Brief: A couple would like to go away over Christmas for a week of sunshine, but don’t know which destination to head for. They’d consider short or long haul, and want a hotel that will have Christmas celebrations.
Budget: £2,000.
Verdict: The winner asked lots of questions and took into account all Mystery Shopper’s requests.
Utopia Travel
83 Station Lane
Score: 58%
This shop was rather unattractive-looking and cluttered, but I was greeted by an agent who asked a few questions to establish what I wanted.
She seemed very knowledgeable about what she offered – the Hotel Fañabé Costa Sur and the Oasis La Niña, both in Costa Adeje, Tenerife, for £1,610 half-board and £1,830 all-inclusive respectively – but I felt I was being steered towards Tenerife in a rather restrictive way.
I was given brochures from Thomson and Cosmos and a written quote with contact details, and the agent asked if I would book today and took my details when I didn’t. I would have liked more destination options and a little more enthusiasm.
First Choice
150 High Street
Score: 70%
The agent in this immaculate shop was very friendly and enthusiastic, and kept conversation flowing and showed me brochures while her computer ran very slowly.
She asked comprehensive questions about what I wanted and seemed relatively knowledgeable about destinations, though had to check climate details of different areas of the world with a colleague.
Her computer system then stopped working entirely, so she showed me Thomson’s Faraway Shores and Egypt, Morocco & Tunisia brochures, and suggested I return another time or that she call me with some options.
I felt the agent dealt well with the technical hitches that weren’t her fault, but I was still left with no concrete quotes or detailed hotel information.
Thomas Cook
138 High Street
Score: 74%
This agent was friendly and polite, but didn’t seem very enthusiastic, and didn’t try to get me excited about the options available. However, she had quite a bit of destination and resort knowledge, and did additional research enabling her to make good suggestions.
I was given two quotes: one week’s B&B at the Ronil Beach in Baga Beach, Goa, for £1,960; and all-inclusive at the Melia Sharm in Shark’s Bay, Egypt, for £1,786. I was given a printed quote with details of insurance, plus a brochure and details of flight times.
The results here were great, but the process was a little slow and painful, with a faulty phone system and an agent who lacked enthusiasm.
Thomson
147 High Street
Score: 84%
This store was very well presented and easy to navigate, with professional-looking window displays and a wide selection of brochures.
The agent asked a comprehensive list of questions to understand what I was looking for. She had a high level of destination knowledge. We discussed options and she gave her opinion on why she thought the Sofitel Taba Heights – which she offered for £1,832 all-inclusive through Thomson, with insurance – would suit us perfectly.
It didn’t feel like she was talking from a brochure and she was very enthusiastic and helpful, seeming determined to find me the perfect holiday. I was given a printed quote and a brochure, and the agent indicated the section detailing the Christmas gala dinner in the hotel.
I was offered an additional discount to book that day, and she took my details to follow up with a phone call. The only improvement would have been more options.
Winning agent: Becky Lanagan, travel adviser
“I’ve just got back from my first visit to Egypt. We stayed in the Coral Sea Resort in Sharm el-Sheikh, which was lovely. We went out on a speedboat and went snorkelling. I’d definitely go back.”
Tips: Selling Christmas breaks
More than three million Brits go abroad over Christmas, so it’s definitely a market worth tapping into. Even those who don’t want to leave the country could be persuaded to book a UK getaway.
Beach locations are popular. Short-haul travellers looking for a bargain should consider the Canaries and Red Sea resorts.
For a more exotic Christmas further afield, popular choices include the Caribbean, Thailand, Goa, Sri Lanka, and Dubai.
If clients aren’t sun worshippers, consider a snowy break to Lapland, a shopping trip to New York or a holiday visiting one of Europe’s Christmas Markets – there are options in Germany, Austria and Belgium.
Remind clients not to put wrapped gifts in hand luggage – they may be opened by security and spoil the surprise on Christmas morning.