Back to news | 17th March 2026
For many tour operators working with Skytrail, Jan is a familiar and reassuring presence. Someone who not only understands the complexities of aviation travel but approaches every challenge with calm, clarity and care. With a lifelong career in travel and tourism, she brings a unique blend of operational expertise, international experience and genuine passion for customer service.
From global travel to guiding Skytrail clients
Jan’s journey began straight out of school, studying Travel & Tourism at the College of Distributive Trades in Leicester Square. Her early career saw her working for tour operators and hotels across the UK before spending a decade overseas in Lanzarote, Madeira and Portugal.
These years laid the foundation for her understanding of how airlines and tour operators work, the pressures they face, and the importance of having support teams who truly “get it.”
When Skytrail was founded, Jan played a key role in moving the company from manual processes to OPTO, Skytrail’s bespoke, end to end flight management system. She has continued to support its evolution, ensuring it remains intuitive and powerful for both the Skytrail team and operators.
A day of variety, problem solving and teamwork
“No day is the same,” Jan says, something she considers one of the best parts of her job.
Jan’s role spans everything from guiding new customers through their first bookings to supporting her team with daily operational tasks. One moment she may be helping a tour operator work through a passenger upload; the next she’s resolving more complex queries or reviewing processes to make things smoother for clients in the future.
Her team handles a fast moving inbox using a colour coded system that ensures accountability and seamless handovers. Jan keeps close oversight on response times and service standards, ensuring every operator receives the high level of care Skytrail is known for.
Supporting operators at every stage
With Skytrail working alongside a mix of long standing and brand new customers, Jan’s team prides itself on proactive, personalised support.
For every new operator, she introduces the team, provides a tailored information pack covering key details for their season, and arranges a call or in person visit to walk through the process step by step. Questions that arise along the way are added to the guidance to benefit future customers.
“We’re flexible by design,” she explains. “Some operators book names as they go, some prefer to provide full manifests weeks before travel. We adapt to whatever works best for them.”
As the business continues to welcome more European operators, Jan has also helped expand language support, ensuring customers feel comfortable corresponding in the way that suits them best.
Training, mentoring and building a confident team
Jan has developed detailed training manuals and oversees a comprehensive onboarding process for new team members. Each person begins by shadowing the team, learning gradually, and practising in a test environment before taking on more complex tasks.
“We’re an open office,” she says. “Everyone is encouraged to speak up, share knowledge and ask questions. That collaboration is one of the reasons we have such a loyal customer base.”
As the travel industry continues to evolve, Jan sees Skytrail’s client support function growing alongside it, always balancing technological progress with the personal, human service that sets the team apart.
“Technology can enhance efficiency, but it doesn’t replace the value of real relationships. Our customers know we’re here for them, whatever the situation.”
Meet the Skytrail Team
• Sharon Martin – Customer Support Executive
• Peter Cox – Commercial Manager
• Colin Williams – MD
• Matthew Savage – Head of Charter Sales