Get unlimited access to the latest travel industry news and analysis, comment on articles and sign up to newsletters.
Register for free
Already registered? Login here or below.
Having difficulty logging in? Try these tips, or contact support@ttgmedia.com
This week our undercover shopper was in Milngavie, Scotland booking a family half-term away to Cyprus. How did the sellers do?
The mystery shopper visited two travel agencies in Milngavie, Scotland, and requested a half-term break to Cyprus in October for a family of four with children aged five and seven, with a budget of £4,000.
They then made two Google.co.uk searches using the term ‘Cyprus family holiday’.
2nd: Thomson
3rd: Thomas Cook
4th: Barrhead Travel
Hynds Travel
23 Main Street
Mystery Shopper said: As soon as I entered the store, a smartly dressed consultant welcomed me, inviting me to take a seat. The shop was well organised and clean, with plenty of brochures. The consultant asked me various questions, including my budget. They found several suitable holidays, which I was shown on the computer. Then they filtered through the results to find a holiday that was ideal for me. I felt the first hotel I was shown, Aquasol Village, was perfect as it had a water park and plenty for the children to do compared with the other hotels. They gave me a quote for a holiday with Jet2holidays at £3,544. The consultant gave me their business card and I was advised to call back if I wanted to proceed. They also advised the deposit was £60pp. The agent was polite and helpful and I would have felt confident booking this holiday with them.
Gary Burns,
director,
Hynds Travel
Do you sell lots of Cyprus?
Yes, we do sell a fair amount. It all depends on the clients’ needs, really.
Where in the world is selling well for you now?
We’re selling more long-haul as people want better value for their money because of the strong euro. We’ve seen an increase in South Africa and our cruise market, too.
Where’s on your bucket list?
I like to ski, and I’ve not skied in New Zealand yet.
Biggest ever booking?
I booked a world cruise for a client about four years ago, worth £50,000.
Thomson
Thomson came near the top of the search list on Google, and I had heard of it. The site was easy to use and looked attractive. I was able to select my departure airport, my destination and the trip duration on the website. I was given a range of hotels and the total price was clear to see. I was able to filter based on hotel rating and board basis and found a suitable option. When I called, the consultant asked for my requirements in detail. The holiday I was offered had a hotel near the beach and a children’s pool with slide and was only slightly over budget at £4,185. I was advised this was a good price, and the consultant mentioned that the price may change and encouraged me to book. I felt confident the consultant had selected the best property for me.
Thomas Cook
The website had a range of hotels to choose from based on my requirements and I was able to use the filters to specifically look for a water park. The price was per person and the total was only in a smaller font underneath. The consultant was able to find me a holiday that matched my needs – it was the same hotel I had found online. They confirmed that the hotel had an onsite water park and was all-inclusive. The consultant didn’t offer to book my seats or in-flight meals, which I could do online. They told me the £3,186 price could change, and that the hotel only had three rooms left. I felt the consultant was knowledgeable, but the advice was the same as I could see on screen.
Barrhead Travel
80 Milngavie Road
A customer entered the shop directly before me and we stood for a few seconds before being asked to take a seat. I waited six minutes before a consultant asked if they could help. I was asked various questions including my budget. I said I would like the hotel to offer lots for the kids to do, and to be located near a water park. I was shown a few hotels within my budget that had kids’ clubs, but nothing else was explained and there were no water parks as I had asked for. The consultant found a holiday at King Evelthon Beach hotel at £2,931. I was advised that there were only two rooms left, and asked when I would be booking. I wasn’t asked for my contact details.
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.
