WANTED
A couple in their 40s are looking for a relaxing break in Greece, away from crowds and not in the school holidays.
They want to experience some local culture and are looking for a spa and sports facilities at their hotel. They would like to know about flight times and airlines, and about
activities and attractions in the local area. BUDGET: £2,500
THE VERDICT
The winning agent was knowledgeable and managed to enthuse the mystery shopper with the choices offered, which closely matched the brief. The Thames Valley Travel agent also offered suitable holidays – although one was way overbudget – but didn’t chase the booking. The Kuoni agent found two lovely properties but neither had the facilities the shopper was looking for.
Tui HOLIDAY STORE 16-18 QUEEN VICTORIA STREET
IMPRESSIONS: The shop was clean with neat window and brochure displays. The staff were smartly dressed.
WINNING AGENT
TRAVEL ADVISOR SOPHIE VOKES
Greece is popular, especially Crete, and people do ask for our brands – Sensimar and Magic Life. I’ve just returned from Halkidiki – my first holiday to Greece. We have training about destinations and products, and my nickname is ‘the sponge’, as I absorb everything.
SCORING SYSTEM
10% Appearance/first impressions 25% Customer service 25% Advice and product knowledge 25% Holiday details 15% Overall experience
SERVICE: I was not acknowledged when I arrived because all the agents were busy, and I had to wait 22 minutes until one was free. The agent offered plenty of options and recommended Kos, advising me about the best hotels, their facilities, food and activities, and the island’s culture. We talked about bus routes to Kos Town and other towns. I was given a number to call if I had any questions. The recommendations were excellent and matched my requirements, although no extras were offered. The agent was attentive and enthusiastic – I felt as though she really wanted to find me the best holiday. She contacted me a couple of days later to follow up the enquiry.
QUOTES: I was offered two seven-night Tui holidays in September, flying from Gatwick to Kos. The first was staying at the Tui Sensimar Oceanis Beach & Spa Resort for £2,596. The other option was for £2,290 at the Tui Magic Life Marmari Palace By Atlantica.
OVERALL: The initial delay was offset by very good service. The agent was keen to provide detailed information and images about hotels and resorts – and the quotes matched the brief very well.
82% 44 11 JULY 2019
travelweekly.co.uk
THIS WEEK’S WINNER
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