Inside the concierge experience behind Elevated Journeys
Travel, Elevated: Inside Europe Express’s Concierge Approach with Fernanda Vilanova
Inside the concierge experience behind Elevated Journeys
In today’s ever-changing travel landscape, travelers are seeking more than a well-planned itinerary—they’re looking for confidence, care, and connection at every step of the journey. That’s exactly what Europe Express delivers through Elevated Journeys: thoughtfully curated, high-touch European travel experiences designed to feel seamless from start to finish.
At the heart of this experience is one of Europe Express’s most powerful differentiators: its in-house concierge service.
More than just support, this service acts as a human layer behind the itinerary—a proactive, detail-driven presence that ensures every journey is expertly handled behind the scenes. From pre-departure planning to in-destination coordination, it provides travelers with reassurance and Travel Advisors with confidence that their clients are in exceptional hands.
To better understand what sets this experience apart, we spoke with Fernanda Vilanova, Concierge Manager at Europe Express.
Key Takeaways
- Elevated Journeys delivers high-touch, fully supported European travel experiences designed for seamless execution and peace of mind.
- A dedicated concierge provides proactive, personalized support before and during travel—handling details, reconfirming services, and managing real-time changes.
- Travelers benefit from expert coordination and in-destination support, ensuring they are never navigating challenges alone.
- Travel Advisors gain a trusted extension of their brand, enabling them to deliver elevated service without added workload.
- In today’s dynamic travel environment, concierge support adds a critical layer of confidence, care, and continuity.
Meet the Expert
Fernanda Vilanova serves as Concierge Manager at Europe Express, bringing over eight years of luxury hospitality experience to her role. Prior to joining the company in November 2025, she built her career at The Ritz-Carlton, Barcelona, where she developed a strong foundation in personalized service, operational excellence, and caring for an international clientele.
For Fernanda, concierge service is deeply personal. Creating meaningful, memorable experiences for travelers—and knowing she has played a role in those moments—is what drives her work. Her philosophy is simple: exceptional service means being one step ahead, anticipating needs, and ensuring every detail feels seamless and reassuring.
Q&A: Inside the Elevated Journeys Concierge Experience
Q: For those unfamiliar, what does concierge service mean within Elevated Journeys?
Fernanda Vilanova (FV): Within Elevated Journeys, concierge service is not simply assistance—it’s anticipation.
Travelers are paired with a dedicated Concierge who remains personally involved before, during, and after the journey. This continuity creates accountability, trust, and a highly personalized experience from start to finish.
In practice, this includes:
- A pre-departure video call to review the itinerary and uncover preferences
- Careful reconfirmation of every service prior to arrival
- Proactive communication throughout the trip
- Direct coordination with local partners
- Immediate ownership of any changes or unexpected situations
This white-glove approach allows travelers to feel fully supported—and free to focus on enjoying their journey.
Q: How does the concierge team enhance the traveler experience beyond a traditional itinerary?
FV: The difference lies in how the journey is supported.
Rather than focusing solely on logistics, the concierge team operates with a proactive, detail-driven mindset—anticipating needs, monitoring every element of the trip, and quietly managing the experience behind the scenes.
This includes:
- Discreet oversight and reconfirmation of services
- Local expertise and insider coordination
- Real-time problem solving
- A consistent presence from start to finish
The result? Travelers can stay present in the moment, knowing every detail is being expertly handled.
Q: What kind of support do travelers have while they are in destination?
FV: While traveling, guests are supported by a dedicated Concierge who remains actively involved throughout the journey.
This support includes:
- Ongoing proactive communication
- Quick response times for questions or adjustments
- Close coordination with hotels, drivers, and guides
- Calm, capable assistance when plans shift
In one instance, a traveler in Italy misplaced critical medication—what could have been a highly stressful situation was resolved quickly through local coordination and constant communication. The trip continued safely, with minimal disruption.
Travelers aren’t navigating things alone—they have a dedicated team behind them.
Planning a high-touch European experience for your clients? Submit a quote with Europe Express to unlock Elevated Journeys and dedicated concierge support designed to make every detail seamless.
Q: How does your team handle unexpected changes or disruptions during a trip?
FV: Adaptability is key.
When plans change, the concierge team takes full ownership—working quickly behind the scenes to gather information, coordinate with local partners, and make seamless pivots in real time.
Throughout the process, communication remains calm, clear, and reassuring for both the traveler and their Travel Advisor. The goal is always the same: minimize stress and keep the journey moving forward smoothly.
Q: Why is this level of service especially valuable right now?
FV: Travel today is more dynamic than ever. Information evolves quickly, and logistics can shift with little notice.
Having a dedicated Concierge provides an essential layer of confidence—for travelers, who know expert support is always within reach, and for Travel Advisors, who want assurance that their clients are cared for at every stage.
This proactive, thoughtful support allows everyone involved to feel confident, prepared, and supported throughout the journey.
Q: How does the concierge team support Travel Advisors specifically?
FV: The concierge team acts as a true extension of the Travel Advisor’s brand.
By managing in-destination coordination, communication, and real-time issue resolution, the team enables Travel Advisors to deliver an elevated level of service—without added workload or after-hours stress.
Because the concierge team is based in Europe, they operate in the same time zone as travelers, allowing for faster response times and seamless coordination. The result is a stronger client experience, increased trust, and more opportunities for a Travel Advisor’s repeat business.
Q: Can you share a memorable example of concierge service in action?
FV: One particularly memorable experience involved a proposal on Lake Como.
A traveler shared his vision with the concierge team, who carefully orchestrated every detail—from a private sunset boat cruise to a discreet photographer capturing the moment. The result was a seamless, unforgettable proposal, brought to life with precision and care.
Moments like these highlight the true impact of concierge service: turning meaningful experiences into lasting memories.
Q: Who is the ideal traveler for Elevated Journeys?
FV: Elevated Journeys is designed for travelers who value time, ease, and the quality of the experience.
This includes:
- Clients celebrating milestones or special occasions
- Travelers seeking a seamless, stress-free journey
- Those who want confidence in every detail
These travelers aren’t just visiting destinations—they’re experiencing them in a way that feels personal, intentional, and fully supported.
The Power of Thoughtful Travel
Elevated Journeys combines beautifully designed itineraries with proactive, behind-the-scenes support—creating a travel experience that feels as seamless as it is memorable.
The concierge service adds a critical layer of confidence for both travelers and Travel Advisors, ensuring that no matter how a trip unfolds, there is always a trusted team guiding the way.
In today’s travel environment, the smartest journeys are those built on expertise, preparation, and the right partnerships. Pairing personalized planning with comprehensive travel insurance (which we offer through Trip Mate) further ensures travelers are supported every step of the way.
Ready to elevate your next client itinerary? Start a quote with Europe Express or connect with our team to learn how Elevated Journeys—and our in-house concierge service—can help you deliver seamless, confidence-driven travel experiences.
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