Mystery Shopper: Milton Keynes travel agents sell a Vienna city break

This week, Mystery Shopper was a mature couple looking for a city break to Vienna, at a four-star, central hotel. They had a joint budget of £800 and wanted information about cultural events.

Agents produced a strong set of results, with Thomson and The Co-operative Travel producing outstanding marks. Thomas Cook would have scored a higher mark but for the close of sale, which Mystery Shopper found too forceful.

• Location: Milton Keynes


• Wanted: A city break to Vienna

Thomas Cook

21 Sunset Walk
Score: 72%

Although I was acknowledged immediately and asked what I required, I waited more than 10 minutes before I was seen by a consultant. The consultant dealt with the enquiry efficiently, checking flight times, accommodation, asking about airport parking and hotels, insurance and pointing out excursions from the brochure.

She quoted £841 from Cresta Cities and Short Breaks for a stay at the Mercure Grand Hotel, with scheduled flights. Although she was polite and enthusiastic, when I said I had to discuss the quote with my husband, she suggested I phone him, which I found aggressive. She seemed to lose interest when I said my husband wasn’t available.

She gave me the brochure with the hotel circled and her business card with prices on it.

Advance Travel

3 High Street, Stony Stratford
Score: 80%

I browsed for a couple of minutes before I was greeted by a helpful consultant. She quoted £928 for an overnight stay and parking at Heathrow, which cost £59, flying with Austrian Airways and staying at the Hotel Regina. This was over budget because there were no flights available from local airports, she said.

The consultant said she could book tickets to the Spanish Riding School and the Vienna Boys’ Choir, and offered details of shopping trips. She also showed me a speciality cake, which a customer had brought back from the hotel for the agency.

Unfortunately, the agent did not have any brochures to show me or compare prices with. She was more interested in putting a package together to meet my needs. I would return to this shop if I needed a tailored holiday.

The Co-operative Travel

94 Queensway
Score: 97%

This shop was immaculate, and the consultant was friendly, patient and enthusiastic. The layout of the agency made our consultation private, which I liked.

The consultant looked into every aspect of my holiday, including hotel transfers by mini bus. She printed out a review of the recommended hotel from Gazetteers.com, and showed me the details in the brochure.

She recommended British Airways flights and the Hotel Best Western Tigra, costing £883. She also quoted £38 for airport parking, and offered to book excursions.

The consultant dealt with the enquiry exceptionally well; she listened to my requests, acted on them and recommended various options.

I didn’t feel rushed into making a decision and I enjoyed my visit.

Thomson

86 Queensway
Score: 98%

I was immediately greeted by a consultant who asked lots of questions regarding my needs.

She gave me a Superbreak brochure, which contained information about Vienna, but not details about the hotel. She gave me two prices depending on which British Airways flight I chose. She quoted £317 for the Starlight Suiten Hotel, and £81.18 for a transfer.

She showed me details of excursions, offered to pre-book them and asked about parking at Heathrow. She also suggested staying at the Thistle Hotel before departure, and checked that the bus operated early in the morning to coincide with flight times.

Before leaving the shop, the consultant gave me the details in a travel planner, a brochure and business card, and asked if she should follow up the enquiry. She said that if I wanted to book, I didn’t have to come in and I could call her.

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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.

Watch our winning agents receiving the car on Elite Island Resorts’ TWacademy page…

Tips

• Research upcoming cultural events on the Vienna tourist office’s website at Wien.info.


• Suggest the Vienna Card for 18.50 Euros. It gives unlimited travel on public transport for 72 hours as well as discounts at attractions such as sights, cafes and restaurants, concerts and theatres. It can be pre-bought online at the tourist office’s website.


• Airlines that have direct flights to Vienna from the UK are BA and Austrian Airlines from Heathrow, and Easyjet and Aer Lingus from London Gatwick.


• Well done to the agents for suggesting airport hotels because of the London-centric flights. Once you take into account transfers, excursions, airport hotels and parking, there is plenty of scope to earn extra commission on city break bookings.


• For more information on hotels in Vienna, subscribe to Gazetteers.com.