Location: Hemel Hempstead, Hertfordshire
Shopping for: A trip to the US for a family with a fear of flying
The agencies
Flight Centre
53 Marlowes Centre, Hemel Hempstead
Score: 40%
As soon as I entered I was acknowledged by a consultant, who asked if she could help me.
I told her I was looking to book a family holiday to the US, but my mother and father in law did not want to fly. I asked her if there was any way we could get to the US via boat.
She immediately said that it was not really an option, but when pressed further, she said we could take a cruise from the UK to America and get off in New York for a week.
The consultant went to get a Cunard Voyages brochure and gave it to me. I thanked her and she wished me goodbye.
The agent was polite, but not particularly helpful. I had to really push to get any information at all. She could have done a lot more.
Thomas Cook
246 Marlowes Centre, Hemel Hempstead
Score: 42%
I entered the shop and was greeted by a consultant after 20 seconds.
I asked her if there was any way my family and I could get to the US via boat. She immediately said that the only way we could do so would be to take a cruise. She went to the brochure rack and handed me a Cunard Voyages brochure.
She did not make any effort to talk me through the options available. She did not ask me any questions about my holiday plans, nor did she discuss costs, upgrades or add-ons with me. I thanked her and she wished me goodbye.
The staff member was polite and friendly but she did not seem particularly interested in my enquiry.
First Choice
243 Marlowes Centre, Hemel Hempstead
Score: 60%
There were balloons and an A-board outside the store. The interior was clean, but there was a lot of paperwork on the desks. Three employees and three customers were in the store. After two minutes, an agent approached me to offer help.
I asked her if there was any way to go to US via boat. She said that it would be hard and would take a long time. She suggested a cruise to the Caribbean and the US from Southampton and then staying for a week before returning home.
She gave me a P&O Cruises brochure and opened it to the appropriate page. She showed me the cruise option and said I could take the brochure home.
She was helpful, friendly and seemed genuinely interested in my enquiry.
The winner
Thomson
7 Bridge Street, Hemel Hempstead
Score: 81%
I entered and was immediately offered assistance by a consultant. I explained I was looking for and she immediately suggested a cruise.
She went to pick up Cunard and Norwegian Cruise Line brochures, then talked me through the options. She assumed we wanted to go to Florida and told me she could arrange for coach transportation once we reached the US. She also talked about organising excursions.
She gave me a Jetsave brochure to take away. She also gave me a business card and told me to contact her if I had any questions. She thanked me, opened the door for me and wished me goodbye.
The agent was very helpful and friendly. I would definitely return to this store and recommend it to others.
Prize
Congratulations, Thomson, Hemel Hempstead. One of your agents will be staying at Caribe Cove, Orlando, Florida, courtesy of Elite Island Resorts, after coming top in this weekÕs Mystery Shopper.
Caribe Cove, Orlando’s newest all-villa resort, is situated amid a lush, wooded conservation preserve, minutes from Orlando’s world-class theme parks, attractions, golf, shopping and dining.
Every week for the next year the travel consultant who gets the highest Mystery Shopper score will win a seven-night stay for two people at an Elite Island Resorts property. Flights are not included.
Selling tips
Tip 1: Most cruises which leave from the UK to the US cover the East Coast and Canada. Clients who wish to cruise the West Coast usually have to fly to Los Angeles.
Tip 2: Travel by ship to the US is not a cheap option but it is cheaper than a business- class air fare and, due to the high price of a cruise, there is excellent commission to be made.
Tip 3: Cunard’s Queen Mary 2 sails from Southampton to New York every month from April to November. The journey takes six nights and the price includes all meals. cunard.co.uk
Tip 4: P&O offers a 24-night cruise from Southampton to the east coast of the US and Canada. US highlights include New York, Boston and Portland. pocruises.com
Tip 5: Fred Olsen offers a 20-day Cruise to the New World, which leaves from Dover and arrives in Canada. It continues to New York, Philadelphia, Boston and then returns to Dover.
Mystery Shopper scoring system
- 60% Advice and product knowledge
- 12% Customer service
- 8% External/internal appearance
- 7% Welcome
- 7% Farewell
- 6% Staff presentation