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This week our undercover shopper was in Central Milton Keynes to buy a three-night European Christmas market break for two. How did the sellers fare?
The mystery shopper visited two travel agencies in Milton Keynes and requested a three-night short break to a European Christmas market for a mother and daughter, departing in the first week in December, with a budget of £1,000.
They then made two Google.co.uk searches using the term ‘Christmas markets break’.
2nd: Super Break
3rd: British Airways
4th: Cambourne Travel Ltd
Thomson
15 Acorn Walk
Mystery Shopper said: The store was clean and organised, with brochures displayed along the wall. I was promptly acknowledged by a well-groomed consultant, who offered assistance. They asked where I would like to travel to and I said Paris. They then asked more detailed questions including budget and proceeded to check the dates of the Christmas market in Paris and opening times. They proposed a few packages with four-star hotels and discussed departure times and the distance of the hotels from the market. They also gave advice on the best time to visit the Christmas markets to avoid crowds. The consultant recommended an easyJet flight and the Novotel Paris Les Halles, with a Super Break package priced at £907. I was given a printed quote to take away, with the consultant’s details and a reference number for making the booking. The consultant was courteous, friendly and professional.
Mason Ludovico,
apprentice travel adviser,
Thomson
How long in travel?
I started with Thomson last September. I’m an apprentice here.
How often do you sell Christmas markets breaks?
We don’t sell too many of them, but I’ve had a few friends who visited Paris Christmas markets, so that was helpful.
Where is selling well?
Croatia and Montenegro did well over the summer, and Cape Verde is proving popular for winter sun.
What’s hot for 2018?
Tui Blue hotels, especially the Turkey properties.
Where’s on your bucket list?
Mexico – I’d love to go to Cancun.
Who makes the best tea in the office?
Oh, that’s a tricky question. Probably my colleague Natalie.
Super Break
The site was quick to load and had an attractive layout, but to see the option for Christmas market breaks I had to scroll down. I only found out where to find the option for flights and hotels after I’d made the phone call. After that, it was easy. There were a lot of filters to help me select my requirements and find alternative flights and hotels. There was also the option to switch hotels and view room types. The consultant asked lots of questions and proposed a three-star hotel. They only recommended travel by Eurostar. The consultant provided a quote at £852. The search results on the website generated many options and provided details of the holiday. The consultant said they couldn’t email me a quote as availability and prices could change.
British Airways
The contact number wasn’t easy to find and an automated message played for more than one minute before I was connected to a consultant. After I explained my requirements, the consultant said they weren’t familiar with Paris Christmas markets but would take a look. They asked detailed questions, including my budget, and suggested various relevant flight and hotel packages, which we talked through, before finally recommending the Sofitel Paris for a total trip price of £962. They said they would have emailed me a quote but they were going away that day. However, I was able to find a suitable option on the website having used the available filters.
Cambourne Travel Ltd
52 High Street
The store was well presented and organised. I was promptly acknowledged but never offered a seat. After explaining my requirements, the consultant said they couldn’t help that day as the contacts they needed to call had closed for the day and they suggested finding the information online. The consultant said they weren’t aware of Christmas markets in Paris and suggested Germany. Another consultant handed me a Christmas markets brochure. The consultant conducted a quick search for Paris and gave advice on the most cost-effective air route and departure times. I received a more detailed quote a few days later. It wasn’t for my preferred departure date but was under budget at £965.
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.
