| Journal: TWUK | Section: |
| Title: | Issue Date: 04/09/00 |
| Author: | Page Number: 10 |
| Copyright: Other |
Letter of the week
Shopper’s visit is no mystery
I am writing to express the views of many independent tour operators and travel agents. Each week Icarefully check Mystery Shopper in case the request is for one of Peltours’ featured destinations.It appears that Mystery Shopper may have lost the plot. What is the point of going into two, three or four travel agents owned by the multiples on the same visit?
I would be surprised if everybody who reads your newspaper wouldn’t mind a small wager that Going Places would recommend an in-house Airtours tour operator, Lunn Poly an in-house Thomson tour operator and Thomas Cook maybe JMC.
Only non-aligned travel agents will actually reflect true opinions, techniques and operator advice.
There was a time when agents used to enjoy looking at this page and hope they had done well – now it can be used to remind oneself of who owns whom.
I believe recent articles that have appeared in both the national and the trade press further accentuate the point. These stated that a majority of all holidays sold by multiple travel agents are for in-house operators.
So what’s the future for Mystery Shopper? Preferably visiting more independent travel agents – perhaps members of the Campaign for Real Travel Agentswould be a good start.
Darren Panto, marketing manager, Peltours, Finchley, London
n Editor’s note: Mystery Shopper tries to visit a cross-section of agencies in the area she visits. Mystery Shopper does not just test brands sold, but also agency appearance, staff attitude, brochure racking, product knowledge and sales technique.