Location: Blackburn, Lancashire
Shopping for: A low-budget, short haul, all-inclusive holiday for a family. They want to know their holiday will be protected
The agencies
First Choice
50 King William Street, Blackburn
Score:84%
When the agent found I didn’t have a destination preference she recommended Spain but said Greece and Turkey would be cheaper. However, when she checked on the system it turned out that Spain would be cheaper.
We looked at First Choice Families and Holiday Villages brochures. The agent explained the latter, but later found they were pricier than hotels.
Despite these confusions the agent found a good option: £2,538 all-inclusive for a fortnight at the Jupiter Hotel in Alcudia, Majorca. This included a free child place and she recommended I book soon.
She quoted me £50 for insurance and explained the holiday was fully bonded. I was given two brochures and a quote to take away, and she took my details.
The agent was competent but our rapport was poor.
Going Places
30 King William Street, Blackburn
Score:90%
The agency had attractive displays in the window. I was served immediately. The agent was attentive and seemed determined to find me the perfect option, asking questions and factoring in my answers as the conversation progressed.
We looked at the Airtours Summer Sun brochure and I was quoted £2,048 for 10 days in Fuerteventura staying in an apartment hotel. She explained the area was family friendly and that the accommodation was near the shops.
She reassured me that our holiday was fully protected. The agent gave me a printed quote and took my details. The only downside was the Thomas Cook computer system had gone live in the shop that week and the agent was obviously not used to it – this should improve with time.
Thomas Cook
48 King William Street, Blackburn
Score:90%
This agent was professional, friendly and fun. She served me immediately, asking and answering questions, referring me to the Thomas Cook Summer Sun brochure and telling me her own family’s plans for next summer.
She checked prices for a few destinations, and we discovered Tunisia would be cheapest, with a quote of two weeks at the Sahara Beach in Monastir for £2,800. She recommended a family room with interconnecting doors and advised me to look at the website as the brochure pictures didn’t do the hotel justice.
She emphasised the holiday was protected. She gave me the brochure and a quote, and she took my details when I mentioned I couldn’t book on the spot.
The winner
Thomson
4-5 Ainsworth Mall, The Mall Centre, Blackburn
Score:95%
I was greeted warmly within seconds of arriving. The agent asked lots of questions. We went through two branch copy brochures and she was apologetic that a delivery had not arrived, so I was unable to take them away.
We concentrated on Menorca and she showed me hotels and described kids’ activities, also specifying what was included in the packages.
She was committed to finding me the best deal, sourcing a free child place available on early booking. She provided prices for different departure dates and for one and two-week durations at the Binimar Resort, ranging from £2,159 to £3,231.
When she discovered I couldn’t book on the spot she gave me her details and told me when she was available, and took mine.
She explained holiday protection and advised me to book soon as prices would rise.
For the most part, agents in Blackburn were knowledgeable and competent, showing a great attention to detail and making Mystery Shopper feel like a valued customer.
The First Choice agent might benefit from a little more price awareness, and things will run more smoothly at Going Places when the new system beds in.
Thomas Cook’s agent made the process fun, but Thomson won the day with exceptionally thorough customer service
Selling tips
Tip 1: All inclusive holiday bookings are up 15%, according to Ascent Market Intelligence Leisure Travel Monitor, so it’s an increasingly important part of the market.
Tip 2: Recommend all-inclusives to families – it’s a great way of controlling holiday spend without curtailing the kids’ enjoyment.
Tip 3:All-inclusive options are particularly useful for those wishing to travel to euro destinations, as it prevents them being hit by the poor exchange rate.
Tip 4: All-inclusive packages aren’t just about food and drink. Check what else is included – look out for children’s clubs, water sports and leisure activities on land.
Tip 5: There’s an all-inclusive package to suit every pocket, from super savings right up to top class luxury. It’s not solely suited to those trying to minimise their budgets.
Mystery Shopper scoring system
- 60% Advice and product knowledge
- 12% Customer service
- 8% External/internal appearance
- 7% Welcome
- 7% Farewell
- 6% Staff presentation
