Location: Solihull, West Midlands
Shopping for: A holiday in Goa for two women and two young children
The agencies
Travelbag
26 Drury Lane, Solihull
Score: 25%
A member of staff saw me enter the shop, noticed the reception desk was unmanned and got up to help. She asked where we wanted to go.
She said she didn’t know much about Goa. I asked if they sold holidays to Goa and she said yes and gave me a brochure.
I said my sister had heard Goa was unsafe and asked if she could find out more. She told me to look at the Foreign Office website, handed me a Far East brochure and said it contained the information I needed. She then went back to her desk.
The agent was very unfriendly and failed to make eye contact, either looking at the brochure or over my head. The staff did not wear name badges.
Thomas Cook
182 Stratford Road, Solihull
Score: 40%
I was greeted on entering the agency and a consultant asked how she could be of assistance. I told her my family was considering a holiday in Goa and was met with a puzzled look.
I told her we had heard Goa was unsafe and asked if she had any details. She turned to her colleague who said there was nowhere to get such information and that it was perfectly safe. After asking again, her colleague suggested we try the Indian embassy website.
I asked for a brochure and the agent gave me a copy of the Thomas Cook Tropical Shores. She told me the brochure would explain everything and once I had looked at it, if I had any questions, I could come back and ask.
Thomson
55 High Street, Solihull
Score: 55%
I was greeted by a consultant on entering the shop who listened as I explained that I wanted a holiday in Goa for my sister, her children and myself. She picked up a brochure and opened it at the relevant section.
I told her my sister had heard Goa was unsafe, and asked how we could find out more about this. She told me the best place to look was the Foreign Office website, but that anyone in the shop would talk me through issues such as health and safety and visas when we booked.
I was given a copy of the Thomson Destinations Faraway Shores brochure to take away with me. She didn’t advise me of the cost of such a holiday and no attempt to close a sale was made, nor did she take my details.
I didn’t find the agent particularly helpful.
The winner
Midlands Co-op Travel
82 High Street, Solihull
Score: 82%
On entering the shop, I was greeted by a consultant who asked how she could help. I explained I wanted to go on holiday to Goa with my sister and her children.
She then carefully questioned me and suggested I consider going during the winter as it would probably be too hot the rest of the year.
She found a holiday on the computer system and printed out the details for me to take away. She also gave me a copy of the Thomas Cook Tropical Shores brochure.
I was advised that we would need to go to the Indian High Commission for visas, and that they would also give further information and advice.
She also suggested I look at the Foreign Office website. Although she didn’t attempt to close a sale, the agent did take my email address.
This was a friendly, knowledgeable member of staff.
This week Mystery Shopper was seeking a suitable holiday in Goa for her and her sister, and her sister’s two young children.
Given the number of recent incidents, Mystery Shopper also wanted to know how safe it was and the best time of year to visit.
Although no attempt was made to make a sale, one of the four agents was thorough, knowledgeable and helpful. Unfortunately, the other three were happy to pass up the chance of a sale through poor product knowledge, poor service and poor manners.
Prize
Congratulations, Midlands Co-op Travel, Solihull. One of your agents will be staying at Windjammer Landing, St Lucia, courtesy of Elite Island Resorts, after coming top in this week’s Mystery Shopper.
Windjammer Landing Villa Beach Resort, St Lucia, offers an exotic Caribbean location. This tropical resort offers private luxury accommodation and spacious villa living.
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 best time to visit Goa is between November and February. The monsoon season is from June to September, and the months of April and May can be intensely humid.
Tip 2: The Foreign Office advises tourists to avoid walking alone in isolated spots, especially after dark.
Tip 3: Somak Holidays launched a range of special offers to Goa this month, including room upgrades and free nights at four and five-star hotels. Travel agents can market these offers for travel between October 2008 and April 2009.
To stay safe in Goa, female travellers are advised not to dress provocatively or sunbathe topless. Tourists are advised not take valuables on the beach.Tip 5: When driving, tourists should carry an international driving licence, insurance and vehicle documents as some holidaymakers have reported cases of police harassment.
Mystery Shopper scoring system
- 60% Advice and product knowledge
- 12% Customer service
- 8% External/internal appearance
- 7% Welcome
- 7% Farewell
- 6% Staff presentation