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This week our secret shopper was in Harrogate with £7,000 to spend on a week’s wildlife holiday in Rwanda for two. Who impressed the best?
The mystery shopper visited two travel agencies in Harrogate and requested a week’s holiday to Rwanda for a pair of friends in November 2017, with a budget of £7,000.
They then made two Google.co.uk searches using the term ‘Rwanda wildlife holiday’.
2nd: Abercrombie & Kent
3rd: Exodus
4th: Number One Travel
Michael Langford Travel Services
20 Bower Road
Mystery Shopper said: The store had an attractive window display with comfortable furniture inside. I was greeted by a smartly dressed consultant who asked how they could help me. After telling them about my requirements the agent suggested Somak’s five-night Gorillas In The Wild tour. Having spoken to the operator, the agent discovered the trip only included three nights in Rwanda so instead suggested the Chimps & Gorillas itinerary, which included five nights there. When discussing prices I was told that the tour cost £8,504, including Heathrow flights, which was over budget. The consultant asked Somak why the brochure quoted less and they were told that the price of the permits to see the gorillas had doubled to £1,300pp since printing. The agent wrote the details down and said they would call around to see if they could find me a holiday within budget. They also called two days later to ask if I’d had a chance to discuss the quote with my friend.
Clare Marks
Manager
Michael Langford Travel Services
How long in travel?
I’ve been working in travel for 24 years and my latest stretch here at Michael Langford has been 10 years.
How often do you sell Rwanda?
Not very – actually this was only my second enquiry.
Tips for selling it?
Book it in advance and recommend clients add it to a stay in Kenya.
What’s hot right now?
Apart from Europe and package holidays, I would say Australia and America.
Bucket list destination?
I would love to go to Canada as I haven’t been there and would love to see it.
If you weren’t in travel?
I would most likely open dog or cat kennels as I love animals.
Abercrombie & Kent
The website looked professional, attractive and inspiring. The telephone number was highlighted in orange making it easy to locate. After phoning an agent and informing them about my holiday requirements they suggested the eight-night Classic Rwanda tour priced from £8,500pp. They explained that it was this expensive because the tour incorporates two visits to the gorillas. I was also told that they could do a three-night tour from £10,000 in total and discussed it in detail. The agent recommended I try booking with an alternative operator should I want a holiday within budget. I was impressed with their friendly and honest approach.
Exodus
The website featured a live chat facility, maps of Rwanda and a help number at the top of the screen. I phoned an agent who told me they offered two trips incorporating wildlife and gorillas, one for 17 days and another for 10 days, which was the shortest. They asked me how long I wanted to go there for and said they would need to check availability. The agent said the trip would cost £7,698 with Heathrow flights departing November 11. The agent took my details and said they would send a quote by email but I was disappointed as this never came through. Overall, I felt the consultant found the best possible product and I would recommend them on account of the good customer service.
Number One Travel
2 Tower St
The shop’s window display was attractive and interesting; however, inside I noticed that the desks seemed a little cluttered and felt they could have been presented better. A smartly dressed agent greeted me and asked how they could help. They showed me a brochure and asked if I was keen to go trekking with the gorillas. The consultant then called an operator to make enquiries but did not tell me the name of the supplier. I was told they could do six nights for £10,000. I felt disappointed because it was the supplier asking the questions and I felt this should have been done by the agent. I was told the operator would email the agent a quote and my details were taken. The consultant said they would look for deals and contact me.
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.
