As part of Black History Month and ARC’s 40th anniversary celebration, we asked some of ARC’s Black employees about their time at the organization and the industry’s evolution. From those who just joined to others who have been at ARC for more than 20 years, each employee shared their unique story about working in the travel industry and how ARC supports its employees.

Bria Adams – Product Analyst for Discovery Point

I joined ARC in March 2023, and although I’ve been here for a relatively short time, my position involves a mix of product strategy, data-driven decision-making, and cross-functional collaboration. I’ve had ample opportunity to work with different stakeholders and see how data insights can directly influence and shape product roadmaps.

My manager, Colette Cipollini, and Austin Kline have been two great mentors at ARC. They have been instrumental in helping me navigate my career by offering guidance on translating data and product insights into real business value. They encourage me to explore new ideas, which has accelerated my professional growth and helped me better understand ARC’s broader impact.

From my time here, I’ve seen how ARC fosters an inclusive environment through groups like ARClusion, which supports diversity, equity and inclusion (DEI)-focused networking, professional development, and community-building for employees. These initiatives help employees feel seen and heard while contributing to a culture that champions DEI.

Moreover, celebrating Black history is not just about honoring past achievements; it’s about recognizing the ongoing contributions of Black communities and the challenges they continue to face. ARC showcases its commitment to diverse perspectives, driving innovation and empathy across the organization.

Lacy Farmer – CRA II, Product Support

I’ll celebrate 28 years at ARC in July… quite a long time!

I’ve worked in ARC’s Customer Care Center (CCC) for my entire career. During that time, I’ve learned a lot about this company and its business. I feel like I’ve done almost everything, from participating in the Interactive Agent Reporting (IAR) 2.0 rollout to working in tradeshows and so much more.

Working for a travel-focused organization has allowed me to experience different cultures and people. One of those people whom I’m thankful to call a mentor is Kathi O’Neil, a legend at ARC who has been extremely supportive of me during my time here.

ARC gives its employees, including those who are Black, the chance to advance in their careers. It’s one of the many reasons I’ve been here for more than 20 years. It is a great company for women of color and women in general in what is usually a male-dominated industry. Employees have important dates in Black history off, such as Martin Luther King Jr. Day and Juneteenth, which is meaningful.

I’ve enjoyed my career at ARC and have plenty of travel-related memories that I hold close to my heart.

Bradford Goodwill – Manager, Compliance and Financial Guarantee

I celebrated my 15th year at ARC in January 2025. In that time, my responsibilities expanded as I grew and developed as a professional. While I didn’t have a real working knowledge of the industry at the start, I embraced the challenge and, over time, gained a comprehensive understanding of the functions within my team. This has enabled me to contribute to positive, customer-driven changes that have had a meaningful impact on ARC, our airline and industry partners, and the broader industry.

ARC has provided me with invaluable opportunities to learn and develop my skill set, which has positioned me for continued growth and advancement. Understanding that leadership comes with significant responsibility, I’m inspired by the many phenomenal leaders here whom I respect deeply. Their example encourages me to reflect on how I see myself at ARC and how I want to show up daily.

I’ve been fortunate to have several mentors at ARC. What I value most about these connections is the honesty that comes with them. While the truth can sometimes be a hard pill to swallow, it’s necessary for growth and meaningful change. I’ve had many candid conversations, both on and off-site, where hard truths were shared with me that enabled me to grow.

One area where I’ve seen significant improvement is how ARC balances employees’ approach to customer service. In the past, agency customers often viewed us as “airline-friendly” and felt we didn’t prioritize their needs. However, through strategic changes across the organization, I believe we’re doing a much better job of ensuring our airline and agency customers feel equally valued.

ARC’s commitment to supporting Black employees is evident through a range of initiatives focused on creating an inclusive, equitable, and supportive environment. From offering mentorship programs and leadership development opportunities to fostering open dialogue about racial equality, the company actively works to ensure that Black employees feel heard, valued, and empowered – and that opportunities are available. Over the years, I’ve witnessed ARC make strides in increasing representation at all company levels and providing resources and support networks to help employees succeed. The organization’s dedication to diversity and inclusion is reflected in its policies and culture, ensuring that all employees, particularly Black employees, are provided with the opportunities and support needed to thrive professionally.

Michael White – Customer Success Manager, Customer Engagement

I started at ARC in March 2003, so it’s been almost 21 years for me!

My roles have changed significantly since I was hired, but supporting ARC’s customers has always been at the foundation. I started in the CCC as a CRA before moving to the production support team (Now Escalation specialist). After a year and a half, I moved to the Airline Help Desk, where we were responsible for creating reports (document detail reports), selling data, and assisting our airline partners. When ARC created our sales team, I was promoted to the Business Development/Account Management team (Now Key Account Manager), helping to manage airlines and sell ARC’s data products. I moved to the Agency team in 2017 to manage the agency relationships and promote the agency data products.

Early in my career, I had many opportunities to volunteer in cross-functional projects, which helped me learn more about various parts of the organization. Networking internally and displaying a positive attitude helped put me in a position for when opportunities were presented.

Mentors, both internal and external, have been extremely important in my role and career with ARC. They’ve helped me navigate the corporate landscape and understand the travel industry while providing encouragement and correction and showing the importance of creating a professional network of persons at various levels. There’s so much more – but that hopefully gives an idea.

I think ARC does a good job of supporting all employees through the various employee resource groups.  The creation and support of ARClusion was a significant step in showing support for ARC's diverse employees.

ARC takes pride in creating an environment where employees can express themselves, find support, and grow in their careers. Learn more about our culture and the opportunities available at ARC.