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ALL ABOUT YOU — MYSTERY SHOPPER


THIS WEEK’S WINNING AGENT


Rachel Holt travel adviser


Althams Travel 5 KIRKGATE


87%


“I have been with Althams for 20 years and I started in a youth opportunity role. I love the team I work with, which is important. It’s rare that someone comes in and asks for an eco-friendly holiday, but I was really impressed with the operators I went to for help and I’ve used them since.”


SCORINGSYSTEM 50%


Advice and product knowledge


25% 15%


10%


TIME OUT


Customer service


External/internal appearance


Overall experience


Any agency that keeps Mystery Shopper waiting for 15 minutes without acknowledgement will fail to score!


Thomas Cook 3 NORTHGATE


A friendly agent asked at once if I needed any assistance and we began discussing my request. The agent asked where I wanted to go and what animals I wanted to see, but didn’t ask for my budget. The agent admitted to not knowing much about South Africa; she said she knew more about Kenya,


34 • travelweekly.co.uk — 14 August 2014


but her branch wasn’t taking bookings for the country at that time due to Foreign Office advice. I was quoted £4,505 with Thomas Cook Signature to stay at the Shiduli Private Game Lodge in South Africa with flights. I would have liked to have been told how my trip would be eco-friendly.


An agent offered me assistance as soon as I walked into this neat and tidy agency. She was friendly and seemed genuinely happy to help with my enquiry. I was asked lots of open-ended questions to establish exactly what I needed. The agent knew exactly where to go to get information about a suitable holiday and she contacted operators to find out more for me. She followed up on her promise to email me with two quotes. The first was for £6,088 to stay at the Motswari Private Game Reserve and Notten’s Bush Camp, through African Pride. The price included flights with British Airways and South African Airways. The second quote was for £6,540 to stay at the Porini Camps in Kenya, through Somak


WINNER!


Holidays. The agent informed me some of the money from my booking would go back into the local community.


Wallace Arnold Travel 56-58 KIRKGATE


74%


This agent spent a lot of time listening to my requests and asked lots of questions to make sure all my wishes were catered for. I was told I would receive an email with a quote and recommendation, but I didn’t receive this at first. However, after chasing, I was eventually sent three


recommendations. The first was for £3,784 to stay at the Kwa Madwala Manyatta Rock Camp; the second was for £5,103 for the Shamwari Game Reserve; the third was for a safari tour. I was impressed by the options but would have liked the information a little sooner after my visit.


73%


MYSTERY SHOPPER


This Week: Wakefield, West Yorkshire Wanted: Sustainable accommodation on safari


A couple want to visit Africa in late October to go on safari for up to seven days. They are keen to stay in an environmentally friendly eco-lodge. Budget: £7,000. Verdict: The winning agent helped ensure the trip was sustainable.


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