Jetour Holiday's new branch is easy to find and service is satisfactory, though it could afford to fine-tune standards
PRESENCE This new branch of Jetour Holiday opened in Sun Yuen Long Centre last November, clustered together with six other travel agencies on the second level. Despite the refurbishment taking place inside the mall, big signs and logos make finding the shop easy. The mall is linked to the Yuen Long MTR Station and it took me less than five minutes to reach the address.
From the first glance, Jetour stands out the other agencies’ with a stylish and eye-catching shopfront and huge image of a European destination. The shop’s overall design is clear and neat without the usual bombardment of flyers and posters.
APPEARANCE It was a quiet afternoon when I stepped into the shop. There were only two staff decked neatly in uniforms managing the counter. I was promptly greeted with a smile by the female consultant. When I shot her a series of questions about cruise holidays and FIT packages, she answered my query calmly and confidently.
EASE During our conversation, the phone on the desk ran non-stop. But the consultant remained focused on my questions and for the one time she did answer the phone, she politely apologised beforehand.
My query was about a first-time cruise holiday for my family and she came up with a quick recommendation. She had a basic grasp of product knowledge but once there was no certain answer from the laptop or brochures, she swiftly turned to another staff for confirmation. I was given what I needed to know within 20 minutes.
SUGGESTIONS Out of the seven travel agencies there, Jetour was the only one without a Chinese name. It would be better for Jetour to have a Chinese one to show the general public. For first-time cruise passengers, staff can be more proactive about sharing the must-know information i.e. what meals are not included, settlement of bill at the end of the journey and non-inclusive items like Internet access, rather than having clients continuously ask what they need to pay attention to. Nametags for staff would be helpful.