stcentury technologies. We are developing a local AI assistant that will significantly improve speed and precision in travel selection. We will position new destinations and focus on sustainable tourism. Our people remain the foundation and driving force behind our growth and service excellence, just as they were 3 decades ago. We will continue to optimize processes, train our team, combine youth and experience, and adapt to clients’ specific needs. We can say that the whole world is our stage. Popular destinations include Europe (Spain, Italy), Asia (Japan, Vietnam), and the Americas. Complex economic and geopolitical developments have led to a 10–20% price increase, so we continuously optimize our offers and enhance quality to ensure the best value for money. 24/7 availability, constant support from our travel advisors, and personalization remain at the heart of our service, because this has been our comparative advantage for over 32 years. The satisfaction of our clients, who have placed their trust in us, remains our primary focus.