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 intrepid secret shopper was in Salisbury scoping out the offers for a week in Mauritius for two. How did the sellers do?
The mystery shopper visited two travel agencies in Salisbury, Wiltshire, and requested a week-long break to Mauritius for a couple in their 30s celebrating their wedding anniversary, with a budget of £5,000.
They then made two Google.co.uk searches using the term ‘Mauritius holiday’.
2nd: Kuoni
3rd: Virgin Holidays
4th: Traveller's World
Thomson
11 Old George Mall
Mystery Shopper said: The shop’s interior was clean and tidy. Upon entering, I was greeted by a smartly dressed consultant who gave me their full attention. The consultant asked about my dates, duration and budget and said there were five holidays available that matched my requirements. The consultant went through the pros and cons of each hotel and showed me the activities available at the properties, turning their computer so that I could see the details for myself. The agent eventually found a holiday for the exact dates I had asked for – a stay at the Long Beach Golf & Spa Resort with Emirates flights for £4,250. They said they would call the next day to find out if I was happy to go ahead with the booking and printed off a quote. If I had been a genuine customer, I would have booked the holiday straight away.
Caitlin Maidment Griffiths,
Apprentice,
Thomson
How long in travel?
A year now; I’ve come straight out of college.
How often do you sell Mauritius?
I’ve sold it a few times in the past, usually for people looking for a luxury getaway.
Tips for selling it?
Stay open-minded when choosing a resort. Look at reviews and the facilities available and bring the holiday to life for your client.
What is your local clientele?
Mostly families looking for good-value holidays.
Bucket-list destination?
Goa in India is right up there on my list. I love the idea of the wildlife experiences available and the way of life looks amazing.
Who makes the best cup of tea in the office?
Definitely not me, that’s for sure. I would say it’s Lisa, who was my buddy when I first started here.
Kuoni
The web page had pictures, which immediately grabbed my attention, with easy-to-read text and a clearly labelled phone number for assistance. After calling a consultant and explaining my requirements – and that it was my wedding anniversary – the agent recommended three holidays and emailed me quotes for each of them. The quotes were detailed, which helped me to make my choice – a stay at The Ravenala Attitude, for £4,026 with British Airways flights included. The agent said to contact them as soon as I was ready to confirm the booking and provided their details. They made me feel great about the holiday and that it was the right choice for my anniversary.
Virgin Holidays
The site was easy to navigate with appealing pictures, which made me feel excited about booking my holiday. I telephoned an agent, who took down my requirements before explaining that they would call back later that day once they had found a few hotel options. They explained that the prices could change quickly and gave me their contact details so I didn’t have to go through the automated call system again. I was emailed two quotes with one being better value – a week at the Zilwa Attitude with BA Heathrow flights, for £3,276. I didn’t feel the agent was hugely excited about finding my holiday however.
Traveller’s World
34 Catherine Street
The store’s interior was clean and tidy, and after only half a minute of waiting I was invited to a desk by a smartly dressed and friendly agent. The consultant appeared very knowledgeable as they discussed the pros and cons for holidays in different areas of the island. After enquiring about my requirements and flicking through a brochure, the agent said they would pull a few quotes together and email me the following day; however, this was not followed up. I felt that the consultant could have spent more time with me in the shop to chat about options and I felt they should have explained why they were unable to suggest anything.
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.
