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This week our secret shopper was in Norwich to book a five-night break for two in Las Vegas. How did the sellers do?
The mystery shopper visited two travel agencies in Norwich, Norfolk, and requested a five-night break for two people in Las Vegas, with a budget of £3,000.
They then made two Google.co.uk searches using the term ‘Las Vegas five-night break’.
2nd: British Airways
3rd: Thomas Cook
4th: Virgin Holidays
Premier Travel
15 Bedford Street
Mystery Shopper said: When I entered I was greeted immediately and taken to a desk to look at options. The consultant was very professional and enthusiastic, and made me feel welcome. I was asked about hotels and what we would like to do. The consultant looked at some trips before pricing the holiday to ensure everything came within budget. They had been to Las Vegas and gave personal recommendations. The consultant found several options within budge that were in good locations. All aspects were explained and I was given descriptions of the tours available for visiting the sights. I was offered a Travel 2 package for £2,067 staying at the Hard Rock Hotel with a Grand Canyon excursion. I was asked when I was looking to book and advised they could hold the flights without any commitment. I was really excited about the holiday as the consultant was enthusiastic about the trip and very knowledgeable.
Antonella Medgett
Deputy manager
Premier Travel
How long in travel?
I was with KLM in 2001, but joined Travel Centre in 2002 and we have since become Premier Travel.
Do you sell lots of Las Vegas?
Yes, and I’ve been there a lot and love the Grand Canyon – plus in our office we are US and Canada specialists.
What is selling well now?
We’re doing plenty of weddings abroad, from Cyprus to Barbados.
Best-ever booking?
A Somak holiday to Kenya and Tanzania for a family of four that came in at £23,000.
Where are you going on holiday?
I’ve already been to Kuala Lumpur and Thailand this year, but I’m off to Italy to see my family.
What’s on your bucket list?
The Galapagos – I’m all about the wildlife!
British Airways
The website was easy to navigate – it showed hotel information and gave details about Las Vegas. When I phoned I got straight through to a professional and efficient consultant. They established my requirements and found several options within budget. I was told they could offer excursions in resort too. The consultant gave details of the flights and timings, and explained about the different room types. I was offered a package staying at New York New York for £2,198. They said flight prices and availability could change. An email was sent straight after the phone call outlining the quote and information about a small discount if booked that day, although I did have to ask for this to be sent.
Thomas Cook
14 London Street
When I entered the store, I was greeted straight away. The consultants were well presented and the branch was clean and tidy. The consultant asked lots of questions at the beginning of the consultation. Only one operator was checked and they didn’t offer to look at any others. I was given a printout of available excursions, but these weren’t explained in detail. The holiday found, staying at Luxor for £2,226, was within budget and matched our requirements. I was told about deposits for booking and that availability could change. I didn’t feel enthused to book as there were no recommendations from the consultant and they didn’t seem very enthusiastic about the booking.
Virgin Holidays
The website was attractive, and easy to use and navigate. When I phoned the consultant asked my requirements and budget. They were enthusiastic, but didn’t seem very knowledgeable about the destination. I was advised they could book excursions but no further information was given. They gave me details of three hotels, all within budget, but I wasn’t told about the pros and cons of each one. They suggested a package staying at the Monte Carlo for £2,239. The consultant asked if I was looking to book and mentioned that prices could change and nothing could be held. They were positive and upbeat but didn’t give me confidence in the holiday. They said they would email straight after the call but I did not receive anything.
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.
