What defines 20 years of Agoda? It’s the drive to innovate, the setbacks that became breakthroughs, and the brilliant people behind it all. As we celebrate the company’s 20th birthday this May, we’re reflecting on the pivotal moments that brought us here and shaped Agoda’s culture for the better.
While Agoda was officially established in 2005, its story began even earlier. The company carries forward a legacy shaped by trailblazers from PlanetHoliday, the platform that laid the groundwork for Agoda’s future.
Today, nearly 20 employees from those foundational years remain with the company — a testament to the enduring culture we’ve built together. Over two decades, we’ve evolved into a global organization rooted in innovation and diversity, where excellence for our customers and growth for our employees go hand in hand.
In this article, we’re proudly spotlighting three long-serving Agodans who’ve been with us since the company’s earliest days — some even before it became the Agoda we know today. We asked each of them to share a moment they’ll never forget from their time at Agoda, and their stories offer a behind-the-scenes look at how we’ve grown through adversity, adapted to change, and stayed true to the values that unite us.
Leading with Empathy
Waen Jitrawong
Employee Relations Senior Consultant
Joined Agoda in 2004
“My most unforgettable Agoda memory? It was in early 2010, when Thailand experienced political turmoil with months of ongoing protests. At the time, our employees were spread across two floors in the heart of Bangkok’s city center — ground zero for the escalating tensions. This crisis tested Agoda’s DNA: our ability to act fast while leading with empathy, a philosophy that still drives us today.
As the situation grew increasingly serious, I remember holding near-hourly meetings with our co-founders Michael Kenny and Rob Rosenstein to assess safety risks. Despite the chaos, we refused to compromise on our commitment to Agoda’s customers or our duty to protect employees.
Once it was clear the danger was real, we made the call to evacuate everyone immediately. Even with operations in limbo, we went straight into planning mode: How do we keep serving customers while keeping our teams safe?
The next day, our founding CTO Joost Doevelaar and I raced to scout temporary workspaces near Phra Khanong. Time was critical. We combed through gaming stores and markets, hitting dead ends until securing space at the Imperial Queens Park Hotel and another nearby building (pictured below).
Meanwhile, our IT and Admin teams pulled off the near-impossible: relocating desktop computers despite protesters blocking external vehicles. They rebuilt new systems overnight and arranged hotel rooms for stranded staff who couldn’t get home. True to Agoda’s culture, our co-founders ensured we were well taken care of with 24/7 access to food, water, and essentials for all staff. No exceptions.
I’ll never forget how everyone came together during that crisis, regardless of team or title. It was a perfect display of Agoda’s culture: empathetic leadership and creative problem-solving at its best. One key learning? We equipped every employee with a personal laptop to stay prepared for whatever comes next.
Decades later, that same spirit remains. In times of uncertainty, such as COVID-19, Agoda’s teams consistently respond with speed, calm, and care, always putting employees first. You can’t plan for every possible emergency, but with the right people and culture, you can navigate any obstacle.”
Learning From Unexpected Opportunities
Yüng Jamjuntra
Director, Head of Modern Workplace Services and Solutions
Joined Agoda in 2003
“I joined the company in late 2003 — yes, almost 22 years ago! My career began in what’s now our Customer Experience Group, working on a small, scrappy team where nearly everything was manual. Those early days taught me our business from the ground up and what excellent service truly means.
My defining moment came a few years later, during a pivotal time for the company. As Agoda rolled out a cutting-edge backend reservation system, I was offered a role on the Tech team as a QA Specialist. It was a path I’d never envisioned, and I’ll never forget taking that leap.
Despite having no tech background, I was suddenly surrounded by engineers, learning how to test software and document bugs. The pressure was high, but I learned and grew quickly, thanks to hard work, hands-on experience, and the support of my colleagues.”
Next, I jumped into a whole new challenge as an IT Support Manager. Once again, this was unfamiliar territory. I was still in Tech, but the work was far more cross-functional, and this was my first time leading a team. It pushed me out of my comfort zone and opened the door to a whole new level of growth.
These experiences shaped a mindset I’ve carried with me ever since, and one I continue to share with my team: treat every day as an opportunity to learn. Approach your work as if you’ve been given an educational scholarship. My career has taken many unexpected turns over the past two decades, but this perspective has helped me embrace each one.
Today, as Director of Modern Workplace Services and Solutions, I lead a team that empowers Agoda’s culture and employee success through seamless support and cutting-edge tools. The tech has evolved, but one thing hasn’t changed: I’m still learning something new every day.”
Rising to the Challenge
Kongsit Charoenrattanapornchai
Manager, IT System Engineering
Joined Agoda in 2003
“Over 22 years at Agoda, I’ve seen our teams navigate many crises. From the 2003 SARS outbreak in 2003 to the 2020 global pandemic, each one tested our resilience in a different way. But with great leadership and teamwork across the company, we’ve always come out stronger than before.
One moment I’ll never forget was during Thailand’s devastating floods in 2011, when we needed to quickly execute our business continuity plan. At the time, I was leading the IT Systems Engineering team. I was tasked with supporting our Customer Support agents, who were being relocated from Bangkok to our office in Kuala Lumpur.
I flew out to Malaysia immediately to help them get set up and ensure they had the systems and infrastructure needed to keep serving our customers without disruption. It was a whirlwind of constant coordination, tight timelines, and high pressure, but there was no time to hesitate.
We needed to act quickly to protect our teams and keep Agoda running. As soon as I returned to Bangkok, I was on the next flight again, this time to Phuket. My job was to survey locations that could serve as an alternative hub to support our business needs in the region.
In times like these, you can’t just focus on technology. You have to focus on your people. My priority was ensuring every employee had what they needed to keep working safely, no matter where they were.
The biggest lesson I took from that experience is this: Always be ready. Business continuity planning is still a key part of our IT strategy, so we’re prepared for whatever comes our way.”
Agoda’s culture has shaped 20 years of growth, and we’re just getting started. Explore career opportunities with us today!
