Mystery Shopper: Maidstone travel agents sell Bodrum

This week Mystery Shopper wanted a trip to Bodrum – which had been recommended by friends – and had a budget of about £750, including a nice hotel.

What a disappointing search. Apart from Thomson, she received an odd at best and appalling at worst consultation.

The bright agent at Thomas Cook managed to salvage that consultation, but from Mystery Shopper’s experience, Air Travel Consultants and First Choice need to go right back to the basics of customer service.

The target: Maidstone, Kent
Wanted: A couple looking for a week’s late summer holiday to Bodrum in Turkey

Air Travel Consultants

119 Week Street
Score: 21%

The interior of this agency had an amateur feel with large and cluttered desks and an odd mishmash of destination pictures on the walls.

Initially, all agents were on the phone and didn’t acknowledge me. When I was served, the consultant searched her computer for about ten minutes, during which she took a phone call and chatted to her colleague.

She quoted £858 for the two-star Duygulu hotel but didn’t seem to know much about Bodrum. She was only enthusiastic when trying to switch sell to Cairo or Tunisia. I was given a print out with poor quality photos.

The service here didn’t impress me. The consultant showed little interest and didn’t establish a rapport, and conversation became awkward when she was asked about my husband’s occupation. The agent said their company offered the best prices, but all competitors gave cheaper offers at more appealing hotels.

First Choice

201 Water Lane
Score: 26%

A nice looking agency, but a shame about its grubby carpet. All the agents were on the phone and I was eventually served by the Bureau de Change consultant who made it obvious she didn’t want to serve me by constantly referring to being in the Bureau.

She said ‘doubt there will be anything available at that price’ when I told her the budget. There were long silences while she searched her computer. She quoted four-star Parkim Ayaz Gumbet at £770 with Thomas Cook Holidays.

She didn’t save my holiday details, and spent another ten minutes finding it when I asked for a printout. She then said she couldn’t print out the details because I hadn’t wanted to give my phone number and her tone was fairly argumentative.

I left with a suitable option, but frankly wouldn’t visit the agency again because of poor and unfriendly service.

Thomas Cook

249 Water Lane
Score: 82%

Although the agents were busy, I was immediately acknowledged by the agent from the Bureau de Change. There were two customers ahead of me but after five minutes an agent approached me.

I was then surprised when she said she wasn’t serving customers, but informed me another agent would be with me shortly. I was escorted to another agent and introduced, the agent said she was in the middle of something and waiting for a call-back, but the first agent ignored her. The second agent was very friendly and was honest about the resort, saying the nightlife might be too lively.

The agent quoted me at the two-star Istankoy Hotel for £660 with Thomas Cook and also suggested I took a Manos brochure. It was slightly bizarre to be greeted by an agent who wasn’t serving, but the second agent made a suitable recommendation, was helpful and established a good rapport.

Thomson

24 Week Street
Score: 98%

At last – a cheerful smile and upbeat hello. The consultant here focused totally on my requirements whilst engaging in interesting conversation. Her product knowledge was great and she knew Bodrum.

I was told it was a lively resort and warned I might not enjoy some aspects, but she was positive about other aspects and really sold me her favourite destination – Olu Deniz. She asked lots of questions, including the things we liked doing on holiday.

She discussed details such as insurance, currency, car hire and transfers. The flights were also at good times. She double checked reviews of the hotel on Trip Advisor. She quoted £788 for the Turihan Beach Hotel, Bodrum.

I felt included in the search as she angled her screen towards me and we chatted through the information together. She tried to close the sale, gave me a business card and offered to price match other quotes. This visit knocked spots off the rest.

Tips

1. The agents were right to warn Mystery Shopper about Bodrum’s lively nightlife, but there it does have a different side. The resort is crammed with classical ruins, including the Mausoleum of Mausolos, one of the Seven Wonders of the Ancient World.
   
2. Mystery Shopper wanted to experience a bit of the real Turkey and Bodrum is part of a peninsula with plenty to explore, for example the villages of Torba or Yalikavak.
   
3. Pegasus Airlines and easyJet have launched direct flights from London, so while it’s cheap to get there, there is also luxury to be found in and around Bodrum, for example The Bodrum Princess Deluxe resort in Golturkbuku.
   
4. Suggest clients get out and explore the area – they can either rent a car or suggest a gullet cruise along the coast’s hidden coves. 
   
5. To get more product knowledge about Bodrum visit Gazetteers.com. The site also contains photos of resorts and hotel reviews from fellow travel agents.

If you’re manning the Bureau de Change, what’s your priority – that or the customers? Read more on the Community Editor’s blog