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This week our undercover shopper was in Kettering to book a week in Majorca for a couple of 50-something friends. How did the agents do?
The mystery shopper visited two travel agencies in Kettering, Northamptonshire, and requested a week-long walking and beach break in Majorca for two friends in their late 50s, travelling in May 2018 with a budget of £3,500.
They then made two Google.co.uk searches using the term ‘Majorca walking holidays’
2nd: Inntravel
3rd: Ramblers Walking Holidays
4th: The Co-Operative Travel
Millington Travel
1 Gold Street
Mystery Shopper said: The store was well organised, clean and tidy. A smartly dressed consultant greeted me immediately and asked how they could help. They asked me to take a seat and fetched some brochures. The consultant had an in-depth knowledge of northern Majorca, which they said had the best walking terrain. They explained the various options available in detail and said I could choose to book a trip through a specialist operator, or the agent could devise a tailor-made package. They explained the merits of both. Two specialist operators were recommended and I was given two brochures to look at, with the holidays explained in detail. Both options were excellent. I opted for an Explore package, priced from £1,950. The consultant gave their contact details so I could get in touch to book. The sales process was very positive and I would certainly recommend this agency.
Inntravel
inntravel.co.uk
Inntravel appeared first in the sponsored search and mentioned walking. The site was well constructed and logical. It was easy to navigate and use. After inputting my requirements I was directed to two hotels in Majorca with stunning imagery. The page offered mixed walking holidays and the phone number was prominent. The page didn’t show prices for May 2018. The consultant asked lots of relevant questions and was very efficient, friendly and pleasant. They explained that prices hadn’t been set for May yet, but that the operator would indeed be offering the holiday, and stated the maximum price. They had personal knowledge of the area and later sent a detailed email confirming the maximum holiday price of £1,652. My contact details were not taken but I was told to get back in touch.
Ramblers Walking Holidays
ramblersholidays.co.uk
The site ranked highly on Google. When I typed in my search, no results came up, so I called the number on the site and was quickly put through to a consultant. They explained that the site had “been down” and asked how they could help. They recommended Hotel Marina, located near the beach, and a package priced at £2,430. They had good knowledge of the area, although they had not been there. They told me there were various holidays that would suit my needs but didn’t suggest alternatives. I asked them to send an email with a quote. The email contained scant information, although there was a link to a web page where more information about the holiday was available. The consultant was efficient but the experience felt rushed. My details weren’t taken.
The Co-Operative Travel
Northfield Avenue
The store’s exterior felt as though it needed some work. I was informed that the business was soon to close and reopen as a Thomas Cook outlet. There was a colourful window display and the interior was clean and spacious. I was acknowledged by a smart consultant and invited to take a seat. I explained my needs and they immediately gave me a brochure, showing me an area in Cala Vinas they had been to. The holiday, at Sentido Cala Vinas, was the only package they showed me. It was priced at £1,207. I asked if the hotel offered walking tours; the consultant said it did not. There was no attempt to find alternatives. The consultant said there was one room left at the hotel and two seats left on the flight. I was given a printout of the quote to take away.
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.
