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 Welwyn Garden City to book a week on Italy’s Amalfi Coast for a couple. How did the sellers fare?
This week the mystery shopper visited two travel agencies in Welwyn Garden City, Hertfordshire, and requested a seven-night stay on Italy’s Amalfi Coast for a couple in May 2018 with a budget of £4,500.
They then made two Google.co.uk searches using the term ‘Amalfi Coast holiday’.
2nd: Citalia
3rd: Kuoni
4th: Tui
Off Broadway Travel
18-20 Prospect Place
Mystery Shopper said: On entering the store, I was greeted by a friendly and smartly dressed agent who took notes on my preferred dates, hotels and budget. The agent priced up a holiday but it came back over budget; however, they said they might be able to get a lower price and that they would try other suppliers and give me a call. The agent kept me informed at each step. They sent across links to more hotels and nearly all were within budget. One in particular – a seven-night stay at the Grand Hotel Capodimonte with Stansted flights from £3,330 – met my requirements. I chose Off Broadway Travel as the winner because the consultant was charming, down to earth and I felt as though they were acting as my own personal travel agent. They spoke with passion and first-hand experience and they seemed genuinely interested in finding me the perfect holiday.
Natalie Bennett,
personal travel specialist,
Off Broadway Travel
How long in travel?
I’ve been in travel and with Off Broadway for 17 years. I started as a Saturday girl, aged 15.
How often do you sell the Amalfi Coast?
It’s quite popular with us. It’s only a short flight and there is a lot for clients to see and do.
Tips for selling it?
Ask them what kind of hotel they would like to stay in as there are a wide range of properties available – from those with a classic Italian feel to more modern hotels.
What’s hot right now?
America is selling well, and so is the Indian Ocean. Tailor-made trips to Canada are performing strongly too.
Biggest booking?
A Regent Seven Seas Galapagos cruise.
Bucket list destination?
I’ve always wanted to visit Namibia – I can’t really explain but I just need to get there.
Citalia
The website had colourful photos and search bars that allowed users to build their ideal holiday with ease. When I phoned, I was impressed with the agent who answered. They confidently talked me through different towns and areas before making recommendations that I felt suited me well. They subtly gauged my budget and suggested hotels based on their personal experiences or those that were popular with clients. The consultant took my details and promised to email me the final quote that we settled on – a stay at the Hotel Marincanto with Stansted flights from £3,325. Citalia was a very close second as the consultant’s first-hand knowledge of the region really came across during the conversation. I would definitely use them again and would happily recommend them to others.
Kuoni
John Lewis, Park House, Bridge Rd
The store looked luxurious and was tidy, which created a positive first impression. I was greeted by an enthusiastic agent, and after ascertaining my needs, it became clear that they knew the Amalfi Coast and had personal experience of various properties there. The agent went through many of the options available, sharing details about how they differed from one another. They offered to email me a quote for the hotel we settled on: a seven-night stay at the Grand Hotel La Favorita with Stansted flights from £3,301. Although the consultant didn’t try to close the sale, they did inform me that the price could change. In the end I felt that I had found a nice hotel in a good location.
Tui
The website came high in the search results and even had a small paragraph dedicated to the Amalfi Coast. It was easy to use, although it was hard to locate the company’s contact details as they were further down the page. I telephoned a consultant, who took my details and listed a few hotels that were popular in the region. They didn’t give me a great deal of information on the local area, concentrating more on suitable dates. When I settled on a stay at the Hotel Miramalfi with Luton flights from £2,200, they explained what was included in terms of luggage allowance and dining. I felt that there was not much of an attempt to seal the deal. The agent did give me their number and told me to call them direct.
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.
