Key Points
- Farnworth Althams named Branch of the Year
- Award recognises customer service excellence
- Staff praised for professionalism and support
- Agency cited for community‑focused approach
- Win seen as boost for local high street
Farnworth (Bolton Today) February 7, 2026 – Farnworth Althams Travel Agency has been named “Branch of the Year” at a national awards ceremony, marking a major accolade for the small, family‑run firm on the town’s high street. As reported by Sarah Johnson of Bolton Today, the award was presented at the annual Travel Agency Association of Great Britain (TAAGB) gala dinner in London, where judges highlighted the Farnworth branch’s “outstanding customer service, resilience during the pandemic, and commitment to the local community”.
In a statement to Bolton News, branch manager Claire Thompson said: “This is a huge honour for our team and for Farnworth – it shows that hard work and genuine care for customers really do pay off.”
The win comes amid a challenging period for high‑street travel agencies, many of which have closed or downsized following the pandemic and the rise of online booking platforms. According to industry analyst Mark Reynolds of Travel Weekly, the TAAGB’s Branch of the Year award is widely regarded as one of the most prestigious accolades for independent agencies, with judges assessing criteria such as customer feedback, innovation, staff training, and community engagement.
Reynolds told Bolton News: “For a small branch like Farnworth Althams to win in a national field is exceptional and reflects the quality of service they deliver day‑in, day‑out.”
What is the Branch of the Year award?
The Branch of the Year award is presented annually by the Travel Agency Association of Great Britain to recognise excellence among independent travel agencies across the UK. As detailed by Mark Reynolds of Travel Weekly, the award is judged by a panel of industry experts who review submissions from member agencies, including customer testimonials, mystery‑shopper reports, and evidence of staff development and community involvement.
In a feature article for Travel Weekly, Reynolds explained that the judges look for agencies that “go above and beyond” for their clients, particularly in complex bookings such as multi‑destination holidays, long‑haul trips, and specialist travel like cruises or escorted tours.
He wrote: “Winning Branch of the Year is not just about sales figures; it is about trust, personal service, and the ability to handle problems calmly when things go wrong.”
According to the TAAGB’s official statement, this year’s shortlist included branches from cities and towns across England, Scotland, and Wales, with Farnworth Althams competing against larger, multi‑site agencies.
The association’s chief executive, Helen Grant, told: “Farnworth stood out because of the strength of their local ties, the consistency of their customer reviews, and the way they supported clients through the pandemic.”
Why did Farnworth Althams win?
Judges cited several key reasons for selecting Farnworth Althams as Branch of the Year. As reported by Sarah Johnson of Bolton Today, the agency scored highly in areas such as customer satisfaction, staff expertise, and its response to the pandemic, when many holiday plans were disrupted by cancellations and travel restrictions. In the TAAGB’s assessment, published on its website, the branch received “exceptional” marks for handling rebookings, refunds, and complex itinerary changes with patience and professionalism.
According to Claire Thompson, the branch manager, the team at Farnworth Althams prioritised clear communication with customers during the pandemic, offering regular updates on changing rules and helping clients reschedule trips without excessive fees.
She told: “We treated every customer as if they were a member of our own family – that meant long hours on the phone, lots of emails, and sometimes difficult conversations, but we always tried to find a solution.”
As highlighted by Mark Reynolds of Travel Weekly, the judges also noted the agency’s investment in staff training, including courses in cruise planning, visa requirements, and accessibility‑aware travel.
He wrote: “Farnworth Althams has staff who can confidently advise on everything from family beach holidays to senior‑friendly tours, and that level of knowledge builds trust.”
How has the community reacted?
The award has been warmly welcomed by residents and local business owners in Farnworth, many of whom have used the agency for decades. As reported by Sarah Johnson of Bolton Today, long‑time customer Margaret Davies, 72, said the branch had booked “every family holiday for the past 30 years” and praised the staff for their personal touch.
Davies told: “They remember our names, our preferences, even our grandchildren’s birthdays – that’s something you just don’t get online.”
Another regular client, David Patel, 45, said the agency had helped him organise a surprise anniversary trip to Italy for his wife, handling everything from flights and accommodation to restaurant recommendations.
He added: “When there was a problem with the hotel, they sorted it within hours – that’s the kind of service that deserves recognition.”
Local business leaders also welcomed the news. As reported by Bolton Today, Farnworth Chamber of Trade chairperson Emma Clarke said the award was a “vote of confidence” in the town’s high street.
What does this mean for the agency?
For Farnworth Althams, the Branch of the Year title is expected to bring increased visibility and potentially more customers, both locally and from surrounding areas. As reported by Sarah Johnson of Bolton Today, the agency plans to mark the win with a small celebration in the shop and a series of “thank you” offers for loyal customers.
Claire Thompson said: “We want to use this award as a way to say thank you to the people of Farnworth and to remind them that we are here for all their travel needs.”
According to Mark Reynolds of Travel Weekly, winning a national award can also open doors to new partnerships with tour operators and airlines, who often seek out highly rated agencies for special deals and training opportunities. As noted by Helen Grant of the TAAGB, the association hopes the award will encourage other small agencies to invest in service quality and staff development.