This week Mystery Shopper was looking for a Nile cruise in November, with particular emphasis on sightseeing. They wanted a four-star boat and had a budget of £2,000 for two people.
All agents were able to find a suitable cruise and make a suggestion, but they didn’t go further than that – overall Mystery Shopper would have liked to have seen more research done on the type of boat they would be sailing in and also what they could see on the excursions. Agents could have tried to upsell and add on a few days in Cairo or the Red Sea.
The location: Andover, Hampshire
The holiday: A November Nile Cruise
First Choice
First Choice48 Chantry Way
Score: 49%
This agency stood out because of its simple window display and the fact that they had dispensed with the traditional shopfront and instead had a meeting-style format with tables and chairs.
I had to wait about four minutes for the agent to approach me, who then apologised for the delay and said they were very busy.
During the consultation I didn’t feel she took any particular interest in my needs. She quoted a Nile cruise on The Orchid, on an all-inclusive basis with flights and tours for £659 per person and gave me a brochure containing further information on First Choice cruises.
The consultant gave me a generic business card with no contact name on it. She offered no upgrades or extras and made no attempt to close the deal. I wouldn’t rate this shop above the other agencies I visited today. I felt she was just doing her job and it was not a personal or pleasurable experience.
Thomson
Thomson52A Chantry Way
Score: 64%
I was greeted as soon as I entered and the consultant asked what I was looking for.
She gave me the Thomson Egypt and The Red Sea Riviera brochure and showed me two cruises: the Nile Discovery Cruise costing £1,452 on a full-board basis and the Nile Explorer Cruise for £1,480 on an all-inclusive basis. Both prices were for a couple for one week, including tours and flights.
The agent seemed quite knowledgeable about Egypt, in particular a Nile cruise, and about the cruise ship lifestyle. I thought that the consultant had attempted to meet my criteria of dates and budget, and during the consultation she printed out sample quotes, including flight information.
Points were lost because I wasn’t given any means of contacting the agent and I was not asked for my contact details. The agent was welcoming and friendly, but she did not try to close the sale or upgrade.
Bath Travel
Bath Travel9 High Street
Score: 67%
This shop scored full marks for appearance with colourful flyers and brochures, both in the window and inside. I was immediately greeted.
The agent showed me several possibilities from Longwood Holidays, but the holidays she offered were over budget or standard ones found in the brochure – no further tailoring was offered.
She then rang the company found me a special offer of £859 per person on the Presidential Nile Cruise, including flights and on a full board basis and including tours. I was given photocopied pages from the brochure to take away. She also gave me the Classic Collection brochure to look at comparative holidays.
She did try to close the sale and encourage me to book the special offer as there were only two places left at that price. The experience was average, neither particularly valuable nor unhelpful.
Toucan Travel
Toucan Travel32 Chantry Way
Score: 71%
There was an eye-catching and innovative window display at this agency, showing an ongoing travel video.
A consultant swiftly and pleasantly greeted me. After discussing my request, she quickly found me a Thomson cruise, but unfortunately her computer was being unresponsive and rather than make me wait, she offered to call me back once it was working again. She gave me a brochure to take away.
She called me later in the day and quoted £1,480 for an all-inclusive cruise, including all the optional tours. However, other than calling, she did not try to close the sale.
The consultant had enough product knowledge to advise me and tried to get something to suit my requirements.
I enjoyed the bright and colourful surroundings and would happily return as the agent was enthusiastic and I felt I was being given a personal service.
Discuss this week’s Mystery Shopper on the Community Editor’s Blog.
Tips
1. Match the board rating to what the client wants to do on holiday. Although all-inclusive might sound like the best-value option, if you clients are going to spend a lot of time sightseeing, they won’t make the most of it. Generally, younger clients go four a four-star all-inclusive option, while older, more discerning clients, will suit five-star full board.
2. Be cautious if you don’t sell the trip as a package, and are dynamically packaging. If there is a delay with the flight, the client could miss out on part of the cruise as the boat might not wait. Likewise, check the time delay between your clients arrival and the boat’s departure, you don’t want them moored in the same place for three days while the boat waits for other flight arrivals.
3. Compare tours and what is seen on each – you don’t want clients to miss out. Also, check how the tours operate. Will your clients be with people from different nationalities, and therefore the guide having to give information in several different languages? They may prefer a cruise with tours solely in English.
4. Check with the operator how the cruise is contracted. Some operators, such as Discover Egypt, are involved in the cruise operation and are, therefore, involved in areas such as health and hygiene, guides, and so on. Others will simply buy cabins on the boat.
5. For more information on Nile cruises subscribe to Gazetteers.com.