Location: Cramlington Northumberland
Shopping for: A trip to Israel for a retired couple
The agencies
Hays Travel
NE12, Unit 8, The Killingworth Centre, Cramlington
Score: 60%
I was acknowledged and offered assistance by an agent as soon as I entered the store.
I asked whether it was safe to visit Israel at the moment. She checked the Foreign and Commonwealth Office website, which advised against all travel to parts of Israel due to terrorist threats.
The agent said there were tourist areas in Israel away from the threatened areas, but generally it wasn’t a very encouraging picture.
She said she did not have any brochures for Israel anyway, but she did try to find me some information for when the situation looked a bit more promising.
The agent printed off some information about operator Israel Travel Service from gazetteers.com and gave me this to take away. She was pleasant and helpful.
Thomas Cook
Manor Walks Centre, Cramlington
Score: 62%
I browsed the brochure racks for a short while before an agent offered assistance.
I asked whether it was safe to visit Israel and the agent said she had not received any advice to say it wasn’t, and asked what sort of holiday I was interested in.
I explained and she brought me three brochures: Kuoni Worldwide, Thomas Cook Fully Escorted Tours, Cosmos Tourama – America, Canada, Europe and Worldwide.
However, she couldn’t see Israel in any of them; she had thought that some of the cruises and tours may have included Israel. She suggested another operator that might offer Israel and gave me some brochures to have a look through.
The consultant was pleasant, but more effort should have been made to check how safe it was to travel to Israel.
Thomson
Manor Walks Centre, Cramlington
Score: 63%
I was offered help as soon as I entered the shop. I asked the agent if it was safe to visit Israel. She said the situation fluctuated and she could check.
The consultant asked more questions about the type of holiday I was after. I said I’d like to know the best time to go. She looked at gazetteers.com and printed off information on Israel.
She tried to find a tour operator that offered the country. She mentioned Longwood Holidays, but said Thomson no longer dealt with the company. She checked
with her colleagues and rang another shop, but was unable to source an operator.
She said another agency, such as Trailfinders, might be able to help.
The agent was very pleasant and did her best to help.
The winner
The Co-operative Travel
25 Northumbria House, Manor Walks Centre, Cramlington
Score: 64%
All staff members were busy when I entered. After a while a consultant offered to help me.
I asked if it was safe to visit Israel at the moment, and she said that to her knowledge it was, but caution and vigilance were required.
She asked what sort of holiday I was looking for and she mentioned beach breaks in the resort of Eilat. I said I was hoping to take my retired parents to see the Holy Land. I asked when the best time to visit would be and she gave me some advice on this.
She said Longwood Holidays may offer suitable trips. She printed information from Longwood’s website for me to take away and highlighted suitable holidays. She gave me her card and encouraged me to get in touch if she could be of any more help.
The agent was friendly and I was pleased with the service.
Prize
Congratulations, The Co-operative Travel, Cramlington. One of your agents will be staying at Galley Bay Resort, Antigua, courtesy of Elite Island Resorts, after coming top in this week’s Mystery Shopper.
Galley Bay Resort is the perfect all-inclusive retreat for the discerning traveller. Its secluded setting on the tranquil west coast of Antigua enjoys 40 acres of tropical gardens between a bird sanctuary lagoon and a three-quarter mile beach. .
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: The Israel tourist office says it is safe to visit the country at the moment, while the Foreign and Commonwealth Office advises against all travel to Gaza and the West Bank, with the exception of Bethlehem, Ramallah and Jericho – although you should not travel to these areas at night. The FCO concludes there is a high risk of terrorism in Israel. For latest information, check fco.gov.uk or thinkisrael.com.
Tip 2: Israel has hot summers and mild, wet winters. The cooler months are between October and March. Avoid travel during Jewish holidays, such as Passover, when many shops shut.
Tip 3: Operators such as Longwood Holidays organise tailor-made holidays to Israel and these are popular with mature travellers.
Tip 4: Five airlines fly to Israel from the UK, including British Airways, Thomsonfly and BMI.
Tip 5: Jerusalem is full of religious sites and historical monuments, such as the Tower of David. Tel Aviv offers beaches and shopping and is also a UNESCO World Heritage Site.
Mystery Shopper scoring system
- 60% Advice and product knowledge
- 12% Customer service
- 8% External/internal appearance
- 7% Welcome
- 7% Farewell
- 6% Staff presentation