WANTED
A couple in their 30s would like to escape the British weather with a holiday in the Bahamas. They have heard the destination was hit by hurricane Dorian in September, so want reassurance that it’s OK to visit. They want advice about where’s the best place for a
relaxing, fun time with an excursion or two, and are looking for a trip of one week to 10 days on a half-board or all-inclusive basis. BUDGET: £3,800
THE VERDICT
All three agents offered options that matched the shopper’s needs and budget, but STA Travel and Thornton’s Travel stood out, thanks to their levels of service and determination to find suitable holidays. The STA agent edged it with her infectious enthusiasm. The enthusiasm of the Flight Centre agent seemed to fade and the shopper had to press for a quote that fitted the brief.
WINNING AGENT
TRAVEL EXPERT pippa day
The Bahamas is an unusual request, as we are tailor-made experts. But
we know how to find the best flights and accommodation, and focus on getting the best deals. I haven’t been there, but we share information on destinations and get lots of updates from suppliers.
SCORING SYSTEM
10% Appearance/first impressions 25% Customer service 25% Advice and product knowledge 25% Holiday details 15% Overall experience
STA travel 43 QUEENS ROAD
IMPRESSIONS: The shop was in an impressive building with clear branding and eye-catching window posters. An A-board sign encouraged passers-by to enter. Staff were dressed in a smart-casual manner, which suited the agency. However, the open-plan layout and shared tables meant I was distracted by other conversations.
SERVICE: I spoke to an agent immediately and we discussed my requirements and what was available for my budget. The agent was confident about the best time of year to travel to get the best value for money and good weather. She listened closely and persevered for a long time to find options within the budget.
QUOTES: I was given quotes for two seven-night, all-inclusive holidays with STA Travel in March 2020, flying from Heathrow to Nassau with Virgin Atlantic and Delta. We would fly out via New York and return via Boston. The first was for the adult-only Warwick Paradise Island for £3,906. The second hotel option was Lighthouse Pointe, for £3,569, which the agent recommended because of its spa.
OVERALL: The agent was enthusiastic and engaged throughout, and genuinely wanted to find the best options. Her excitement was infectious and her confidence in her service assured me.
85% 48 19 DECEMBER 2019
travelweekly.co.uk
THIS WEEK’S WINNER
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