"What a wonderful life" is what Joseph (Joe) Langdell used to say about his career in travel, most notably with Lancing Travel, the agency he founded in 1966.

Six decades on, that same optimism runs through the business, now led by granddaughter Cheryl, who has for the past nearly 15 years single-handedly steered the agency through untold volatility, determined the shop would survive on her own terms.

"If I ever decide to shut up shop, that’ll be my decision, not something else's," she tells TTG.

'A massive gamble' – that paid off

The agency’s roots stretch back to Cheryl’s grandfather, a "larger-than-life" entrepreneur who wasn’t afraid to take risks, from launching escorted tours with a local newspaper to flying "plane loads" of customers to their Floridian summer home on bargain packages.

Joe, who started his career in the fishmongery and greengrocery trades, moved into travel when he was offered a British Rail franchise selling tickets from a single desk in Worthing's post office, assisted by his daughter Marolyn.

However, recognising the growing affordability and availability of air travel in the 1960s, he soon expanded into selling holidays abroad.

At a time when package holidays were not yet fully established, Joe identified people's uncertainty about travelling independently, many of whom didn't even hold passports, Cheryl remarks.

To address this, he launched his own escorted touring business, and was even among the passengers on the first commercial flight to America – underlining his credentials as an early advocate of international travel.

"He was doing things other agencies hadn’t even thought about," Cheryl says. "He took a massive gamble on those tours, and it paid off for years."

Alongside him was Cheryl’s father, Malcolm, who joined the travel side of the business in 1976 after initially running the family’s network of greengrocers.

The travel business became firmly embedded as a family operation during this period, with Malcolm and his sister Marolyn joining Joe as the company expanded, which saw it open branches in Worthing and Littlehampton.

"My dad never worked anywhere else," Cheryl says. "He organised a lot of the tours and was a huge part of the business – everyone loved him."

Cheryl herself joined in 1994, initially helping with fiddly manual admin. "Back in the day, you had to handwrite all the vouchers and pay everyone in dollars," she recalls. "That was my job to start, working as a sort of personal assistant to my dad."

(Credit: Lancing Travel)

Her arrival coincided with a pivotal moment in the business as Joe chose to consolidate operations into the flagship Lancing branch in the early 1990s.

With a loyal and established customer base, multiple retail locations were no longer necessary, allowing the company to reduce overheads and "pass savings on to clients".

After her father Malcolm's death in 1998, Cheryl stepped up, running the agency alongside her grandfather and aunt Maroyln.

Joe remained deeply involved in the business throughout his life, personally leading escorted tours well into his late 80s and working a six-day week up until his death in 2012, having never formally retired at the age of 92.

(Credit: Lancing Travel)

Today, the business remains firmly in the family, with Cheryl’s daughter Jessica now part of the team – even if there’s some debate over who’s in charge. "She thinks she runs it!", Cheryl jokes.

Jessica, who trained as a beautician, joined around three years ago after a career in dance was cut short by injury, initially helping with admin before moving into sales. "She’s grown up around travel and knows more than she thinks," Cheryl says. "It’s been part of her life since she was born."

The team is rounded out by long-serving staff including Sue, who first joined part-time as a teenager in 1973 and, as Cheryl puts it, has "ended up as the Saturday girl" at the age of 70. "Sue still loves it – she does most Saturdays and holiday covers, even if she doesn't have regular hours anymore," Cheryl adds.

'I'll do seven quotes for a single client'

While many independents have scaled up or sold up, Lancing Travel has stayed resolutely small following the wave of consolidation by Cheryl's grandfather in the early 90s. "I think we’re one of the few truly independent high street agencies in the area," Cheryl says.

"It’s a good thing, because we’re not tied to selling certain operators. I’ve got everyone’s brochure, and the most important thing is getting the right holiday for the client, rather than chasing a £20 voucher."

That philosophy plays out in the agency’s specialism – and Cheryl’s favourite part of the job – which is tailor-made itineraries. "I love putting really special trips together," Cheryl says. "I’ll do seven quotes if I have to, because I know it’s about getting it just right for that person."

Repeat business remains the backbone of Lancing Travel, with some customers booking across generations. Cheryl has supported clients through everything from "once-in-a-lifetime" honeymoons to family holidays and later-life UK coach breaks. "We do get new business, but that loyalty really means a lot," she adds.

(Credit: Lancing Travel)

The travel industry's product mix has shifted dramatically over the decades, Cheryl tells TTG. "When I first started, there was a lot more fly-and-flop, European breaks," she says. "Now it’s much more diverse, and people are more adventurous."

Today, long-haul and cruise dominates, with Asia and Australia proving popular in winter and Canada a key summer seller. Escorted tours are also on the rise, particularly to destinations such as Australia, Egypt and even Antarctica.

"We’ve seen a real increase in touring, because so many people want to go long-haul but don’t want to do it alone," she explains.

The future of Lancing Travel?

Despite industry pressures, including rising operational costs and competition from online travel agencies, Cheryl has no intention of selling up. 

The agency is now in its third generation of leadership – with a fourth generation already connected to the business – and continues to embody the family values and entrepreneurial spirit established by its founder six decades ago. 

However, Cheryl tells TTG, anniversary celebrations are likely to be low-key, regardless of their massive milestone. "We might just go out for a meal," she says, off-handedly, when asked.

For a company rooted in close family bonds, that feels about right.