WANTED
Two friends in their 30s would like a trip in 2020 to see some of the US national parks, such as Yellowstone and Grand Teton. They want to see wildlife, scenery and take part in some activities, especially horse-riding. They are seeking advice about flights, accommodation, touring options and visas, and also about good times of the year to visit. BUDGET: £6,000
THE VERDICT
The Tui agent came up with a holiday that ticked most of the boxes for the mystery shopper, and impressed with her service, although the trip was a little overbudget. The shopper was less impressed with the experience in Millington Travel as the agent was less enthusiastic. Both agents produced only one quotation and missed opportunities to offer more choice to the shopper.
TUI 31 GOLD STREET
IMPRESSIONS: The shop was clean and tidy throughout, with staff dressed in corporate uniform. The brochure and window displays were good.
WINNING AGENT
TRAVEL ADVISOR Eileen beasley
The request was a bit unusual but I do like to do the research for a holiday
like that. I am a big fan of Titan because of their service and good feedback for escorted tours. We have comprehensive training from Tui, and Titan also sends a rep to offer training.
SCORING SYSTEM
10% Appearance/first impressions 25% Customer service 25% Advice and product knowledge 25% Holiday details 15% Overall experience
SERVICE: I was acknowledged immediately and waited a couple of minutes until an agent was free to deal with me, as the shop was fairly busy when I arrived. I outlined my request and the friendly agent researched options on her computer. No extras were mentioned and only one quotation was given to me within my budget. The agency did not have a brochure featuring the holiday, which I would have liked. I did receive a follow-up call three days later, when the branch manager rang me about my enquiry.
QUOTES: I was given one quote, which was for an escorted tour of US national parks with Titan Travel, departing from Heathrow with British Airways in May 2020. We would travel from Colorado through the landscapes of Arizona, Utah, Wyoming and South Dakota. The itinerary covered eight national parks, including Yellowstone, Grand Teton, Arches and the Grand Canyon. The 16-night holiday included 14 excursions and visits, such as tours of Denver and Salt Lake City, and trips to see to Crazy Horse Memorial, Mount Rushmore National Memorial and Devils Tower National Monument. The return flight would be from Phoenix to Heathrow. I was told the coaches in the US had Wi-Fi, and there would be a VIP door-to-door service in the UK. The trip would cost £6,198 and met nearly all of my criteria.
OVERALL: This was a good service. The agent was enthusiastic about the trip and gave me her undivided attention. I would have booked it had it been a genuine enquiry.
78% 44 17 OCTOBER 2019
travelweekly.co.uk
THIS WEEK’S WINNER
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