The only travel agency in Sai Kung, the retail experience at Travel Expert is straightforward and fuss-free, much like the décor
PRESENTATION Opened in November 2012, Travel Expert is the first and the only operator to have penetrated Sai Kung, known as Hong Kong’s backyard. Occupying one unit of a single-storey structure with local grocery and gourmet shops as neighbours, the shop is without any fancy shopfront décor.
Despite its simplicity, the large company logo in English and Chinese characters on a blue and white background is eye-catching.
Wall-mounted shelves of leaflets are categorised by destination and themes, and available services are clearly marked on the door. Six small posters on the storefront window draw the attention of passers-by.
APPEARANCE Most of the staff appeared young and wore their uniforms neatly. Staff were well-trained with good product knowledge. I queried about self-drive holidays and a travel consultant swiftly printed out some potential destinations.
However, the service desk was crammed with four computer screens, documents and insurance brochures. This blocked my view and I could hardly find space to jot down notes.
EASE Situated right next to a minibus terminus, the street-level shop is accessible and faces a busy road. The only retail travel agency in Sai Kung Town, the shop is impossible to miss. The outlet is small at about 18.6m2 and only has four counter seats, though there is also a coffee table with two chairs in the corner.
SUGGESTION Staff need to be more proactive when delivering travel information and should elaborate instead of providing short answers. As the district is inhabited by many expatriates, Travel Expert could do away with the bilingual brochures on popular FIT packages. Staff should wear nametags too.
Moreover, while the interior is simple and clean, a television showcasing destinations would help enrich the in-shop experience. The staff could also recommend that clients visit the company website for further research.
