WANTED An eco-conscious couple in their 20s are looking for an escorted rail


touring holiday in southern Europe. They would be interested in Spain or Portugal, but are happy to look at options along the Mediterranean coast. They’re flexible about dates and would prefer to travel by rail, or possibly coach, as this would be more environmentally-friendly than flying. They just want to kick back and relax.


BUDGET: £3,400 THE VERDICT


The mystery shopper was disappointed not to be given much information during the shops visits, but the agents did more research on the requests afterwards. Hays Travel and Thomas Cook suggested interesting tours that matched the budget, with Hays’ quotations offering lots of detail. Although Tui couldn’t quote for an escorted rail tour, the agency was able to produce options by coach, albeit well below budget.


WINNING AGENT


TRAVEL CONSULTANT sarah plummer


It was an unusual request. We don’t get much demand for rail tours, but


we do get some for escorted tours and tailor-made holidays. Many people are doing coach tours or river cruises because they don’t want to fly. I’ve been in travel for 23 years, and with Hays for 18.


SCORING SYSTEM


10% Appearance/first impressions 25% Customer service 25% Advice and product knowledge 25% Holiday details 15% Overall experience


OVERALL: I would have preferred more information during my visit, although the quotations did contain more detail.


72% 52 19 SEPTEMBER 2019 travelweekly.co.uk


hays travel 79 FOREST WALK


IMPRESSIONS: The shop was clean but nothing on the displays drew my attention. The staff were well presented.


SERVICE: I was greeted and served immediately by a friendly and enthusiastic agent. She asked some questions, but I got the impression that she did not know much about this type of holiday. The agent asked for assistance from the store manager a couple of times but otherwise gave me her undivided attention. She offered to arrange rail travel to St Pancras station in London for the start of the holiday and to organise an overnight hotel if I wanted one. She said they would research the holidays available and send over quotations by email after my visit.


QUOTES: Both options were with Rail Discoveries in September, departing from St Pancras. The first was for nine nights, visiting destinations in Tuscany and Umbria such as Florence, Siena and Montepulciano, for £3,190. The second was £2,390 for a seven-night Catalonia and Little Trains of the Pyrenees tour, travelling by Eurostar to Paris, then on to Girona, the Pyrenees, Nuria Valley, Collioure and Figueres. A third tour was mentioned, for the Italian Riviera via Eurostar and TGV, for £2,590.


THIS WEEK’S WINNER


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