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WANTED


A family of five – mum, dad, and teenagers aged 13, 15, 17 – want a summer holiday in Spain, probably somewhere on the mainland coast or the Balearic Islands. They want activities for the teens and relaxation for the parents, such as spa or gym facilities and are interested in different board options, including all-inclusive, different flight times and want airports within easy reach. BUDGET: £5,000


THE VERDICT


The service and options offered by Tui impressed the mystery shopper, who would have booked if it had been a genuine enquiry. Thomas Cook offered good quotes, close to the budget, but would have scored higher with more effort to close the sale or chase up afterwards. The Co-op Travel agent didn’t offer as much information or advice, so the shopper would have been unlikely to book with this agency.


WINNING AGENT


TRAVEL ADVISOR gary cook


I’ve worked for Tui for almost 30 years – I was overseas for 21 years


as a rep and in resorts, and then in my home town here as an agent. We sell a lot of Spain and I know about all the resorts. I love being with customers and booking the right holiday for them.


SCORING SYSTEM


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


tui 2-3 ST NICHOLAS PASSAGE


IMPRESSIONS: The shop was clean and staff looked smart, and the displays had summer and family holiday brochures by the entrance.


SERVICE: The store was busy, but an agent immediately said he would be with me in a couple of minutes after he had completed his previous booking. I was given his undivided attention, as he showed me lots of options on his computer. He recommended different areas and transport options, highlighting how certain resorts were more family-friendly, while some hotels were more authentically Spanish. He offered insurance but did not mention airport hotels, parking, car hire or other extras. I was given a business card and quotes, and said I could secure the holiday that day with a £25 deposit per person.


QUOTES: Both quotes were seven-night all-inclusive First Choice holidays, flying from Luton with Ryanair. The first departed on July 29, offering SuneoClub Caribe in Es Cana, Ibiza, for £3,881. He said this was a good price for five people for a week in Spain during peak season. The second departed on July 30 to SuneoClub Villa Dorada in Salou, Costa Dorada, for £3,742. Both hotels had kids’ clubs and lots of activities.


OVERALL: The very friendly agent impressed with knowledge and enthusiasm to find ideal holidays.


93% 46 30 MAY 2019 travelweekly.co.uk


THIS WEEK’S WINNER


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