Cover Jackie and Charlotte Harris of luxury travel agency Charlotte Travel
Jackie and Charlotte Harris of luxury travel agency Charlotte Travel
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After years of resistance to the idea, Charlotte Harris stepped into the business that bears her name. Today, she is leading Charlotte Travel into its next quarter-century with new women-focused journeys, a Singapore expansion and a commitment to highly personalised service
When Charlotte Harris grow her mother’s travel business, she was met with a firm “no”.
“Small is beautiful,” Charlotte recalls her mother, Jackie Harris, saying. “And I want to keep it that way.” Later, when Charlotte enquired about the possibility of leaving her job in risk management and joining the business in an entry-level role, the resistance remained: “Don’t even consider it. It’s very stressful. It’s very demanding. You’ve got a great corporate job—stay where you are.”
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It is an irony not lost on Charlotte that, for years, she was the one thing missing from Charlotte Travel, the boutique agency that bore her name. Jackie had launched the firm in Hong Kong in September 2001, just days before the September 11 attacks in the US would fundamentally change the industry. Having built the business from the ground up on a foundation of exacting service, Jackie was understandably protective.
Charlotte persisted. Eventually, Jackie agreed to a meeting where both women brought their own proposals to the table. “I talked about luxury travel consortia, standing out, looking at branding, which [my mother] had never done, and how to acquire more business,” says Charlotte. “I was looking at it from a business development perspective and elevating the brand to be more relevant to young people.”
Balancing legacy and innovation
That meeting marked the moment Jackie agreed to merge their visions and, in 2014, Charlotte joined the family business. To ensure a healthy working relationship, they drew clear boundaries. As an only child, Charlotte was conscious that family meals often turned into board meetings, leaving her father “eating on his own”. Establishing a line between “family time” and “business time” became the secret to their success.
Above Charlotte Harris, CEO of luxury travel agency Charlotte Travel
Charlotte Harris, CEO of luxury travel agency Charlotte Travel
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Charlotte worked her way up, earning the respect of staff who had been with Jackie since day one. A major milestone in her evolution of the brand was its 2024 rebrand, which introduced the slogan The Luxury You Define. “When we rebranded, I was a bit nervous,” Charlotte admits. “Mum was involved and supportive, but her sole focus was maintaining the service delivery she forever promises—like picking up phone calls within three rings and being responsive in a respectful way.”
For Charlotte, balancing her mother’s legacy with the evolution she is keen to drive is key. “Legacy is a huge thing for me, because my mum came from a very poor background and started the business from nothing,” she says. “I have a very strong will to look after my mum’s legacy, because I grew up watching her work so hard as a businesswoman, especially in an era when there were not that many women business owners.”
In 2024, Charlotte stepped into the role of CEO, while Jackie transitioned to chairwoman. This year, as Charlotte Travel marks 25 years, Charlotte has already expanded the footprint with a new office in Singapore, adding to a presence in Bhutan, and catering to a growing pool of local clients in the city state.
Expanding Charlotte Travel
Singapore has required a slightly different approach to Hong Kong. Charlotte has observed a focus on multi-generational family travel, business and leisure travel that extend work trips into meaningful holidays, and a desire for privileged access to cultural experiences. Family-friendly luxury resorts are also top of the list for Singaporean travellers. In Hong Kong, there are some similarities regarding multi-generational and family travel, but also a greater demand for ultra-personalised, experiential and wellness-driven trips that offer a true escape from Hong Kong’s intense urban lifestyle, and “strong appetite for short but high-impact getaways built around gastronomy, luxury shopping and exclusive access, mirroring Hong Kong’s own position as a leading luxury shopping and dining hub,” says Charlotte.
Above RXV Wellness Retreat in Thailand, where Charlotte Travel’s first menopause-centred wellness journey took place
Above RXV Wellness Retreat in Thailand, where Charlotte Travel’s first menopause-centred wellness journey took place
RXV Wellness Retreat in Thailand, where Charlotte Travel’s first menopause-centred wellness journey took place
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To meet demand for new travel concepts, particularly from Hong Kong clients, Charlotte is pioneering high-end, curated experiences, including some specifically for women. These include a seven-night immersive India experience offering exclusive access to artisans, ateliers and jewel houses, as well as Ayurvedic wellness experiences; and a wellness journey designed for women navigating perimenopause and menopause, transforming a “taboo” life stage into a collective luxury experience. “There was a need for women to take time for themselves and to feed their own desires when it came to travel,” says Charlotte, “because I feel like women were always thinking about other people.”
The first menopause retreat took place in April at RXV Wellness Village in Sampran, Thailand, and combined personalised consultations with specialist practitioners; evidence-based workshops on hormonal health, nutrition and sleep; low-impact movement; and restorative spa treatments to support nervous system regulation. Based on its success, a follow-up is due to run in October. Meanwhile, Charlotte is exploring a full series of women journeys, including “glow-cation” wellness getaways focused on cellular repair and skin health across selected resorts in Asia.
See also: Need a break? These 5 women-only retreats have just the thing
A human future
Aside from new offerings, Charlotte and her team continue the extremely hands-on approach to service that her mother has always insisted on. And while Jackie has stepped back, Charlotte still occasionally receives messages late at night querying the status of certain clients or bookings. It might be in the blood. “It’s quite difficult for me to step away from the business,” says Charlotte, who recently travelled to Singapore for face-to-face meetings despite being heavily pregnant. “As we grow, I want to make sure that the service delivery and personalisation remain available to clients.”
At a time when it feels like technology is taking over so much, the human element that sets Charlotte Travel apart remains core to Charlotte as she leads her eponymous travel business into its next quarter century.
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About
Rachel Duffell is regional content director for Power & Purpose, including Front & Female, and former regional content director for Tatler Dining. She is a journalist and editor who has been covering people, gender, impact, leadership, culture and lifestyle for more than 15 years.
