Location: Brighton, East Sussex
Shopping for: An active break to the Spanish Caribbean for a couple
The agencies
Thomas Cook
58 North Street, Brighton
Score: 51%
After waiting 10 minutes without any of the staff acknowledging me, I noticed a consultant leave a customer to get a brochure. But when I asked her for assistance she told me she and all her colleagues were busy.
She then instructed me to take a seat at the back and said I would be seen in turn. I then sat and waited another 10 minutes.
When I was finally served – after having waited for 20 minutes – the consultant told me she was unable to help with my request. She did show me one offer but assumed I wanted the cheapest deal, which I found offensive.
She suggested I book an appointment with the long-haul travel adviser and come back later.
Needless to say, I would not return to this branch.
Thomson
40 West Street, Brighton
Score: 57%
Having spent 10 minutes standing around waiting without acknowledgement, I was approached by a trainee, who told me that, as she was only in training, it would be better to wait for one of her colleagues or come back later.
I decided to wait but when I tried to ask members of staff for help I was ignored. After a further 10 minutes I was invited to speak to an agent who told me she had not been to the Dominican Republic but her sister had. She gave me a First Choice brochure.
Her general appearance was not very appealing and made me question her professionalism and her recommendations, which she simply read off the screen, parrot fashion.
The waiting times here were too long and the staff were not very well presented.
Flight Centre
39 West Street, Brighton
Score: 71%
The staff smiled and greeted me when I entered the shop and I noticed they were all clean, neat and well presented.
Two members of staff were serving customers as I entered and the third served me immediately. She was friendly, smiley and made full eye contact.
Although the counter had high stools to sit on, which was somewhat off-putting, the shop was brightly lit and inviting.
The consultant informed me that she could beat all competitor prices and told me to consider travelling late October/early November onwards, after the hurricane season.
The staff here were friendly and professional, with a ‘can do’ approach.
Commended
First Choice
131-132 North Street, Brighton
Score: 79%
When I entered the shop I was greeted by a member of staff and told to take a seat as they were quite busy.
After waiting 15 minutes I was called over to a desk by an agent. The staff member who dealt with me was very smart and efficient. She apologised for having kept me waiting and asked how she could help.
When I told her I was looking for an active break for two in the Spanish Caribbean she suggested Cuba and the Dominican Republic. She had visited both of these destinations and was very knowledgeable about them.
After some consideration she suggested an all-inclusive offer to the Dominican Republic, leaving in November. She was very helpful and polite and friendly and I was impressed with her sales approach.
I would definitely return to this branch.
Despite the popularity of the Caribbean with UK travellers, the agents’ product knowledge was varied to say the least.
Staff veered from professional and helpful to poorly presented and unknowledgeable.
Even though Mystery Shopper was kept waiting at the winning agency, the staff displayed a professional approach from the beginning, making eye contact and smiling as she entered the branch – a welcoming approach that was mirrored at the Flight Centre shop.
Selling tips
Tip 1: Take a cycling holiday through the Cuban countryside to get beyond Havana and Varadero. Book a tour with Exodus or Explore.
Tip 2: Suggest Dominican Republic where visitors can climb Pico Duarte, the highest mountain in the Caribbean, a challenging 14-mile hike which takes two days. Explore offers walking holidays to the island.
Tip 3: Scuba diving is popular in Mexico’s Caribbean coast. Book with operators such as Dive Worldwide.
Tip 4: The Dominican Republic is popular with windsurfers and surfers. Book a holiday to the island with operators such as First Choice, Thomson and Cosmos
Tip 5: Learn salsa dancing in Cuba with specialist operator Captivating Cuba, Puerto Rico is also famous for the dance.
Mystery Shopper scoring system
- 60% Advice and product knowledge
- 12% Customer service
- 8% External/internal appearance
- 7% Welcome
- 7% Farewell
- 6% Staff presentation