WANTED A mature couple celebrating a landmark wedding anniversary
would like a week-long cruise in the Mediterranean or somewhere else warm within a short-haul flying distance. They would like a ship that offers entertainment, fine dining, spa facilities and a touch of indulgence. They’re flexible about dates and are happy to either fly or cruise from the UK. BUDGET: £5,000
THE VERDICT
Both Tui and The Travel Village agents performed very well with enthusiastic, helpful service that generated cruises the customer liked. Tui’s agent edged it with her attention to detail and extras. Even though Tui’s offer was well below budget, the shopper preferred the cruises. The Hays Travel agent would have scored higher if they had asked more about the budget as there was room for extras or upgrades.
WINNING AGENT
TRAVEL ADVISOR wendi irving
I have never been on a Marella cruise myself, but we do sell a lot of
them as they are very popular. They are good value. With every customer, I look to offer upgrades and extras to make sure the holiday is right for them.
tui 9 BIRLEY STREET
IMPRESSION: The store was tidy with smart staff and a wide range of up-to-date displays.
SERVICE: I was greeted immediately with a smile and dealt with straight away. She asked about dates, what I was celebrating, our budget, flights, itineraries, cabins, insurance and aircraft seating options. I was given lots of choice and was encouraged to book with a discount available only on that day. The agent was polite and knowledgeable, using brochures and her computer efficiently, and made the holiday booking process fun.
QUOTES: Both were seven-night cruises with Tui, flying from Manchester, and both included a £100 discount for that day only, plus insurance. The Island Discovery cruise departed in June to Naples on Marella Discovery 2, visiting places such as Malta, Sicily, Sardinia and Corsica. It cost £3,661. The Adriatic Affair cruise in July on Marella Celebration visited places such as Dubrovnik, Hvar and Venice. It cost £3,912. Both were in a premium all-inclusive deluxe balcony cabin, with pre-booked seats on the aircraft.
SCORING SYSTEM
10% Appearance/first impressions 25% Customer service 25% Advice and product knowledge 25% Holiday details 15% Overall experience
OVERALL: The agent gave me her full attention and was totally enthusiastic about getting a holiday to match my needs and secure my business that day. I was particularly impressed by the Discovery 2 cruise and the premium service package.
84% 56 16 JANUARY 2020
travelweekly.co.uk
THIS WEEK’S WINNER
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