An independent agent has won an apology from Club Med after angrily complaining about being mystery-shopped by the supplier.
Nick Harding-McKay, managing director of Balham-based Travel Designers, hit out at the operator for mystery‑shopping his agency.
The shopper entered the agency and requested a holiday in Turkey for a family of four who wanted to stay near a water park.
Harding-McKay, who vented his anger on the Travel Gossip page on Facebook, said one of his members of staff approached three operators, obtained five quotes and spent an hour-and-a-half with the customer.
“As an independent agent we’re impartial and can advise our customers with information to suit their wants and needs,” he said.
Club Med, which has four properties in Turkey, was not one of the operators recommended.
It later contacted Travel Designers to ask why.
Harding-McKay (pictured) added: “Someone called and had a go about the fact we didn’t recommend them, but my staff did nothing wrong.
“This isn’t how I expect to be treated by a supplier; partners shouldn’t be treated this way.
“I know of four or five other agencies who were mystery-shopped by Club Med recently. I’m really unhappy about it.”
He said Travel Designers’ business with Club Med was up by £100,000 so far this year and that he would like to be shown more appreciation for the bookings his agency is making for the operator.
Joy Lacana, agency sales manager for Club Med, said: “We apologise to any agents that we have upset during this mystery‑shopping exercise.
“Here at Club Med, we value the relationships we have with our travel agents and appreciate the great lengths they go to when selling our product.”