Location: Sutton Coldfield, West Midlands
Shopping for: Moscow on a budget for a group of young friends
The agencies
Going Places
52 The Parade, Sutton Coldfield
Score: 50%
I got a good impression of the agency from the outside, which was clean and in good order inside and was greeted as soon as I entered the shop.
I explained where we were thinking of going and the consultant said she knew nothing about Moscow, except what was in the brochure then gave me the Cresta Cities and Short Breaks brochure to take away.
I asked if it would be better for me to book it on the internet or through the agency, and I was told that it did not matter either way. I asked about prices and the agent said she made a phone call to find out.
The agent was not particularly knowledgeable or helpful.
Co-op Travel
82 The Parade, Sutton Coldfield
Score: 57%
When I entered the agency there was one currency exchange agent and two others, one of whom was serving a customer. I was greeted immediately and asked if I needed any help. I said I was interested in going to Moscow.
The agent took my details and entered them into the computer. They had run out of the brochure the agent was looking for, so she suggested I try Thomson. I was given the Inghams second-edition 2008 Short Breaks and Cosmos Tourama America, Canada Europe and Worldwide brochures instead.
The consultant did take my details but I was not asked what type of holiday I wanted, the costs weren’t explained and no sale was attempted.
Thomson
192 The Parade, Sutton Coldfield
Score: 61%
There was one customer being served by a consultant when I entered the agency and I looked at the racks for two minutes before being acknowledged, at which point I was told the agent would be with me shortly.
When she became available I said I was interested in going to Moscow. The agent told me that she knew nothing about Moscow, but looked on the internet to see what information was available.
She took my name and number and told me she would call me if she found out anything further. I was given the Thomson Cities and Short Breaks brochure to take away with me.
No sale was attempted, the agent was not very knowledgeable, but was helpful..
The winner
The Travel Shop
378 Birmingham Road, Sutton Coldfield
Score: 70%
When I entered the agency there were three agents on the shop floor; two were on the phone and one was serving a customer.
I had one minute to look at brochures before I was approached and offered help. I explained what I was looking for and was given Russia and Beyond Intourist 2008 and Cresta Cities and Short Breaks brochures.
The consultant explained what there was to see and do and warned me it was not a cheap destination to visit. I was advised to go away and look at the brochures, bearing in mind our budget, and then come back when she could tailor a holiday to suit.
She thanked me and wished me goodbye. Although she did not attempt to close the sale, I felt I was dealing with someone who knew what they were talking about and so could offer me competent advice.
About this week’s Mystery Shopper
Mystery Shopper and friends wanted to know where they could stay in Moscow and what they could see, without spending too much money.
The results were not encouraging, with most of the consultants apparently in desperate need of some Moscow educationals.
At least our winning agent at Travel Shop appeared competent and knowledgeable and took the trouble to warn the young travellers that Moscow could be beyond their budget
Prize
Congratulations, Travel Shop, Sutton Coldfield. One of your agents will be staying at Caribe Cove, Orlando, Florida, courtesy of Elite Island Resorts, after coming top in this week’s Mystery Shopper.
This week’s prize: Caribe Cove, Orlando, Florida
Welcome to Caribe Cove, Orlando’s newest all-villa resort. Caribe Cove 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: Brits need a visa to visit Russia. This costs £95 and takes eight days to process. See visitrussia.org.uk for more information.
Tip 2:Moscow is not an ideal city break for budget travellers as hotels and restaurants are expensive. It is better suited to business travellers and upmarket clients with cash to splash.
Tip 3: The underground travel system in Moscow is cheap and easy to use. Street stalls make a goodshopping for budget travellers.
Tip 4: Operators that offer short breaks to Moscow include Cresta Holidays, Kirker, Regent Holidays, Thomson, Inghams and Cox and Kings.
Tip 5:Nightlife is pricey in Moscow. The Foreign Office warns tourists visiting nightclubs and bars to keep an eye on their drinks as there have been reports of spiking, followed by robbery or violence.
Mystery Shopper scoring system
- 60% Advice and product knowledge
- 12% Customer service
- 8% External/internal appearance
- 7% Welcome
- 7% Farewell
- 6% Staff presentation