The New Year resolution for Mystery Shopper was to see the total eclipse of the sun on August 11.Cornwall is supposed to be the best vantage point to see this unique event so agents in Wimbledon were called on to see about the chances of booking a cottage there. The Lunn Poly consultant was excellent. Not only was he the only one to check availability but he was able to suggest an interesting alternative destination.
*****
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
Lunn Poly, 60 The Broadway, Wimbledon
Winner: ****
A bright, tidy-looking agency with seven consultants on duty. Brochure racks were patchy.
Consultant was very aware of eclipse and the huge interest there would be in it and commented that the roads to Cornwall would be jammed.
He said that it could be difficult to get availability but offered to check. Called Blakes but was told it only had a few mobile homes left over the period. Commented that if that was the situation with Blakes, then it would also apply to Lunn Poly’s own programme operated by Country Holidays as it was part of the same group.
He looked up Crystal Premier Britain on the screen commenting that as it only had a few cottages in the programme, perhaps not many agents would know about them and there would be some availability. But he found nothing was available. Said the total eclipse would also be visible in Paris and checked if I would be interested in going there? This was news to me and I indicated that I may consider it if it was impossible to get space in the West Country.
He picked out a Paris Travel Service brochure and indicated a piece about the eclipse contained in the Essential Information section at the back of the brochure. Consultant advised me to book as soon as possible just to be sure of getting availability.
* Agency appearance
* Product knowledge
* Staff attitude
* Sales technique
Thomas Cook, 6 Wimbledon Hill Road, Wimbledon
***
Large agency with bureau de change. Two consultants on the counters and both were free.
I was served immediately by a cheerful consultant who seemed unsurprised by the enquiry and instantly jumped up from his seat to pick out suitable brochures from the racks. Despite the fact that I had expressed a preference for a cottage, he picked out Superbreak and indicated West Country hotels. He did check that Cornwall was in the West Country and, pointing to the map, checked again that the area indicated was Cornwall.
He also picked out Country Holidays Short Breaks and Crystal Premier Britain brochures. Advised me to book early.
* Agency appearance
* Staff attitude
* Brochure racking
Gemini Travel, 17 Wimbledon Bridge, Wimbledon
**
Three smartly dressed consultants were on duty in this medium-sized agency. There was a good selection of brochures on the racks.
The consultant was obviously familiar with the fact that the eclipse was happening, but her response to the request for accommodation was very negative indeed.
She told me that everywhere would be completely booked up without making any attempt to check. She then said that they were having to put campsites to accommodate people.
I was told that my best option was to call the Penzance Tourist Board (is there such a body?) and see if it could give any advice. Again, the service was very poor.
* Agency appearance
* Brochure racking
Going Places, 20 The Broadway, Wimbledon
No Stars
Medium-sized agency which looked somewhat tatty and untidy. Thought it was closed at first because door seemed to be locked. After a couple of attempts at trying to open it, I heard a “click” so assumed it must be a security system.
Brochure supplies were low. Two consultants were on duty and I was served immediately.
The consultant seemed completely unaware of the eclipse, but focussed on finding brochure featuring the West Country. She did mention Blakes and Hoseasons. Went to back office and returned with Hoseasons brochure. I had requested cottage holiday, but she indicated that Hoseasons only did lodges. A very lacklustre service all round.