Before you begin.

We begin with a call. One of the two Founders takes down what you need: your usual routes, the cabins you prefer, and the hotels you return to. We keep it on file, so you are never asked the same thing twice. From then on you write to one address and reach the same two people. There is no account team and no handoff.

The practice is run by its two Founders, and you deal with one of them on every booking. Between us we hold relationships with airlines and hotels, built from booking first and business class and the best rooms for our clients. Those relationships can often get you a suite upgrade or a late checkout that public rates do not offer.

You pay us a flat advisory fee per booking, agreed with you before we begin, on top of the fare or the room rate itself. You will know what it is before you instruct us to do anything.

We use whichever one gets you the better seat. We keep your points balances on file. For every trip we compare the points cost against the cash fare, then tell you which one is the better value. We use points only when they cost you less than paying cash.

We reply as soon as possible, and usually the same day. When you are travelling we answer faster, at any hour and in any time zone. You always reach a real person.

You write to us and we act on it at once — the airline, the hotel, the rebooking. What you can change depends on the airline's fare rules, which the airline sets. Most premium fares and discounted point tickets cannot be refunded at all. We tell you those rules before you commit, not after, so you can still act on them. If something goes wrong with a flight in the middle of the night, you reach the same two people. See the Terms for how refunds and our fee work.

We handle both, often for the same person. The person who knows how you like to fly to Tokyo for a board meeting also knows how you like to fly there with your family. You get the same standard either way.

A broker sells you a fare and moves on. We keep your preferences on file, answer to you alone, and stand behind the booking from the first enquiry to the door of your hotel.

A booking site shows you its inventory and leaves the choosing to you. We look at the same routes and rooms with an expert eye. We can tell you which business cabin is worth flying right now, and which suite faces the water rather than the parking lot. We act for you when a website cannot. You speak to the person who made the booking, every time.

We do not compete on price. We put you in a better cabin and a better room. That might be a suite held back from public sale, or a fare with a lie-flat bed and a direct route. We make the trip easy, and what you get is better access and saved time.

We keep the list short on purpose, because two people can only look after so many clients well. We take new clients by introduction and, now and then, by direct enquiry. If we are the wrong fit for you, we will say so on the first call.