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This week our secret shopper was in Cambridge looking for a fortnight in Central America for an active young couple. How did the sellers do?
The mystery shopper visited two travel agencies in Cambridge and requested a two-week trip to Central America for a young couple, incorporating plenty of exploration and authentic experiences, with a budget of £6,000.
They then made two Google.co.uk searches using the term ‘authentic Central American holiday’.
2nd: Explore
3rd: On The Go Tours
4th: Premier Travel
Trailfinders
54 Sidney Street
Mystery Shopper said: The shop front was enticing and well presented and the store looked modern, with brochures on display. The interior was clean and uncluttered, and a world map covered one wall. The consultant offered me a choice of independent travel, small or large group tours, suggesting Costa Rica for its wide variety. After giving various options, the consultant explained that the G Adventures tour could be adapted to my needs, and included options to live with local families. I was offered upgraded options, such as four-star hotels, and the chance to alter elements of the tour. The package was £3,494 and included flights with British Airways. I was encouraged to book, and informed the price could change. I was given contact information and an itinerary, and received a follow-up call the next week. I felt the consultant had given the trip real thought, and felt valued as a customer and excited about my trip.
Tomos Cross
Travel consultant
Trailfinders, Cambridge
How long in travel?
Almost two years
Do you sell Costa Rica often?
We do. It’s such a fantastic destination with so many options – it sells itself.
What are your tips for selling responsible breaks?
Do your homework about the best tour operators to recommend, and know how they work with the local community.
What’s selling well now?
Everywhere! South-east Asia, Australia, New Zealand and the US to name a few.
What’s been your defining travel moment?
I don’t have just one, but it’s great working with customers and knowing they appreciate your work.
Where’s on the bucket list?
Japan. My wife and I would love to go!
Explore
The website was clearly laid out with identifiable sections to suit all tastes, and the contact details were easy to find. The consultant immediately made a suggestion as their friend had booked a similar trip through the company. They asked questions to determine my needs, and suggested a trip exploring five countries, with the chance to interact with local people. The trip was within budget at £4,930. I was sent the trip details immediately and offered extras such as airport parking. The site delivered similar results, including a price and an itinerary, though there weren’t many other options. The consultant advised spaces were limited and to book quickly. They were positive and knowledgeable and I felt excited about the trip.
On The Go Tours
The tagline on Google mentioned Central America, and I felt the site could offer a trip that met my needs. The site included lots of images that brought the destinations to life. The consultant immediately referred me to the website, which they said had all the information required. There was no attempt to support me over the phone or to seal the deal, which detracted from my experience. The site was easy to use, and the list of suitable options came within seconds of my search, allowing me to narrow the results to my requirements. I found the 14-day Costa Rica Calling trip for £2,385. The site included a 10% discount for the holiday.
Premier Travel
29 Sidney Street
The storefront was bright and welcoming, promoting a variety of holidays in the windows. The interior was also well presented. I was greeted by a smiling, smartly dressed consultant. I gave my requirements, mentioning I wasn’t sure where would best accommodate my needs. The consultant handed me a brochure for Veloso Tours in Latin America and suggested I get back in touch once I knew where I wanted to go. They also gave me their business card, and advised that I could get in touch by phone, email or by coming into the store. There was no offer to help me reach a decision about my holiday. Although the consultant was friendly, I didn’t feel my custom was valued.
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.
