This week, Mystery Shopper was looking for a first-time safari. She wanted to go to Africa and see the wildlife. She also wanted a hot-air balloon ride over the landscape, and a week on the beach post-safari.
It was a strong week in terms of quotes and product knowledge, but it was the basics that let the agents down – first impressions and acknowledgements.
- The target: Colchester, Essex
- Wanted: A two-week African safari and beach holiday for two
First Choice
First Choice10 Culver Walk
Score: N/A
A disappointing start. The agency broke our 15-minute rule, under which any agency that keeps us waiting for longer than 15 minutes fails to score.
All agents were busy and I waited 15 minutes to be served – during this time I was not acknowledged at all. This was a shame, because from the actual consultation, this agency would have received a strong score.
When an agent became free, I found her to be agreeable, energetic and friendly. She quoted a seven-night Best of Kenya Safari, followed by seven nights’ all-inclusive at the Diani Beach Hotel, costing £4,100 for two, from the Thomson Faraway Shores brochure with an additional £265 for a hot-air balloon safari.
She then quoted £3,894 for two for an Images of Kenya Safari followed by Voyager Beach Resort with Hayes and Jarvis. She told me about her own safari experiences and took my details to follow up.
Thomson
Thomson2-3 St Nicholas Passage
Score: 78%
When I entered, there were three agents talking among themselves. Two had their back to the door and didn’t look around.
Although there was no one else there, I wasn’t acknowledged. After a few seconds, I received a smile as I approached a consultant. The agent appeared interested in my query and phoned the operator to get a quote, showing me the hotel in the brochure.
I was given a Thomson Worldwide brochure and a travel planner quoting a six-night Classic Kenya Safari and seven nights’ all-inclusive at the Voyager Hotel for £2,965 for two. The hot-air balloon safari was £330 each.
She explained about vaccinations and pointed out her name and number on the travel planner for me to get in touch. A bad start, but she was friendly and efficient enough to turn it around.
Fred Olsen Travel
Fred Olsen Travel29 Sir Isaac’s Walk
Score: 84%
My initial impression was of a good- looking, professional agency. Both consultants were busy and another client was waiting.
One looked up to tell me she wouldn’t keep me waiting long. When she was free, she apologised for the wait and, after explaining my request, she said she could get something nice for my budget.
She called Somak and came back with three quotes, depending on the stay for the beach holiday.
The Southern Palms cost £1,784, Sun ‘n’ Sand Beach Resort cost £1,843 per person, and Voyages Beach was £1,901 per person. The hot-air balloon safari cost £265 per person. She was thorough and interested in my trip.
I was given a handwritten quote, business card and Somak Worldwide brochure. I would definitely return and recommend this agency to others.
Colchester Travel
Colchester Travel39 Crouch Street
Score: 90%
A bright, cheerful and clean shop greeted me. There were two consultants, both on the phone, but one looked up and acknowledged me with a smile and indicated that she would be with me shortly.
I waited 12 minutes, but during this time another agent came in and talked to me about safari holidays, was helpful, entertaining and gave me lots of tips. She took me over to another agent as soon as one was free and asked her to look after me.
I was quoted £1,785 for the Samburu Safari followed by a week at the Indian Ocean Beach Resort in Mombasa, with an extra £265 for the hot-air balloon safari. The manager also joined in the conversation with her experience of the same trip.
I was given a Somak Kenya and Tanzania Preview brochure and a handwritten quote. The agent also gave me her business card. This agency is first-rate. Everyone I met was friendly and full of enthusiasm.
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Tips
Tip 1: Book accommodation of the same star rating for both the safari and the beach stay. Safari lodges are generally of a higher standard than beach hotels, so clients may want to upgrade at the beach.
Tip 2: Clients must see their GP to arrange vaccinations and anti-malarial medication.
Tip 3: Apart from beach stays in Kenya, Zanzibar is a popular beach extension. It offers value for money with a choice of all-inclusive hotels. Somak Holidays has a safari lounge on the airport road in Nairobi where clients can shower and eat before transferring to their beach hotel.
Tip 4: Visa fees for Kenya have been reduced until the end of December 2010. Encourage clients to take advantage of this. It is possible to try a one-, two- or three-night taster safari while staying on the coast in Kenya.
Tip 5: Hot-air ballooning trips set off early in the morning, so ensure clients are booked into a lodge close to the launch site, eg Keekorok Lodge for the Masai Mara. For more hotel information visit Gazetteers.com.