Mystery Shopper: Dundee travel agents sell the Italian Lakes

This week’s brief: Mystery Shopper was looking for a coach tour around the Italian Lakes for an older relative. They wanted to go for a week to 10 days and the budget was around £1,200. They want the coach to be as comfortable as possible.

Verdict: All agencies should have been able to deal with this enquiry. However, Thomas Cook and Thomson let themselves down on customer service, while a bit more enthusiasm could have got Barrhead an even higher score.

Thomas Cook

22 City Square
Score: 22%

A consultant greeted me and took me to be seated with a colleague. The shop wasn’t spacious and I felt I sat too close to customers, overhearing their conversations.

The consultant asked for my contact details and when I seemed reluctant to provide my email address, she said they wouldn’t use it but they would get points if I gave it to her, which I then did. I found the admission of points unprofessional.

The agent made some phone calls but, more than once, pressed the wrong option and had to start again.

The final quote she came up with was over budget with unsuitable departure locations – it was £1,660 for a Magic of the Italian Lakes tour with Cosmos Tourama and easyJet.

The consultant needed assistance from one of her colleagues on more than one occasion.

Thomson

Unit 16, Overgate Centre
Score: 58%

There was a noisy atmosphere in this agency because of different bits of music being played across the shop, partly caused by calls on speaker phone on hold.

This shop had a fundamental problem in that its computer system was not working. However, despite having brochures containing the relevant product, the consultant did not spend time trying to manually go through any options with me.

The consultant was friendly and relatively enthusiastic, and she clearly had some product knowledge as she gave me a Cosmos Tourama brochure. She took my details and offered to follow up on the enquiry, but I had not heard anything by the following morning.

The shop had plenty of room and the window displays were clear and professional-looking. All the staff looked smart in a company uniform.

Ramsay World Travel

14 Crichton Street
Score: 61%

This shop wasn’t particularly attractive as the posters and materials looked of poor quality, the window was packed with offers, and the seating was very tight.

I was acknowledged quickly and the agent got up to help me find a chair, taken from another desk. During the consultation, the agent smiled a lot and made me feel relaxed.

I was asked about my requirements and the consultant tried to meet them fully, suggesting alternatives where first choices weren’t available. However, she didn’t explore what facilities I required in details.

The quote of £959 for a Cosmos Tourama holiday was given to me on a scrappy form, with no print-out of details or photos. Although the shop lost points for appearance, the advice and manner of the consultant was as good as anywhere else.

Barrhead Travel

94 High Street
Score: 80%

The staff in this branch don’t wear uniforms, but name badges would have been good. The layout of the shop was impressive, feeling light and airy. Customers have to walk past the staff to get to the brochure section.

I was immediately acknowledged by a few consultants who were not occupied, but sitting waiting for customers. The consultant who served me was professional, but I would not describe her as particularly warm, friendly or enthusiastic. 

I was quoted £1,079 to Lake Garda or £1,009 to Lake Maggiore with Whytes Luxury Coach Holidays. I was given colour print-outs showing all relevant photos and details.

I would have liked a couple of alternatives and to have been talked through the requirements further.

However, this agent was the only consultant who found me the exact holiday I asked for, scoring best on product knowledge, appearance and overall experience.

Tips: Selling coach tours

1. As well as national brands such as Shearings and Cosmos Tourama, there are many regional coach tour operators. Whytes, the company mentioned by the Barrhead consultant, said it carries customers mostly from northeast Scotland.


2. When researching a coach holiday, check the amount of time in the final destination and let the customer know the travelling time. On a Whytes trip from Aberdeen to the Italian Lakes, passengers will travel for three days each way, including overnight ferry.


3. Most operators offer a free ‘door-to-door’ pick-up and drop-off service. Some, such as Grand UK Holidays, also offer tours especially for solo travellers with no single supplements.


4. Modern coaches are spacious and have air-conditioning, DVD players, toilet facilities and offer refreshments. Most coach operators have deluxe brands, with even better facilities, so always consider upselling. 


5. For more information about coach holidays to Italy, visit www.gazetteers.com.