A couple want to spend three weeks away, visiting Western Australia. They’d like to fly into Perth with a stopover, and then explore the Coral Coast. They like the idea of driving themselves and want to travel in October.
Budget: £8,000.
View Mystery Shopper: Gloucester agents tested on Western Australia in a larger map
Thomson
34 Eastgate Street
Score: 50%
I was acknowledged as soon as I entered the shop. The agent explained that her colleague was the expert on Australia, but that she wouldn’t be in until the next day, when the agent would pass my enquiry over.
She took notes, detailing my preferred destinations, timescale and budget. When questioned, she said the agency would use Austravel, and gave me a brochure. She took my details and said the agency would be in contact with me.
After two days I had heard nothing, so I rang the shop and spoke to the first agent, who told me I would receive an email in the next couple of days. After another four days I had still received no contact.
Thomas Cook
24 Eastgate Street
Score: 79%
This agent asked all the right questions and was very patient as the enquiry took a long time. The agent had lived in eastern Australia and knew more about that area than the west.
The phone call to Netflights, organising hotels in each destination, was lengthy, and I would have liked the opportunity to have had an input on which properties were chosen.
The agent knew I had other quotes and was set on undercutting these prices, offering the whole trip, including a Singapore stopover, for £6,202 inclusive of insurance, which was £319.
The shop lost marks because I was not made to feel part of the consultation. However, I would recommend this agency.
Flight Centre
20 Northgate Street
Score: 85%
This agent was friendly, enthusiastic and keen to complete the query effectively, saying I had come to the right place for an Australian holiday.
She rang Austravel to plan my itinerary, did her best to include me in the discussions and showed me some of the hotels on her computer. She offered a trip including stopover for £7,234, and was the only agent to include extra tours – a Singapore city tour and a Rottnest Island tour.
The service was good but the agency lost marks because of the desk layout, which made it very difficult to see the agent’s computer screen. The chairs were also very uncomfortable, particularly when sitting for a long time.
First Choice
2 St Michael’s Buildings, Eastgate Street
Score: 96%
This agent was enthusiastic without being pushy, and was keen to make the best use of our time without overloading us. She listened to our detailed request with patience. She mentioned flying Cathay Pacific with a stopover in Hong Kong, but recommended Emirates flights with a stopover in Dubai.
The agent, who had been to Australia, used an Austravel brochure to help us make informed decisions about our itinerary before ringing the operator. During the call she kept me in the loop, showing me pictures and enabling me to choose hotels.
She offered me a drink and built up a good rapport. She was also the only agent to mention tourist visas. The total cost quoted was £5,575, using Emirates, Austravel and Hayes & Jarvis. Excellent service.
Winning agent: Becky Faulkner, retail manager
“We only opened this store at the end of October, so this is brilliant news. I’ve been in travel since I left school – it’s a passion.”
Western Australia tips
- Perth, the gateway to Western Australia, is only a four-hour flight from Singapore. The city lies on the Swan river and on the coast, with many picture-perfect beaches.
- The area south of Perth is well suited to self-drive itineraries. Margaret River is known for its vineyards and artisan food producers, and there are beautiful forests and coastlines.
- The Coral Coast stretches north of Perth and attracts those who love marine wildlife and landscapes. Clients can swim with wild dolphins at Monkey Mia and
with whale sharks on Ningaloo Reef. - The north of Western Australia is very different. The vast wilderness of the Kimberley, home to soaring mountains and plunging canyons, is accessed from the beach city of Broome. Many guests stay on cattle stations.
- Find out more about in this week’s Western Australia feature, or subscribe to Gazetteers.com for resort and property listings and agent reviews