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This week our undercover shopper was in Trowbridge to book a couple of weeks’ adventure break in Borneo. How did the sellers fare?
This week the mystery shopper visited two travel agencies in Trowbridge, Wiltshire and requested a 10 to 14-night small group adventure holiday to Borneo for two friends in their 30s with a budget of £6,500.
They then made two Google.co.uk searches using the term ‘Borneo small group adventure holiday’.
2nd: G Adventures
3rd: On The Go Tours
4th: Thomas Cook
Howard Travel
12-13 Church Walk
Mystery Shopper said: The agency had bright and attractive window displays, and upon entering, I was greeted by a polite agent. I explained what I was looking for and the agent asked several questions in response. They selected two brochures and made recommendations for beaches there; however, they explained that they would not be able to get a quote together in-store but would email me one the following day. One of the brochures had a suitable tour highlighted – G Adventures’ 12-day Highlights of Sabah & Mt Kinabalu, which came in under budget at £5,046 with Heathrow flights and the chance to see the orangutans included. I thought this was perfect as it had all the elements I was looking for. As promised the consultant emailed me the itinerary the next day and I felt that they were genuinely interested in finding me a suitable holiday. The agent made a big effort to match what I wanted exactly.
Hannah Rygor,
travel consultant,
Howard Travel
How long in travel?
I’m new to the industry; I’ve only been working in travel and with Howard Travel for six months.
How often do you sell Borneo?
This was my first experience of selling Borneo, but my mum had visited the destination before, so I felt confident selling it.
What are your top tips for selling it?
Borneo is a diverse place so it’s important to note what the client wants to do.
What’s hot right now?
I have had a lot of enquiries for Canada and Vietnam.
What’s on your bucket list?
New Zealand is top of my list as I want to see the country’s natural beauty from the comfort of my own camper van. I’m also hoping to get to Vietnam in the next 12 months.
If you weren’t in travel?
That’s hard to say; something not completely out of the industry. I would love to be a travel writer.
G Adventures
The website appeared on the first page of the search results and looked attractive and professional. I telephoned an enthusiastic consultant using the number provided and enquired about holidays to Borneo. The agent quickly found a package that matched my requirements including all the things I wanted to do when I was there – an 11-day itinerary with Heathrow flights, transfers and car hire included from £6,596. Although it was slightly over budget I felt confident they had found me a well-matched holiday. The agent explained that they could hold the trip for 48 hours without payment and gave me their contact details for when I decided to book. The consultant was engaging, friendly and seemed genuinely interested in helping me.
On The Go Tours
I liked the presentation of the website, including the information and the pictures that were displayed. It was helpful that the telephone number was at the top of the page too. The consultant whom I contacted was very informative regarding the tours they had on offer and what they involved. However, they weren’t able to offer me a holiday that was part of a small group as they explained they only did private tours, although part of the trip could involve a small group. The consultant said they would email me an itinerary for the tour, which they did promptly – a 15-day tailor-made package from £5,590. The agent then contacted me to encourage a booking.
Thomas Cook
21 Fore Street
The store was clean and tidy and when I entered a smiling consultant approached me and asked how they could help. They went through several brochures and found a few holidays that matched what I was looking for. When I asked for prices, the agent explained that they were the same as in the brochure. I was recommended a 16-day itinerary with Wendy Wu Tours, including Heathrow flights for £7,980. Unfortunately the holiday was over budget and I felt that the consultant did not fully explain the benefits of the added cost. The agent did not press me to book, but they gave me the brochure and itinerary to take home.
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.
