A couple want to spend a week in Taormina, Sicily, in June or July. They’d like to stay on a B&B basis in a central hotel with a nice pool area, and want an excursion to Mount Etna.
Budget: £1,500.
Verdict: The winning agent found a great holiday but also made the search enjoyable for the customer.
Double S Travel
Double S Travel118 Talbot Road
Score: 58%
Although the staff member in this rather cluttered agency was friendly and helpful, she admitted she had no knowledge of the area.
She asked a few basic questions and then rang an operator to get advice and quotes. This took a long time, and though she apologised for the delay, the quotes she gave weren’t quite suitable.
Through Typically Italian Holidays she offered the Vello D’Oro Art Hotel for £1,528, but this had no pool, and the Villa Diodoro, which was nearly £1,000 over budget at £2,452, both for June 27 departures.
She didn’t offer any extras or try to close the sale, except by giving me brochures, a hand-written quote and a business card.
Thomson
Thomson38 George Street
Score: 87%
The agent found an excellent deal, staying at the Thomson Hotel Villa Bianca/Principe for £1,349, flying out on July 10. However, she was initially not very enthusiastic, and seemed more concerned about asking whether I had received other quotes that she could price-match than looking for herself.
However, she got more involved as time went on, searching Thomson and Citalia to find the right deal. She couldn’t find an Etna excursion, but said I could book in resort. She gave me a brochure, a quote and her details.
The experience was spoilt by a very aggressive attempt to add on insurance, despite the fact I repeatedly explained I was already covered.
Thomas Cook
Thomas Cook72 George Street
Score: 87%
I was unable to get a full quote during my consultation here, as the agent’s computer system went down.
However, this was out of her control and I felt she dealt with it in a very professional manner, phoning me promptly after my visit to advise me of the cost of a week at the Bay Palace Hotel through Flexible Trips, which was £1,139, flying out on June 6.
I particularly liked the fact that the agent explained what she was doing while she was researching my holiday – I felt involved in the process.
She printed off a general description of the hotel, asked about insurance and took my details so she could contact me once her system started working again.
First Choice
First Choice65-67 George Street
Score: 98%
I had to wait for a couple of minutes when I first arrived, as the agent had a problem with her computer, but I was offered a drink and made to feel welcome.
She asked questions about my holiday, but in such a friendly and personal manner that it felt more like a conversation than a fact-finding exercise. We chatted with the other members of staff about different holiday locations while the computer system was working, and I felt comfortable and relaxed, as if I was talking to old friends.
The agent made every effort to find a holiday incorporating everything I had asked for, checking different options and then recommending the Hotel Ariston, which would cost £1,438 with Thomson, flying on July 3.
I was given a brochure and a full quote, including details on airport parking, and the agent’s details. She took mine, and asked if she could follow up with a call. I would definitely recommend this shop.
Winning agent: Emma Goodwin, assistant retail manager
“I’ll have worked in travel for 14 years next month, and always try to build up a good rapport with each customer”
Sicily tips
- The island of Sicily is the second most-popular Italian destination for British travellers, only beaten by Tuscany.
- It’s the largest island in the Mediterranean and has a rich heritage with influences from the Greeks, Spaniards, French and Arabs. There are historic sights, beautiful beaches and great food.
- Taormina sits high on a cliff, with stunning views, especially of nearby Mount Etna. Europe’s largest and most active volcano is a tourist draw and it isn’t considered dangerous.
- First Choice has added Sicily to its 2011 programme, Kirker has reintroduced the island and both Belleair and Sunvil are featuring new product this year. Choose from hotel stays, escorted tours and self-catering villas depending on your clients’ needs.
- For more on Sicily, this week’s ‘Italy with sizzle’ feature or subscribe to Gazetteers.com