WANTED
A retired widow would like to book a relaxing holiday in Malta, to enjoy some guaranteed sunshine in the company of like-minded people. She has travelled by herself before and likes to have other mature British holidaymakers in the same hotel and/or resort. She can travel at any time to get a better price. Local flight departures would be preferable to avoid travelling too far to a UK airport. BUDGET: £1,200
THE VERDICT
The Thomas Cook agent offered a suitable option in Malta, alongside an ideal alternative in Majorca – and was ably assisted by a colleague who had visited the destination. Hays Travel also performed well, offering advice and quotes that matched the shopper’s criteria. The Tui agent was helpful and keen to please, offering good-value alternatives, but did not attempt to look for a holiday to Malta.
WINNING AGENT
SALES CONSULTANT Theresa partridge
We have had quite a few enquiries for Malta since flights with Ryanair
started from Exeter. A colleague also went on an educational with Thomas Cook and she talked to us about what there is to do in Malta, the hotels and the coastline, and who it would be suitable for.
SCORING SYSTEM
10% Appearance/first impressions 25% Customer service 25% Advice and product knowledge 25% Holiday details 15% Overall experience
thomas cook 7 HIGH STREET
IMPRESSIONS: The shop was clean and neat, with well-displayed brochures and staff in uniforms.
SERVICE: When I arrived, one agent was dealing with a customer and the other was on the telephone. I waited less than five minutes to be helped by a third member of staff who entered the shop. She was friendly, enthusiastic and patient, and gave me a lot of choices. I was asked if I wanted to book, but didn’t feel pressurised. The agent offered to ring the next day to follow up the enquiry. She had good knowledge and spoke to a colleague who had visited one of the resorts that they were talking about.
QUOTES: The first quote was an 11-night holiday with Sunspot Tours, flying from Exeter to Malta with Ryanair in June and staying at Preluna Hotel in Sliema, for £982. The second was a seven-night Thomas Cook package in June, flying from Exeter with Flybe to Majorca to stay at Cook’s own-brand Sentido Tucan hotel, Cala d’Or, for £807. The agent felt the flight times were similar to the Malta holiday and the destination offered a reasonable alternative to the first quote.
OVERALL: The hotels looked attractive, and the alternative holiday suggested in Majorca was an ideal substitute if the shopper wanted something cheaper.
89% 44 20 JUNE 2019
travelweekly.co.uk
THIS WEEK’S WINNER
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