Location: Orpington, Kent
Shopping for: A luxurious short break in Hong Kong for an older couple
The agencies
Thomas Cook
224-226 High Street, Orpington
Score: 50%
The store was quite busy when I entered, but I was greeted immediately. I explained to the agent what I was looking for, but she was not patient with me and didn’t take the time to fully establish my needs.
She showed me the Thomas Cook Signature Worldwide brochure and quoted me £1,960 to travel economy with Cathay Pacific staying in the Metropark and £2,214 in the Excelsior. She also told me it would cost £2,609 to upgrade my flights.
I really wasn’t made to feel welcome – in fact, I stood for most of the consultation and was only invited to sit down as she checked fares and availability.
She didn’t give me a quote for airport transfers and told me to check the brochure myself for details and fares of pre-booked tours.
First Choice
244-246 High Street, Orpington
Score: 89%
I was acknowledged by one of the three agents straight away who asked about my holiday preferences, including departure date, length of stay, comfort level, budget and additional tours.
She recommended staying in the Kowloon Shangri-La and going for a pre-dinner cruise, and doing tours of Hong Kong island and Macau, mentioning that some of her colleagues had just returned and had really enjoyed these.
The agent was very patient and explained everything kindly, before ringing reservations and checking fares and availability. I was quoted £2,284 for British Airways flights and accommodation, plus £82 for the tours.
She gave me the Hayes and Jarvis Far East collection brochure to take home and took my contact details before I left.
Thomson
230 High Street, Orpington
Score: 92%
Three customers were being served by two agents, but I was acknowledged immediately and served within two minutes.
The friendly agent asked lots of questions to establish my preferences and showed me the Thomson Worldwide Asia and Arabian Gulf brochure and information on hotels, places of interest and special offers.
She recommended the Langham Hotel and Hong Kong, Macau and Lantau 360 tours, which cost £29, £61 and £52 respectively. She gave me advice on climate and explained the accessibility of local transport. She sourced Virgin Atlantic flights and gave me economy and premium economy prices.
I left with the brochure and a printed offer, and a promise of a follow-up call.
The winner
Transit World Travel
252 High Street, Orpington
Score: 96%
I was served immediately, and the agent took time to ask many questions. She showed me the Travel 2 Asia brochure and recommended the Deluxe Essential Hong Kong package.
She patiently explained the hotel’s features and said that three out of the five days would be dedicated to city sightseeing, a harbour cruise and a Macau tour, but that they could be rescheduled.
She checked fares and told me the five-star Langham Place Hotel would be £943, with an option to add breakfast for £143. I was quoted £1,077 for Virgin Atlantic economy or £2,159 for British Airways premium economy.
She gave me the brochure and a printout and took my details, adding that I could book on the spot with no obligation.
I received excellent service and a package that exactly matched my needs.
Three of the four agencies really stepped up to the mark for this week’s challenge, providing a thorough service and product tailored to Mystery Shopper’s needs.
The winning agency went the extra mile and even tried to close the deal and get an on-the-spot booking.
The lack of manners shown in the Thomas Cook branch is regrettable, and a sign that providing the bare bones of customer service is nowhere near enough.
Selling tips
Tip 1: For a traditional luxury hotel, recommend The Peninsula. The W, which opened in August, is Hong Kong’s latest in a line of cool and stylish modern hotels.
Tip 2: Recommend that the couple take advantage of free experiences offered by the Hong Kong Tourism Board, such as t’ai chi or feng shui, or lessons in Chinese tea appreciation. Visit discoverhongkong.com to find out more.
Tip 3: Use the peak train to get up to Victoria Peak, to get a classic view of the harbour.
Tip 4: Take in Hong Kong’s many markets, the best of which include Temple Street Night market, Stanley Market and the Ladies Market.
Tip 5: Take the Star Ferry cruise to get a cracking view of the Symphony of Lights, a spectacular light show that begins at 8pm every night on the harbour. The ferry cruise journey is a snip at 22p.
Mystery Shopper scoring system
- 60% Advice and product knowledge
- 12% Customer service
- 8% External/internal appearance
- 7% Welcome
- 7% Farewell
- 6% Staff presentation
