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This week our undercover shopper was in Beverley, East Riding looking for deals on a seven-night fly-cruise in the Med for a couple. How did the sellers fare?
The mystery shopper visited two travel agencies in Beverley, East Riding, and requested a seven-night western Mediterranean fly-cruise for a couple in their 60s celebrating an anniversary, with a budget of £4,000.
They then made two Google.co.uk searches using the term ‘Mediterranean fly-cruise’.
2nd: Oneworld Travel
3rd: Thomas Cook
4th: Fred Olsen Cruise Lines
Iglu Cruise
Mystery Shopper said: The website came top of the internet search with an easily-accessible assistance number clearly displayed on the homepage. I telephoned a consultant who asked me about my holiday requirements; how long the cruise would be for and where I wanted to go. I was asked for my details so that information and prices could be emailed to me. The agent was friendly, helpful and enthusiastic in trying to find a suitable cruise. I was given two options, both seven nights with MSC, with one flying from London and the other from Manchester. They recommended the Manchester flight, which came to £2,578 with an all-inclusive cruise. Overall I felt the agent was infectious in their manner and was keen to book my holiday. They asked me if there was anything else I needed to know before ending the call and I received written confirmation via email shortly afterwards.
Marie Shergold,
Cruise specialist,
Iglu
How long in travel?
I worked for Travel Republic for three years before moving to Iglu this June. It’s been four years in travel now.
How often do you sell western Mediterranean fly-cruises?
I get around 20 enquiries a day and 7 of those are for the western Mediterranean. It’s popular because they are good value.
Tips for selling it?
Look at the ports of call and identify what’s good to do or visit. Go through itineraries in detail.
What else is selling well?
Alaska, Canada and the Baltic are particularly popular with clients.
What’s on your bucket list?
Borneo – I would love to see the orangutans.
Who makes the best cup of tea in the team?
Probably Mark. He’s my partner so he knows exactly how to make it for me.
Oneworld Travel
35 Saturday Market
On entering the shop I was greeted by a friendly, smartly-dressed agent who offered me a seat and a drink. After telling them about my requirements the agent suggested cruises to Greece, Turkey and the Canaries, but as they were not in the western Mediterranean I was directed to another agent who could help. The second agent found a package quickly – an all-inclusive Royal Caribbean cruise onboard Symphony of the Seas with Manchester flights from £3,918. I was told that there were few cabins left and I should place a deposit of £150pp to secure a room. I received a call two days later asking if I had any questions or if I wanted to book over the phone.
Thomas Cook
24 Toll Gavel
The store was tidy with smartly-dressed consultants who greeted me as I walked inside. I was asked by an agent about my holiday requirements. They enquired whether I had a preferred cruise line and searched on their computer. They suggested an eastern Mediterranean voyage with P&O Cruises, onboard Oceana from £2,763, which was discounted as I had used them before. A western Mediterranean cruise with Princess was mentioned but flights had to be booked separately and they were not direct; however, they said it would be better for the ports visited. I was not encouraged to book but my details were taken.
Fred Olsen Cruise Lines
The website was colourful and easy to navigate. I telephoned an agent using a number provided. I was asked a number of questions to ascertain my needs and about the ports that I would like to visit. The agent was friendly and polite but told me that all of their cruises were from Southampton and the closest possible match would be a sailing on Braemar for 16 nights. I was not given a price and received only part of the itinerary. I felt confident that Fred Olsen would normally provide great holidays but in this case they could not find one that matched my requirements.
TTG has teamed up with React Surveys to simulate a realistic booking process each week – that means a mystery shopper looking for the best deal from agents and operators on the high street, online, on TV or in newspapers. The Mystery Shopper research is carried out on behalf of TTG by React Surveys,and no further details or information can be disclosed. Researchers take into consideration first impression, sales process, product and budget match and extras offered before giving an unbiased opinion of which channel/company they would have booked with on that occasion. We do not claim that the winner is the best in an area or specialist sector, as we may report on competing travel firms in the future. Please note that the aim of Mystery Shopper is not to criticise individual agents or companies, but to promote good sales technique for the benefit of all in the travel trade.
