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This week our undercover shopper was in Hartlepool for a week on the beach in the Maldives for a couple this coming spring. How did the agents do?
The mystery shopper visited two travel agencies in Hartlepool, County Durham and requested a week-long Maldives beach holiday for a couple in spring 2018, with a budget of £6,000.
They then made two Google.co.uk searches using the term ‘Maldives beach holiday’.
2nd: Dawson & Sanderson
3rd: Tui
4th: Regent Travel
Virgin Holidays
virginholidays.co.uk
Mystery Shopper said: This came up as the first link after the advertised sites and after clicking I was enticed by the image of an idyllic island resort. I liked the full-screen video clips while the search was in progress. The search returned 15 options for all-inclusive holidays from Newcastle. The first time I called, the line was busy but I tried again and got straight through to a consultant who showed good knowledge and enthusiasm. They found a package with Newcastle flights staying at Centara Ras Fushi in an overwater villa for £5,759. As they were talking I found it on the Virgin Holidays website and was able to look at images. Encouraged by the consultant’s enthusiasm, I felt this was the most appropriate hotel for my requirements. They sent me a quote with options for comparison within 20 minutes of the call. They warned me prices and availability were subject to change, and urged me to email when I was ready to discuss the booking further.
Dawson & Sanderson
Unit 18, Middleton Grange Shopping Centre
This agency was well presented and had a welcoming, professional feel. I was offered assistance by a consultant who asked about my requirements and said they would be able to help. The agent researched holidays with two operators and showed options on their screen. They highlighted the benefits of upgrading accommodation and board basis. At the end of the consultation they had found a selection of holidays that met my requirements. The best option was a holiday with Kuoni departing from Newcastle and staying at Kuramathi Island for £5,362. They produced a personalised eBrochure, which they printed, and also emailed it so I could share it with my travel partner. I was confident in their ability, knowledge and professionalism.
Tui
This was the top hit on the Google search and the landing page had a photo of an island surrounded by overwater villas. I called the number on the website but found it frustrating as I had to wait a long time. When a consultant answered they were a little dismissive and did not ask where I was based. They did establish when I wanted to go and found Gatwick flights and recommended a stay at the Veligandu Island Resort and Spa for £5,473. When I hesitated, the consultant mentioned an alternative property, the Robinson Club resort, part of Tui. They took my details and promised to send links by email, which they did. Just before ending the call they gave me a direct number to ring if I wanted to discuss anything further.
Regent Travel
153 York Road
My first impression of the agency was not great as it was a bit run down. One of the consultants was on the phone when I entered but once they had finished they asked about my requirements and assured me they could arrange a holiday. They said they knew of an island that clients were going to in a few weeks’ time that would be perfect for me. They took my details and said they would research flights with Emirates from Newcastle and get back in touch.
Later that day they sent me some suggestions at a range of price points. The best option was a stay at Centara Ras Fushi with Newcastle flights for £5,298. The email also said if I wanted them to quote on any other resorts they could do so.
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.
