Women in Travel: Susan Kooiman

Longevity in the workplace is becoming rarer these days, but Susan Kooiman is an exception. After nearly twenty years with Transat, most recently as the beloved BDM Ontario, she has resigned from the company.

"19 years ago, I knew I wanted to work at Transat," says Kooiman. I loved the airline. And I knew a lot of people there. So, there was a little bit of a family comfort already, they were really welcoming. It was like I'd just walked into an instant family."

Kooiman had been a travel agent for 11 years before making the move to Transat. She says it feels like a lifetime ago; she still lived at home and was what she called, "just a kid."

"I had taken a travel and tourism course and I was working as a travel agent in Toronto, and that's when I knew I wanted to transition into a sales role. And I knew it wanted to be Transat. I remember finding the ad in the newspaper in the old days," she chuckles.

Her first interview with Transat was on their old offices on Airport Road. The office then moved to the West Mall and has since ended back on Airport Road.

"It's funny how it became full circle, isn't it? I just kind of grew within it. We were a small but mighty team and throughout the years, the most important thing to me always was to really embrace the agents and the account relationships. That led to my Key Account role which I really loved. I was very blessed."

One of the most memorable events of her time at Transat was becoming one of the first Transat Travel Experts.

"I remember I just got off a flight from Edmonton and rushed home to this inner panel interview, to actually audition to be a Panama Travel Expert," she says. "And a little while later, I got a call saying, 'pack your bags, we're sending a camera crew with you to Panama for a week."

On that trip, Kooiman got to do different excursions and embrace the city as well as the outskirts, and says it was fantastic.

"I rode a bike along the causeway, I was in the old town, the Old City, which was amazing. I had local cuisine. I did a whole thing in the Anton valley, a little hiking excursion through there as well. It was fantastic because you never forget that experience."

Asked if she's sad to leave her Transat family, Kooiman gets a little teary.

"There are so many employees at Transat who have been there since the beginning, that's the culture of the company; it really does feel 100% like family.

I decided in 2023 that I wasn't going to be afraid of making hard decisions. And this was one of the hardest. But, you know, change is good. And I think that also helps people be more well-rounded in their lives through new experiences and new learning opportunities."

Kooiman says she encourages travel agents to learn as much information they possible can, because the travel business is constantly changing.

"Everyone needs a Travel Advisor that they can count on, who they can call for advice. And that goes hand in hand with keeping up to date on all the information so you can help the best way possible. Airports are flooded, hotel space is hard to get. And I feel it's going to continue.

The importance of the travel agent has never been more important."

Justin Clarey has taken over Susan's role at Transat and can be reached via email at justin.clarey@transat.com