This week, Mystery Shopper was looking for two-week family holiday. She didn’t mind the location, but wanted a holiday that was as environmentally friendly as possible.
Overall, there was a disappointing lack of knowledge of what the industry has to offer. The First Choice agent needed to improve on product knowledge, given that her company produces a Greener Holidays brochure.
- The target: Eastleigh, Hampshire
- Wanted: An eco-friendly family holiday somewhere warm and sunny
Thomas Cook
Thomas Cook59 Market Street
Score: 51%
A consultant looked up and greeted me when I walked in, but then just carried on with her work. The agents talked among themselves for three minutes, then one of them offered to help me.
When I said I was looking for an environmentally friendly holiday, I was met with a blank look and told that the agency didn’t sell anything like that. I tried to ask more questions to explain my needs, but they were all dismissed, with the consultant saying the industry doesn’t offer that sort of holiday.
I was given the Thomas Cook Families brochure, and holidays discussed included Broncemar Beach, Fuerteventura for 14 nights at £2,475 on a half-board basis. I was told they couldn’t print out the details and they couldn’t write them down, so I had to scribble down what I could from the information on the screen.
First Choice
First Choice82 Market Street
Score: 75%
The consultant at this well-presented agency told me she wasn’t aware of any holidays that were specifically environmentally friendly, but she did tell me about the World Care Fund scheme, which helps environmental projects.
She told me that, from next year, First Choice would be using the new Boeing Dreamliner aircraft, which are more environmentally friendly.
The consultant suggested Ibiza or Majorca, saying both were great for families and offer lots of activities.
She reassured me Ibiza isn’t just for clubbing. The consultant suggested half-board as the price worked out similar to self-catering, and it would save us money. Quotes included Hotel Delfin Azul in Majorca from £2,785. The agent tried her best, but it was a shame more couldn’t be done on the environmental side.
Bath Travel
Bath Travel21 High Street
Score: 77%
The agent at Bath Travel greeted me immediately and asked plenty of questions to determine my needs. However, when it came to the environmental requirements, she looked at me blankly, and said she didn’t know any operators that offered such holidays.
The only small environmental aspect she was able to offer was the fact that when I booked I could add £1 to the booking per adult and 50p per child, and this would go to the World Care Fund, which helps environmental projects.
She suggested a number of holiday options and recommended Majorca. Quotes included self-catering at Fiesta Sahara at Ca’n Picafort, costing £2,100 with Skytours.
The suggestions were reasonable, but the agent showed little awareness of greener holiday options.
Thomson
Thomson78 Market Street
Score: 88%
The agent told me that she had been trained recently on greener holidays, and a new brochure selling these types of holidays would be coming out soon.
She said she didn’t have any relevant brochures at the moment and tried looking online, but couldn’t find anything suitable.
After asking more about my requirements, she recommended the Hotel Marina Torrenova in Palma Nova, Majorca, in the Thomson Family Collection, costing £2,449 for two weeks. She didn’t try to add on extras such as car hire or insurance.
Five minutes after I left the branch, the consultant called me on my mobile and told me she had found the Greener Holidays brochure on the First Choice website, and gave me the link I needed to find it. She said I could download the brochure from the website.
She said she could match any web price if I preferred to book in store.
Got a driving ambition?
Each month’s highest scoring agent gets the chance to drive a Porsche Boxster S, worth £46,000, for a month, courtesy of Elite Island Resorts. Here’s footage of August winner Vanessa Crawford, who scored 98% for Thomson in Exeter, receiving the car…
See photos and video of previous winners in the car at www.travelweekly.co.uk/elite
Tip
Tip 1: ABTA has launched a responsible holiday accommodation directory. The system audits hotels, and has introduced an award scheme, with top performers being accredited with gold, silver or bronze awards. The directory is a good source for agents to research holidays. Go to travelifesystem.co.uk
Tip 2: Suggest travellers offset their carbon emissions. The Reduce My Footprint scheme helps calculate the cost of offsetting a trip. Go to reducemyfootprint.travel
Tip 3: Careful reading of brochures and websites will reveal much more is being done to help the environment than agents might think. For example, Sandals runs beach cleaning projects in the Caribbean.
Tip 4: Give customers tips on what they can do to reduce their carbon footprint and support communities in the destinations they’re visiting. Encourage clients to choose ‘authentic’ excursions, which help ensure locals benefit from tourism. See some excursion examples at the travelfoundation.org.uk
Tip 5: Get up to speed with travel’s green issues, and how you and your clients can help, by going to make travelgreener.com, where you can test your knowledge. The quiz is free, full of helpful tips, and takes only 30 minutes to complete.