The mystery shopper visited two travel agencies in Port Talbot and requested a Malta break for a retired couple in May 2017, with a budget of £5,000.
They then made two Google.co.uk searches using the term ‘Malta holiday package’.
2 Forge Road
Mystery Shopper said: The store interior was warm and tidy. I was greeted and asked to take a seat as both consultants were dealing with customers. Once one was free I received enthusiastic service from the consultant, who had been to Malta and was able to recommend interesting tours. They asked all the right questions and found a few hotels with flights from my regional airport. They checked different companies looking for the best value and for added extras such as tours. The consultant found a perfect match with Sunspot: seven nights in a five-star hotel in Valletta with Bristol flights costing £1,940. This was well within my budget. They printed out a list of tours, with prices, and recommended highlights and ways to get around the islands. I was not asked for personal details but was given the consultant’s name and phone number and plenty of information to take away and discuss with my travel partner. I liked the consultant’s approach and trusted their knowledge.
How long in travel?
Around 15 years and seven years at Regal Travel.
Do you sell lots of Malta?
We did it but now that the Air Malta Cardiff flight has been pulled, I’m not sure how it will fare this summer.
What’s selling well?
We sell lots of cruise, especially ex-UK P&O cruises. Spain and Tenerife are doing well too.
What’s on your bucket list?
I’d love to do a Vietnam and Cambodia tour.
I’ve got a cheeky three-night Ibiza break booked for September.
What would you do if you weren’t in travel?
I always thought I’d love to be a stage manager at a big theatre.
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.