40 Ways to Run a Successful Business - A Q&A with the Managing Director of Brightsun Travel - Fun Edition

As part of our 40 for 40 blog series to celebrate Brightsun’s 40th Anniversary, delve into this honest, occasionally hilarious, and wildly insightful conversation that covered everything from vision and strategy to why referrals are better than Instagram ads, how to stay sane when AI is coming for your job.

Running a business is a bit like flying a plane during turbulence while trying to serve tea and build the cockpit at the same time. If that sounds dramatic, you’ve never run a travel company.

Luckily, we got to sit down with someone who has - the MD of Brightsun Travel, Deepak Nangla, who has spent over 30 years building a company that not only books holidays but also weathers economic crashes, digital disruption, and the occasional global pandemic like it’s just another Tuesday.

SECTION 1: VISION, STRATEGY & HOW TO SURVIVE BY FLIPPING A COIN

What was the big vision when you started out?
Help ethnic communities in the UK visit their families back home. A business built on love, not just luggage.

What early decision changed the game?
“Invest in IT - no brainer.”
Translation: Technology = survival. Even if you're allergic to spreadsheets.

How do you define success beyond revenue?
“When my team isn’t secretly applying for other jobs.” (Okay, he said motivated and immersed, but close enough.)

Most strategic move of the last 5 years?
Opening overseas offices. Because sometimes growth means getting a passport.

Pivot or double down - how do you decide?
“I flip a coin.”
We love the honesty.

Secret to sustainable growth?
Control costs. But also take risks. So basically: be careful, but also YOLO.

Spotting new market opportunities?
Work 28 hours a day.
(He then got serious and talked about tech and great team members - but we’re keeping the 28 hours bit.)

SECTION 2: LEADERSHIP, CULTURE & WHY HR SHOULD BE YOUR BEST FRIEND

What kind of culture are you building?
Collaboration. But like a work-in-progress IKEA desk. You get there eventually.

Leadership style then vs. now?
Used to sit with the sales team. Now talks to everyone, everywhere, always.

Best advice for new CEOs?
Hire good HR. Let them do their job. And try not to micromanage.

One tough leadership lesson?
“I was too cautious with growth.”
Also, never forget birthdays. But mostly the growth thing.

Encouraging innovation?
Lead from the front. Set the tone. Hope the team follows because it looks fun.

Biggest CEO misconception?
That it's glamorous. Spoiler: it’s lonely at the top - and you still must answer emails.

SECTION 3: TRAVEL INDUSTRY SECRETS (AND AI COMING FOR YOUR JOB)

What makes the travel business tough?
Everyone wants transparency. Which is great, until it kills your margin.

How did Brightsun survive COVID and everything else?
Invested instead of cutting back. Kept 90% of staff. Superhero move.

Biggest trend shaping travel?
AI. (Even though, yes, it’s boring now.)

Will AI replace travel agents?
Yes. But don’t panic - travel agents will just become tech companies. With sass.

Sustainability strategy?
Show the data where we can. Don’t greenwash. Let customers choose the greener path (or not).

How do you build trust with customers?
Transparency, licenses, and setting aside emergency funds like your mum taught you.

Biggest mistake travel companies make?
Treating customers like transactions. He treats them like family.
(And now we want to book a flight just to get a hug.) 

SECTION 4: MARKETING, BRAND & WHY REFERRALS BEAT TIKTOK

How do you stand out in a crowded market?
Offer more products. Stay longer. Don’t let people down. (A decent life motto, honestly.)

Most profitable marketing strategy?
Referrals. Still undefeated. Like grandma’s cooking.

Storytelling in travel?
“Ask the marketing team.”

Balancing online with real humans?
Always keep a human on standby. Travel is personal - so is customer service.

Most memorable customer testimonial?
Not one, but thousands. 9/10 customers rebook. That's a mic drop.

How do you turn one-time buyers into loyal fans?
Understand them. Retarget gently. Pair them with the right internal team. (No stalking, please.)

SECTION 5: TEAMS, TALENT & YELLING WITH LOVE

What do you look for when hiring?
New skills. Objectivity. People who don’t just nod yes.

Quality or quantity?
“Quality since day one.”

Motivating teams during tough times?
“I yell at them.”
Just kidding. He redistributes workloads across offices globally.

How do you develop leaders?
Training, mentorship, asking what makes them tick. And yes, a few courses too.

Most impressive team moment?
Surviving COVID together. All hands on deck, no drama, just determination.

How do you handle internal disagreements?
“Not very well.”
Hey, self-awareness is a leadership trait too.

SECTION 6: CHALLENGES, FAILURES & STAYING SANE(ISH)

Biggest mistake?
Putting family second for a while.
Lesson: never again. Work matters. Family matters more.

How do you handle stress now?
Delegation. And not pretending you’re Superman.

Staying focused during tough times?
Don’t panic - face it head-on. And know it will pass.

What if a big idea fails?
Never have just one. Have ten. Let natural selection do its thing.

SECTION 7: PERSONAL INSIGHTS & THE SECRET TO STAYING MOTIVATED

What’s a typical day like?
Busy. Always. Sitting still is not an option.

Mentors or major influences?
None in particular. Just big goals and the desire to exceed them.

Book recommendation?
The 7 Habits of Highly Effective People.

What’s something about you people don’t know that helped your success?
Let’s just say - relentless curiosity and the inability to sit still probably helped.

One sentence of advice for new travel entrepreneurs?
Why are you doing this? And how do you plan to make it work?

Should Gen Z start a travel company?
Only if they can survive without instant gratification.
“Gen Z wants it now. Yesterday, even.”

QUICKFIRE ROUND

•    Best business advice (in 5 words or less)? Look after your cost.
•    Hardest part of being an MD? Getting everyone to buy into your vision.
•    Most underrated business skill? Laughter.
•    Favourite business tool? Outlook (yes, seriously).
•    How do you unplug? Remembering he has children.

Final Thoughts

This interview was equal parts business manual, therapy session, and stand-up special. But beneath all the laughs and brutally honest answers is a portrait of a leader who’s deeply invested in his people, fiercely loyal to his customers, and unshakably committed to building something meaningful, even if it means flipping a coin every now and then.

40 questions. 40 truths. And one Managing Director who proves you can run a successful business and still have a heart (and a sense of humour).