From high fees to high efficiency: How Charlotte Travel streamlined global payouts with Instarem

The Company

Charlotte Travel Hong Kong Limited is an award-winning, family-run luxury travel agency based in Hong Kong. As a proud member of the Virtuoso network, Charlotte Travel specialises in crafting bespoke, high-touch itineraries for high-net-worth individuals, couples, and families. The agency works with an elite network of global partners—from five-star hotel groups to organisers of exclusive experiences—to deliver travel that is as seamless as it is unforgettable.

Whether it’s curating exotic escapes to far-flung destinations or securing access to once-in-a-lifetime events, Charlotte Travel is known for its concierge-level attention to detail. And they do it all with a lean, highly specialised team that prioritises operational excellence without compromising the luxurious, personalized service their clients expect.

This balance—between high-touch service and streamlined back-office operations—is essential to maintaining the company’s competitive edge.

The Challenges

For all their strengths in delivering extraordinary travel experiences, Charlotte Travel faced mounting operational friction when it came to international payments.

“Banks often view travel as a high-risk industry, which makes credit card settlements painfully delayed or outright impractical,” explains Eddie Tsang, Managing Director at Charlotte Travel.

The challenges were multifaceted:

• Industry stigma: The travel sector is frequently labeled “high risk” by banks and financial institutions, leading to slow or stalled credit card settlements—causing potential disruptions to the business.
• High merchant fees: While many international suppliers do accept credit card payments, the fees involved significantly cut into Charlotte Travel’s margins, making the process unsustainable at scale.
• Manual and fragmented payments: With payments being handled on a case-by-case basis, across multiple platforms and vendors, the agency’s financial operations were becoming increasingly inefficient and prone to error.
• Lack of reliable support from providers: Previous attempts to use other payment platforms fell short, especially when it came to receiving tailored, responsive support.

This payment inefficiency was at odds with the company’s overall service philosophy—where precision, personalisation, and timeliness are everything.

The Solution

Charlotte Travel’s partnership with Instarem marked a pivotal turning point in their financial operations.

After trying other providers and finding their support structures lacking, Charlotte Travel found in Instarem a true partner, not just a service.

Why Instarem?

• Dedicated, human support: What set Instarem apart was its account management approach. Charlotte Travel wasn’t left to figure things out on their own. Even before auto-enrollment was available, they were onboarded manually by a Cantonese-speaking account manager, who guided them step by step.
  
  

“Everything was done by our account manager. It didn’t feel like we were just ‘activating a tool’—it felt like we were building a relationship,” says Ruby Cheng, Accounting Manager.

• Localised and multilingual service: Especially important for a Hong Kong-based business, Charlotte Travel valued having direct access to localised support in their native language—something missing from other fintech solutions.
• Consultative approach: Instarem took the time to understand the unique needs of the travel industry, proactively assisting with compliance, regulatory nuances, and beneficiary setups.

“Support from Instarem is one of the key differentiators. We needed more than just a platform—we needed true account management. And we got that,” adds Eddie Tsang, Managing Director.

• Ease of use and efficiency: Once onboarded, the platform proved intuitive and scalable—enabling the Charlotte Travel team to send payments quickly and confidently, even in high-stakes or high-risk corridors like China and Southeast Asia.

The Results

With Instarem, Charlotte Travel was able to transform its cross-border payment operations—achieving both immediate wins and long-term value.

Key outcomes include:

• Faster, more reliable payouts to both staff and suppliers in over 160 countries
• Significantly lower transaction fees and more competitive FX rates, leading to better margin protection
• Multi-currency support that fits the unique needs of luxury vendors and suppliers
• Stability in FX pricing, providing reassurance even in volatile financial markets
• Hands-on assistance with complex transactions, such as adding new beneficiaries or navigating country-specific regulations

“We rely heavily on Instarem’s ability to provide localised, real-time support—especially when navigating specific country regulations or adding new beneficiaries. A single mistake could delay funds by six weeks. Instarem helps us avoid that,” says Ruby Cheng, Accounting Manager.

Strengthened vendor relationships

In the luxury travel industry, speed and accuracy in payments can make or break partnerships. Charlotte Travel now routinely consults with their Instarem account manager before sending large or sensitive payouts to ensure every detail is correct.

“We’re not in the remittance business. We appreciate that Instarem acts like a financial partner, not just a payment tool,” says Eddie Tsang, Managing Director.

A true partnership, not just a platform

What impressed Charlotte Travel the most was Instarem’s people—not just the tech. The quick response times, proactive issue resolution, and channel availability (even via WhatsApp) created a strong sense of trust.

“With just a quick WhatsApp message, our account manager escalates our issues, keeps us informed, and proactively follows up. It’s rare to get this level of support in fintech,” says Ruby Cheng, Accounting Manager.

The verdict

Charlotte Travel’s journey with Instarem underscores a powerful truth: in high-touch, relationship-driven industries, the right payments partner does more than just move money—they enhance operational agility, vendor trust, and customer service delivery.

With Instarem, Charlotte Travel has not only improved its back-office operations but also strengthened its ability to deliver premium experiences across the globe.

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