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Mystery Shopper: Yeovil travel agents tested on Malta

Brief: An older couple want to travel to Malta for a week of last-minute winter sun before the end of the year. They can be flexible on dates but want to fly locally.

Budget: £1,000.

Verdict: Thorough research and extras such as late check-out pushed Bath Travel into the lead.

Thomas Cook

Thomas Cook, Unit 3, Tesco Extra, Yeovil Unit 3, Tesco Extra
Score:
30%

This agent told me she could not give me a quote as prices change daily, and they had encountered problems when customers came back and the prices were different.

She didn’t question me further about my budget, or what I wanted in terms of a hotel or flight. She told me she had visited Malta a couple of times but did not volunteer advice or suggestions.

After searching the system she told me holidays were about £600-£800. She gave me a Thomson Winter Collection Brochure with a ‘rough’ price of £732 for the Waterfront Hotel, but didn’t check if the hotel suited me.

When I asked if I could book over the phone I was told yes, but not given a number.

First Choice

First Choice, 61 Middle Street, Yeovil 61 Middle Street
Score:
56%

The agent smiled when I entered but when I said I wanted to go to Malta she didn’t seem very enthusiastic. However, she checked which airport I wanted to fly from – Bournemouth – and searched her system.

She kept saying she couldn’t find anything, but eventually she came up with two quotes with Thomson, offering me a week from £524 at the Thomson Hotel Mellieha Bay and £702 at the Hotel Riu Seabank, both half-board, with Gatwick flights.

The agent didn’t ask much about what I wanted from the holiday and didn’t seem to have any knowledge of Malta. She gave me a brochure with the prices written on but did not attempt to close the sale.

Thomson

Thomson, 29 Middle Street, Yeovil29 Middle Street
Score:
79%

This agent was confident and friendly, and quickly explained I would not be able to fly locally as winter schedules were in place. She asked questions to establish my needs, but the system itself was rather slow and I was impressed by her patience.

As the first agent didn’t have knowledge of Malta she was joined by a colleague who did. We established I would like the beach and my husband architecture and history, so I was recommended Hotel Mellieha Bay, which is on the beach, plus car hire so we could explore.

She also gave me details for Fortina Hotel, Sliema. She added insurance, and gave me printed details, plus a Thomson Winter Collection brochure.

Bath Travel

Bath Travel, 10 Vicarage Walk, The Quedam Centre, Yeovil10 Vicarage Walk, The Quedam Centre
Score:
80%

Though slow to get started, there was no stopping this agent once they got going.

Despite the fact the agent knew there were no local flights available in winter, I was humoured when I asked if it would be possible to check. We settled on Gatwick and then went through all the flight times to determine which would enable me to get the best out of my holiday.

I was concerned about flying home late with nowhere to leave luggage, but the agent advised we could get a late hotel check-out and searched the system to see how much it would be.

I was given three quotes: the Riu Seabank for £666; the Fortina for £848; and the St Julian’s Bay Meridien for £1,038, all half-board.

The agent was thorough, researching reviews and quizzing a colleague to get the best information.

Brian Childs, travel consultant, Bath Travel, YeovilWinning agent: Brian Childs, travel consultant

“I’ve never been to Malta but I sell it every so often. Head office provides lots of training for us, so if you know you’re weak in one area you can learn more about it really easily. It keeps you on your toes!”

Tips: Selling Malta

  1. Malta has long been popular with the empty-nester market. English is an official language and the island has a balmy climate even in winter. There are sightseeing opportunities in Valletta, plus open-air markets, and an attractive waterfront.
  2. It’s not a pricey destination, with a pint of beer less than £2. A family of four can eat out for about £50. All-inclusive options are available for those who want to budget ahead.
  3. The capital, Valletta, and the fortified town of Mdina, are the island’s historical highlights. Sliema and St Julian’s are the main coastal resorts and offer shopping and, entertainment.
  4. Malta’s most popular beaches are Mellieha Bay, Ghajn Tuffieha and Golden Bay. Clear waters and an abundance of reefs, caves and wrecks make Malta popular with divers.
  5. For more information on Malta see features on page 47 or go to Gazetteers.com

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