Location: Burton-on-Trent, Staffordshire
Shopping for: A trip on the Inca Trail for a couple in their 50s
The agencies
Thomas Cook
13 Station Street, Burton-On-Trent
Score: 44%
When I told the agent I wanted to go to Peru, she stopped in her tracks. She appeared to panic and did not ask for any more details.
She looked on her computer and gave me the names of two operators that toured Peru, but that Thomas Cook did not deal with one of them.
She mentioned the Thomas Cook Signature brochure but could not find a copy. She showed me an out of date file copy, which she photocopied at my request – though this was of little use as it was illegible.
If she had looked at the brochure rack she might have spotted the Kuoni brochure – I did, and helped myself. She ignored this and continued directing me to the out-of-date data.
She did not offer me a business card – I had to help myself to one from her desk when she wasn’t looking.
Thomson
197 Station Street, Burton-on-Trent
Score: 53%
An agent smiled and said hello. I told her I wanted to do the Inca Trail, but she didn’t know where it was, so I had to tell her it was in South America.
She went in the back and returned with the Thomas Cook Fully Escorted Tours brochure and another agent to help. Both seemed unsure about the destination, but did their best.
I queried the best time of year to go and asked about the weather, and they found and printed off climate information for me, along with health and vaccination details. They had to read directly from the brochure (which was a 2008 edition for a 2009 holiday) and there was a real lack of knowledge about the destination, where it was and where I’d fly from.
I was given a business card and the brochure to take home, but I would not choose to return.
Co-op Travel
17 Station Street, Burton-on-Trent
Score: 88%
I was served after three minutes. The agent searched the system, explained visa and health requirements, and advised me on the best time to travel. She told me which operator was best and answered all my questions in a calm manner.
She showed me the Thomas Cook Signature and Kuoni brochures, and backed up brochure information with details from the computer system. She said costs would vary depending on hotel and excursion choices, but gave me a guide of around £3,500.
She said she could personalise my booking once I’d decided on dates and gave me her business card.
I was struck by the lovely atmosphere in the agency, created by the friendly and helpful staff.
The winner
Going Places
195 Station Street, Burton-On-Trent
Score: 96%
I was served immediately by a friendly, professional agent. She knew exactly which brochures to go to (Thomas Cook Signature and Kuoni) and was well informed about the area.
She asked detailed questions to see what I wanted and checked throughout that she was giving me what I required. She suggested I would benefit from an escorted tour, giving me expert guides throughout.
She took time to go through the itineraries and talk about excursions and hotels, and to explain the price ranges I would expect to pay. She stapled her business card to the brochures and suggested I ring her or come back to the shop. I was given helpful advice on health, visa, cash and planning issues.
The agent is a credit to the company – she was positive, cheerful, knowledgeable
Selling tips
Tip 1: The Inca Trail can be wet and dangerous. The best time to go is duringthe dry season – from April to October.
Tip 2: Don’t try to book for February as the trail is closed for maintenance.
Tip 3:Don’t forget to pack a torch – on the final morning you’ll make the ascent to the Gate of the Sun before dawn.
Tip 4: Visitors with limited time can book Explore’s nine-day Inca Trail trek, running from Saturday to Sunday so you only need five days off work.
Tip 5: It’s often necessary to book the Inca Trail six months ahead. Footloose offers the Moonstone Sun Temple trek, which also ends at Machu Picchu, for those wishing to travel at short notice
Related features
Mystery Shopper scoring system
- 60% Advice and product knowledge
- 12% Customer service
- 8% External/internal appearance
- 7% Welcome
- 7% Farewell
- 6% Staff presentation