Location: South Shields, Tyne and Wear
Shopping for: A trip to the Red Sea for a couple who have already been to Sharm el-Sheikh
The agencies
Hays Travel
163 Prince Edward Road, South Shields
Score: N/A
The outside of the agency was clean and tidy with some attractive offers on display in the window which might have accounted for the fact that there were 14 customers being served by just four agents.
Three members of staff were at their desks with customers and one was in the bureau de change.
Two groups of customers and myself were waiting to be served. One left and the other complained that they had been waiting for 35 minutes. When I hadn’t been served after 25 minutes I left.
Despite this, the agency was clean with a good stock of brochures. All the agents were well-presented wearing uniforms and name badges.
This agency failed the Mystery Shopper 15-minute challenge and therefore did not achieve a score.
Thomas Cook
16 Denmark Centre, Fowler Street, South Shields
Score: 43%
Six customers were being attended to by five well-presented employees when I arrived. The agency was clean and comfortable with lots of brochures, although the carpet was damaged near the bureau de change.
An agent became free but did not acknowledge me, and it took two minutes before I was served by another consultant. Initially, she seemed happy to help, although reluctant to make any recommendations. Instead, I was given a brochure and encouraged to make my own decision – in fact she seemed keen to see me leave.
Before I left, she explained my destination choice would determine the departure airport and she encouraged me to return to make a booking.
Overall, the agent showed little initiative.
Thomson
16 King Street, South Shields
Score: 82%
There were three agents and three customers in the shop when I arrived and I was greeted promptly.
The consultant who served me said she’d not been to the destination, but found some information and a brochure on the area. She then recommended the resort of Dahab, which she said was laid-back.
She suggested we go all-inclusive as it was only £30 more than half-board. She gave me a quote for a week in November, from Newcastle, and said the resort rep would arrange excursions and diving expeditions.
The agent seemed engaged in the consultation and was friendly and helpful. Apart from some paper on the floor, the agency was tidy.
The winner
Dawson and Sanderson
5-7 Kepple Street, South Shields
Score: 87%
A friendly agent, who invited me to take a seat, greeted me almost as soon as I walked through the door. Like her two colleagues, she was well presented, while the agency was spacious with a good stock of brochures – although there were none specialising in Egypt.
When I explained what I was looking for, the agent said she was not familiar with the area and had no experience of diving, but she was happy to do some research on my behalf.
She eventually suggested an all-inclusive holiday at a four-star hotel in Taba Heights, flying from Manchester. Excursions could not be pre-booked, she said, and went on to explain that I would have to consult the rep on arrival.
The agent who served me was enthusiastic, friendly and confident. I would recommend this outlet.
Mystery Shopper wanted a holiday where she could dive and relax. Having been to Sharm el-Sheikh, she was seeking somewhere quieter.
The top two agencies offered a friendly and professional service and the staff knew enough about Egypt to recommend an all-inclusive holiday.
The Thomas Cook agent lacked confidence, while Hays Travel was disappointing as they were too busy to acknowledge a client, which cost the agency at least one customer.
Selling tips
Tip 1: Suggest Dahab, which has a laid-back, hippy vibe. It’s great for scuba diving and is famed for its Blue Hole. Operators to Dahab include Regaldive, Olympic Holidays and Crystal Holidays.
Tip 2: Get off the beaten track by taking a trip to the remote Hamata region, which has pristine reefs. Get there with Regaldive.
Tip 3: El Gouna is only a short drive from Hurghada and offers some great wreck dive opportunities.
Tip 4: Good dive sites can be reached from the resorts of Marsa Alam and Hurghada.
Tip 5: Check out www.gazetteers.com to discover which operators can arrange holidays to any of the Red Sea resorts mentioned.
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.
