Mystery Shopper visited independent travel agents trading in the suburbs of southwest London this week. On this occasion, Mystery Shopper needed information on brochures for a family holiday to Cyprus in mid-July and wanted some advice on resorts. She was also keen to know if there were any free child places left. Only one agency – the winner Expertravel near Kingston-Upon-Thames – thought to suggest Northern Cyprus.
*****
Each week, Mystery Shopper will be calling on agents in different areas. Stars are awarded to agents which score for:
* Agency appearance
* Product knowledge
* Staff attitude
* Brochure racking
* Sales technique
Top-scoring agency each week receives a Travel Weekly certificate of commendation
Please note that no additional information will be given about Mystery Shopper’s visits
Expertravel, 414 Richmond Road, Kingston-upon-Thames
Winner *****
THE SMALL agency was neat and brightly lit with a good selection of brochures on display.
One consultant was on duty and he immediately asked me which part of Cyprus I wanted to visit.
I said I wasn’t sure and he quickly gave me a broad outline of the political situation and explained that if I wanted to go to Northern Cyprus, it would entail flying to Turkey and stopping on the ground for about 30mins, whereas we could fly direct if we visited the rest of the island.
He said Northern Cyprus was interesting for its archaeology and it also had good beaches. I said we would be travelling with small children and preferred a direct flight.
He picked out a selection of brochures, including Metak’s brochure if I wished to consider Northern Cyprus, as well as Cyprair Holidays Cyprus, Argo Holidays, and First Choice which he said was useful if I was looking for free child places.
He showed me a map of Cyprus in one of the brochures and highlighted Protaras as a good place to go.
He also mentioned Paphos as an option and said we could visit the Troodos mountains if we thought about hiring a car. He also showed map indicating Northern Cyprus and said Nicosia was well worth a visit. He stamped the brochures and said to call with any queries.
* Agency appearance
* Product knowledge
* Staff attitude
* Brochure racking
* Sales technique
TAM Travel, 180 Kingston Road, New Malden
****
The large attractive agency was set on busy road. There were a wide selection of brochures were on display. Two consultants were on duty and there were no other customers.
I was served immediately by a cheery consultant who picked out Unijet Summer Sun, Manos Summer, First Choice Summer Sun and Thomson Summer Sun brochures.
She asked who was travelling and suggested Protaras was a nice family resort. She said she had been there with her family and it was good for children.
She said Ayia Napa, which was nearby, was more for 18-30 types and then went on to advise me to book soon to secure free child places. She wrote her name on a compliment slip.
* Agency appearance
* Product knowledge
* Staff attitude
* Brochure racking
Co-Op Travelcare, 32 London Road, Morden
**
There were two consultants on duty in this medium-sized agency and both of them were busy with customers.
I browsed at the racks which were running low on brochure supplies and was startled when a third consultant emerged and asked if I needed help.
He confessed he didn’t know Cyprus and checked with a colleague who said Paphos or Protaras were the places to go and then carried on dealing with her customer.
The consultant then picked out some Manos and Olympic brochures and said the two companies were very similar.
He also gave me the First Choice Summer Sun brochure and said to look for the free child symbols in the different pages.
* Agency appearance
* Staff attitude
Reynolds Travel, Coombe Lane, Raynes Park
No stars awarded
The agency, situated in a prominent site, was large and old fashioned. The exterior and interior both looked gloomy and in need of a facelift.
The brochures were arranged as a window display, which ruled out browsing.
I asked the only consultant on duty about Cyprus and she immediately were to some filing cabinets at the back and picked out Thomson, Cyprair, Priceright and Cyplon dedicated Cyprus brochures.
I asked her to recommend some resorts and she suggested Paphos which was on “this side” of the island.
She didn’t open a brochure and said I was unlikely to get free child places at this stage as the brochures had been out for a year now.