Mystery Shopper: Felixstowe travel agents sell Lapland

This week Mystery Shopper was a grandmother looking to take her two granddaughters, aged six and eight, to see Santa on a Lapland day trip.

All agencies received relatively high scores and all managed to quote, although Thomas Cook could only quote for a two day trip, which is surprising as the agents there must have access to day trips. Well done to Fred Olsen Travel for a thorough consultation.

The target: Felixstowe, Suffolk
Wanted: A Lapland day trip for a grandparent and two grandchildren

Thomas Cook

34 Hamilton Road
Score: 74%

A friendly agent greeted me at the start of this enthusiastic consultation. When I explained my request, the agent produced the Thomas Cook Wintersun brochure, pointing out Santa’s Sleigh Day.

I asked for prices, but she was having problems with her computer, which was showing only two-day trips.

She eventually quoted me £2,160 for a two-day trip from the Wintersun brochure. She took my details and said she would call me when she had prices for a day tour.

She gave me the Wintersun and Canterbury Travel brochure. She did call back, but was still able to quote only a two-day trip.

Although the service would entice me back, the agent couldn’t give me a quote for the trip I wanted.

Thomson

115 Hamilton Road
Score: 77%

The outside of this agency was tatty: the window woodwork was rotten and the step was chipped. Inside, the fittings looked outdated, although it was clean and tidy.

The agent came forward and greeted me good morning. She asked me what my grandchildren and I wanted from the holiday, however she didn’t ask about my budget.

She quoted products from First Choice: an Icy Igloo Adventure costing £1,167; and Santa’s Secret Grotto, costing £1,145.

She gave me a copy of the brochure and the travel planner. She also asked how I was getting to the airport, and whether I needed parking or travel insurance.

I would recommend this agency as the agents were knowledgeable and friendly.

The Co-operative Travel

180 Hamilton Road
Score: 78%

When I entered the agency, there was an agent on the phone, who acknowledged me when I was browsing the brochures. Minutes later, another agent appeared and asked if she could help.

She looked up a Canterbury Travel brochure, and quoted £1,345 for the Lapland Extravaganza tour, which included meeting Santa, sleigh and husky rides. She asked how we would be getting to the airport and about insurance.

She explained the day tour in full, what we would see, what meals were included and the flights. She said it was a lot of travelling for one day and double checked whether we wanted to go for a day.

The agent was efficient and enthusiastic and made me wish I was going on this holiday. I would recommend this agency.

Fred Olsen Travel

163 Hamilton Road
Score: 87%

All three consultants in this agency looked up and greeted me when I walked in. One agent got up, offered me a seat, and asked how she could help. I was offered refreshments and there were sweets available on the desks for customers.

As soon as I explained my request, the agent got a brochure and went through it with me, asking about budget and several questions about the children, how I would be getting to the airport and insurance.

She pointed out one of the tours that would suit my needs and also went through the fine detail on the brochure with me. She phoned the company to check availability.

She gave me a Canterbury Travel brochure, with the pages marked for the tours mentioned, and quoted me £900, but she offered to discount it to £868. The agent told me a friend had been on the recommended tour and enjoyed it.

This was the best agency by far.

Tips

1. Advise clients this type of trip is best suited to children over three years of age, and children older than five will have more energy to get the most out of it. It is not suitable for babies and small toddlers.
2. According to Canterbury Travel, a day trip to Lapland is an early start – usually departing between 7.30am and 8am and landing back in the UK about 10pm. There’s a lot of excitement on the flight out, but on the way back, everyone is tired and generally sleeps.
3. Double check the small print to see exactly what is included as it is not cheap when you get there. For example, it might include a short taster ride with a husky, but a proper ride might cost from £40 upwards. If people think the ride is included, they will not want to pay another £40.
4. To get the best deals, including limited free child places, advise client to book in January or February for the following December.
5. For more product knowledge about the Lapland trips visit Gazetteers.com. The site also contains photos of resorts and hotel reviews from fellow agents.