How to Find the Right Travel Partners Under the Increasing Overlap of Roles Within the Sales Chain?
Highlights from the first REMOTE Panel in Antigua
In May 2025, at the foot of volcanoes and embraced by the charm of Antigua Guatemala, REMOTE Immersion marked a significant milestone: the very first REMOTE Panel. Hosted at the iconic Iglesia San José El Viejo, the historic venue that welcomed our REMOTE Talks and Seeds, this open and thought-provoking conversation brought together seasoned professionals from across the travel industry to confront a pressing and often uncomfortable reality: the increasing overlap of roles within the travel sales chain and the importance of mutual respect. At the heart of the discussion was a question central to REMOTE’s mission and the future of collaboration in the region: How do you find the right business partners in Latin America?
Moderated by Marc Sison, from Kusini Collection, REMOTE’s representative for North America, the panel featured five remarkable voices with deep experience across the Latin American travel landscape. Each speaker represented a unique link in the travel supply chain, bringing the role of travel designers to center stage. Catrin Davies of Latin Routes (Tour Operator from UK), John Montgomery of Landed Travel (Tour Operator from USA), Inés Orihuela of Delfin Amazon Cruises (Luxury Cruise Company from Peru), Silja Torborg of Trails of Chile (DMC from Chile), and Robert Borzillo of Seek & Explore (Travel Advisor/IC from USA) came together to share their perspectives and lessons learned in building meaningful, lasting partnerships.
A Rich Exchange of Perspectives
Marc Sison opened the conversation by highlighting the growing complexity of the global travel industry. What was once a relatively straightforward process with a clearly defined role has become far more complex. The rise of new technologies, along with the expanding expertise of travel professionals, has blurred traditional boundaries. As a result, responsibilities often overlap, some players are bypassed, and tensions can arise, sometimes leading to discomfort or even distrust within the supply chain. And yet, this evolving landscape makes it more important than ever to find common ground, foster transparency, and collaborate. It was this timely and pressing reality that inspired the creation of our first REMOTE Panel.
Each panelist offered valuable insights based on their distinct roles as tour operators from the UK and the US, independent travel advisors (ICs), DMCs, and expedition cruise providers, providing a wide-angle view of the dynamics that shape successful partnerships in Latin America. The conversation touched on the values, expectations, and non-negotiables that guide their decision-making.
John Montgomery pointed out, “If I want to be included in that chain, then I need to have a strong value proposition. And if the buyer doesn’t want to use me, I’ve failed to communicate the value that I provide.” Catrin Davies reminded us that the landscape in the UK is slightly different, as you cannot sell travel unless you’re financially bonded. “Travel agents cannot purchase directly from suppliers, so it’s a much simpler landscape for us. We work with a wide range of travel agencies—from independent high street shops across the UK to home-based agents—and the vast majority are not financially bonded. That’s why it’s necessary for them to book holidays through us.”
Above all, the panelists agreed that trust is the foundation of every successful business relationship—essential for building partnerships, adapting to change, and meeting future needs. “It’s certainly trust. I want my partner to be proactive and personally invested. I rely on that trust,” affirmed Robert Borzillo. “We’re still humans. It’s all about our connections. If we trust each other. There are so many people involved in what we do,” added Silja Torborg. Inés Orihuela agreed, noting that different situations call for different approaches, depending on each professional’s background and experience: “If it’s someone who’s never been to South America, I know they’ll end up making phone calls and talking to a tour operator. So I say, ‘You might want recommendations,’ and I connect them with my DMCs—I spread the love. That’s my take: just respect each other and spread the love.”
Watch the full panel:
Key Takeaways from the Conversation
We’re happy to share some of the key insights from the panel Navigating the Travel Supply Chain: How to Find the Right Business Partners in Latin America, hosted at REMOTE Immersion Antigua 2025:
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Trust is the Foundation — and It Takes Time
The panelists agreed: in Latin America, strong business relationships are built through human connection, not speed. Face-to-face interactions, time spent on the ground, and cultural sensitivity go a long way in creating the trust that sustains long-term partnerships.
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Understand Regional Realities
Doing business across Latin America means embracing its diversity and complexity. Economic, cultural, and logistical conditions vary widely between and even within countries. The key is working with partners who understand and respect local contexts, and avoiding a one-size-fits-all mindset.
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Communication and Transparency are Key
Clear, transparent, and responsive communication was highlighted as non-negotiable. Panelists emphasized the importance of aligning expectations, being honest about limitations, and nurturing a partnership mindset rather than a transactional one.
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Shared Values Make the Difference
Sustainability, ethics, and long-term thinking are now essential pillars in choosing the right partners. Aligning on purpose — not just product or price — leads to deeper collaboration and more meaningful guest experiences.
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Be Open to Co-Creation
Whether it’s crafting new itineraries or rethinking distribution strategies, success increasingly depends on a willingness to collaborate, share risks, and innovate together ith this first panel, REMOTE Latin America opens a space for dialogue, reflection, and connection — amplifying the voices of professionals who are shaping a more collaborative and conscious travel industry in Latin America.
With this first panel, REMOTE Latin America opens a space for dialogue, reflection, and connection — amplifying the voices of professionals who are shaping a more collaborative and conscious travel industry in Latin America.
We hope this conversation inspires you to look deeper, ask better questions, and seek partners who are not just a good business fit, but also share a common mission.
