This week Mystery Shopper was a family of four looking for a February half-term ski holiday. The parents could ski, but wanted the children to learn at ski school. They wanted the afternoons free to themselves.
The budget was a too low at £2,000, but agents did well to pull such great deals out of the bag. The general high standard is reflected in a good set of scores for Newmarket.
Premier Travel
Premier Travel61 High Street
Score: 79%
There were two agents visible in the branch, both sitting at the counter. I was greeted with a genuine smile by one, asking if she could help. After explaining the request, she searched the database for about 20 minutes, but wasn’t able to find anything within my budget.
She said prices went up during half term and the cheapest holiday she could get was the Hotel Iceberg in Borovets, Bulgaria, including flights and half board costing £2,720. On top of this would be the ski packages and equipment hire charges.
She gave me the brochure, offered to print off the details, and tried to close the sale. She didn’t mention insurance or extras such as airport car parking.
The consultant was polite and friendly, but lacked enthusiasm. She was, however, patient when trying to find me a cheaper deal.
Thomas Cook
Thomas Cook79 High Street
Score: 87%
While searching for available packages, the consultant chatted with me in a very friendly manner – I felt comfortable talking to her. She bought out a few brochures to show me the resorts she was checking.
She said that the best deal was through Neilson, showing me photos of the hotel in the brochure and saying that the hotel was in a good location. She also offered a discount on child prices.
She quoted £2,802 for flights, half board accommodation in a family room at Hotel Xalet Besoli, Arinsal, Andorra, the ski school package for the children and a lift pass and equipment hire for adults. She also said that flight times were good and I need not stay overnight at the airport.
She tried to close the sale, and remained understanding and upbeat when I said I needed to discuss it with my husband. The agent was keen to help, without being pushy.
First Choice
First Choice63B High Street
Score: 92%
I had a quick browse of the brochures before I was greeted and offered a seat. The agent asked lots of questions to understand my needs and started to search on her computer.
She said the best deal she could get was one operated by Neilson, showing me the brochure featuring the Hotel Xalet Besoli, Arinsal, Andorra. She said the hotel was great for families and not far from the main resort.
She quoted £2,999 including flights, half board accommodation in a family room, ski tuition for the children, lift passes and equipment hire for two adults and insurance. She also said flight times were good.
She offered to book and before I left said that if it wasn’t the right deal to just give her a call and would look for an alternative. She was very friendly and helpful, as well as knowledgeable and interested in my enquiry, with a positive attitude. She made me feel very welcome.
Thomson
ThomsonUnit 13, The Rookery Shopping Centre
Score: 93%
A consultant approached me as soon as I entered. She invited me to take a seat and started taking down details in a Travel Planner. She asked about my requirements and chatted with me while she searched for deals.
She kept me informed about which hotels she was checking but showing me photos in the brochure. The two other agents also came over to join the conversation about how expensive prices are in the school holidays.
She was determined to find the best deal and after nearly an hour, she found one offered by Crystal at the Snezhanka in Pamporovo, Bulgaria, which included a discount on child prices. The total price including flights half board accommodation and ski school tuition, insurance and airport parking was £2,751.
She said it was a really good deal and asked if I wanted to book. She said I could call her anytime with questions and gave me a copy of the travel planner and brochure. She was impressive with great customer service and attitude.
Tips
1. Don’t be fooled by a slow ski market in general, February half term will be busy regardless, particularly as in recent years the schools have taken the holiday during the same week. Push clients to book early if the want choice and availability, particularly with the larger family rooms.
2. Bulgaria offers great value for money at the moment. It’s a good all-round family destination, particularly for beginners with suitable slopes. The pound goes far in resort. Alternatives include Arinsal and Soldeu in Andorra.
3. Encourage customers to book extras such as lift passes and ski school in advance. Ski schools get booked up quickly, and customer may not get a place if they wait until in resort to book. If lift passes are organised in advance, it will save the family going to queue for them at the office on the first day of their holiday.
4. Check with the operator whether they offer ski school and passes cheaper or the same rate as in resort. The customer may be disappointed if they find them cheaper when they get there.
5. For more product knowledge ski holidays visit Gazetteers.com. The site also contains photos of resorts and hotel reviews from fellow travel agents.