WANTED A young couple want to go to the Indian Ocean for a
holiday, but are uncertain as to what would suit them best. They like the idea of Mauritius, the Maldives or the Seychelles, but are unsure which would be the best value. They would like to be in a lively resort that would suit younger
travellers. They need advice on the best time of year to go. BUDGET: £4,500
THE VERDICT
The Thomas Cook agent put a great deal of effort into his research and service, producing suitable quotes and advice. The shopper felt the Double S Travel agent could have been more enthusiastic. The experience in BM Travel Centre was below par, with the agent showing a lack of enthusiasm about the holiday.
THOMAS COOK 70 GEORGE STREET
IMPRESSION: The shop was clean and brightly lit, with smart staff, colourful posters and enticing offers.
WINNING AGENT
BRANCH MANAGER DANIEL WILSON
The Indian Ocean is quite an unusual request for our shop. I’ve not been
but I’ve heard about the destinations from other members of staff and customers, and I’ve learnt more through in-house training. Mauritius would have suited them because it has more activities.
SERVICE: I spoke to an agent immediately, who asked lots of open questions about my preferences with regard to accommodation and flights. The agent was focused on me and genuinely wanted to find the best holiday – suggesting ways of saving money and finding a direct flight each way. He knew a lot about the resorts and times to visit, and recommended Mauritius as the liveliest of the three destinations – although the other agents I visited said all three destinations were rather quiet. There was no attempt to close the sale and I was not offered any extras.
QUOTES: Both quotes were for 10-night, all-inclusive Thomas Cook holidays in Mauritius in September, flying from Heathrow with Air Mauritius. The first was for £4,383 at the Outrigger Beach Resort, which the agent said was the most popular five-star hotel the agency booked in Mauritius. The second was for a holiday at the Ambre hotel for £4,100. I was told this was another popular beachside property with great facilities.
SCORING SYSTEM
10% Appearance/first impressions 25% Customer service 25% Advice and product knowledge 25% Holiday details 15% Overall experience
OVERALL: The agent was helpful, enthusiastic and unhurried. He took the most time and care in finding a holiday to match the shopper’s needs.
84% 38 8 AUGUST 2019
travelweekly.co.uk
THIS WEEK’S WINNER
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