Location: High Wycombe, Bucks
Shopping for: A low-cost family holiday to the Channel Islands
The agencies
Thomas Cook
25 White Hart Street, High Wycombe
Score: 37%
There were four agents and just one customer in the agency when I entered, so I was acknowledged and offered help almost immediately.
However, when I explained what I was looking for the agent said she had no brochures and suggested I come back the following day.
I asked where she would recommend and the best way to get there, but she could not answer my questions. She asked a colleague, who said it would be best to fly there.
The consultation ended with her reiterating that I should return the following day for some brochures.
The service was less than impressive and the consultant lacked interest in my enquiry. If I had been a genuine customer I would have probably taken my my business elsewhere.
First Choice
25 The Chilterns, High Wycombe
Score: 62%
Outside, the agency was in good order and inside it was clean and tidy. One agent was trying to cope with three customers when I entered and so, not surprisingly, I had to wait eight minutes before the consultant was free.
Once she was available, I explained what I was looking for and she suggested Jersey would be the best place to go – although she warned me it would not be a cheap holiday.
She gave me a brochure – Preston Holidays: Jersey, Guernsey and Isle of Man – to take away with me. She also suggested flying would be the best option.
The agent thanked me and wished me goodbye. She was polite, friendly and helpful, but I felt the outlet was understaffed, resulting in a long waiting time.
Global Travel
2 Dashwood Avenue, High Wycombe
Score: 68%
The front of the agency was small and covered with posters, but the inside was reasonably clean and tidy.
There were two agents and no customers present when I entered the shop so I was acknowledged immediately.
I told the consultant what I was looking for and she explained the agency specialised in long haul. Nonetheless, she took my details and said she would contact some operators and see what she could come up with.
Obviously, because the agency had no experience of Channel Island breaks, the consultant’s knowledge was limited – but I was impressed she was prepared to go above and beyond to help me.
The winner
Thomson
8-10 White Hart St, High Wycombe
Score: 73%
On entering the store, there were two agents and four customers. Therefore I was not approached until two minutes later.
The agent asked me what I was looking for, and when I explained, she suggested Jersey would be the most suitable of the islands for our family.
I was advised we could fly from Luton or Gatwick or take a ferry from Poole – whichever we chose she could book it all for us, she said.
She gave me two brochures to take away, and pointed out that her contact details were on the brochure. She thanked me and wished me goodbye.
This was a clean and tidy agency and I was served by a competent and friendly agent who answered all my questions. I would be happy to recommend this Thomson outlet.
Devising a family holiday to the Channel Islands may not sound challenging, but some of this week’s agents appeared to struggle.
The Thomas Cook agent was unable to tell Mystery Shopper anything without the aid of a brochure and at First Choice the lack of staff affected service.Global Travel came up trumps by offering to find more options – even though it specialised in long haul.
But the winner did exactly what they were supposed to by offering advice on the spot and providing details to take away.
Prize
Congratulations, Thomson, High Wycombe. 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 at an Elite Island Resorts property. Flights are not included.
Selling tips
Tip 1: Flight prices might look cheaper than ferries at first glance, but you’llsave money on car hire by taking your own – and you can take more luggage. Take a look at Condor Ferries.
Tip 2: Choose camping or caravanning to save money. There are plenty of sites on the islands, although check they are open if booking outside the summer season.
Tip 3: Self-catering cottages and apartments are also a great way to stretch thebudget. They allow the kids to be as noisy as they like without botheringothers. Check out Premier Holidays and Hoseasons.
Tip 4: Save more money with a Jersey Pass. For less than £10 a day you’re granted entry to 11 attractions, including the war tunnels, a number ofmuseums and an animal conservation park.
Tip 5: For those who want an off-the-beaten track experience, try the smaller islands of Alderney, Sark or even tiny Herm – only 1.5 miles long and half a mile wide.
Mystery Shopper scoring system
- 60% Advice and product knowledge
- 12% Customer service
- 8% External/internal appearance
- 7% Welcome
- 7% Farewell
- 6% Staff presentation
Terms and conditions: Reservations must be made directly with Resort Marketing International (fax: 0870 160 9656). This prize is valid for a maximum of two adults. Reservations cannot be made more than two months prior to arrival date and are subject to resort availability. Certificates may not be redeemed for cash and are non-changeable. The prize is subject to changes without notice and are subject to availability and cannot be taken over Christmas, new year, Easter or January/February or school holidays. This offer does not include flights, transfers or insurance; the prize is for accommodation only. Should the hotel be sold or suffer any material change resulting in the closure of the property during the validity of this prize, Elite Island Resorts will be unable to honour the prize and cannot be held liable for alternative accommodation.