Brief: The customer wants an agent’s help to book an Asia-Australia-US round-the-world ticket. They’d like as much flexibility as possible and could also be tempted to book some accommodation, tours and a working visa.
Budget: £1,500.
Verdict: The STA agents extensive knowledge and friendly manner was outstanding and enabled her to pip a very professional service provided by the Flight Centre store.
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Thomas Cook
15-17 Gordon Street
Score: 42%
This inexperienced agent was very keen to help, and had a warm and welcoming manner. However, she lacked the necessary knowledge to deal with my enquiry. She took down details of what I was looking for, but didn’t even know what number to ring to get a price for my flights without consulting another member of staff. I was looking for guidance as to when the best-value fares were available but was not offered any.
The price I was quoted was very high: £1,785, flying with British Airways and Qantas. I wasn’t given any documentation and the agent didn’t try to add anything to the package. She also seemed very hesitant about trying to close the deal.
Trailfinders
254-258 Sauchiehall Street
Score: 63%
The agent here asked questions regarding my destination and planned stops, but she didn’t delve much deeper and I had to volunteer other information. Her knowledge seemed solid, but as she didn’t seem keen to discuss aspects other than flights it was a little hard to gauge.
Though the customer experience was lacking, my needs were met well in terms of the right flights at the right cost – for £1,435, with Qantas, I could fly London-Bangkok, Bangkok-Sydney, Melbourne-LA, New York-London departing in late January and returning in late July.
I was given a business card and a verbal price to take away. But the agent did not take my details, attempt to add any extras to the package or try to close the sale.
Flight Centre
20 Gordon Street
Score: 86%
Friendly, patient and with good listening skills, the agent here obtained all the details of my travel through concise questioning and discussion. She was very professional and I was impressed how quickly she was able to produce an itinerary, with flights, time and prices broken down clearly.
The total air fare, with British Airways and Qantas, was £1,536, and the agent recommended the Siam City Hotel in Bangkok for my first few nights, although I wasn’t quoted a price for this.
I was given a phone number in Ireland to call for help with an Australian working visa and handed a brochure of Australian tours. I felt I was wanted as a customer here, and everything was very professional and well organised.
STA Travel
Unit 5 Alec House, 122 George Street
Score: 94%
This agent could not have been more friendly and enthusiastic – I felt like I was talking to a friend. All plans and options were discussed, and the agent helped me expand on the ideas I had. She had incredible product knowledge, and discussed flights, accommodation, budget, excursions, activities, insurance and even sports with me.
I was offered flights with British Airways and Qantas travelling London-Bangkok, Singapore-Sydney, Sydney-Christchurch, Auckland-LA, New York-London for £1,540. The agent suggested the Trang Hotel in Bangkok at £35 a night, and recommended tours in Australia and New Zealand.
I was given brochures to take away and emailed a quote, and the agent even invited me back to an event the shop was holding to promote Australia. I have recommended this agency to others.
Winning agent: Fiona Pollock, cover manager
“Before I started working here I travelled for a year. Because I’ve done it myself and we sell a lot of round-the-world trips, it’s quite easy for me to help people pull all the bits and pieces together.”
Tips: Top 5 tips for selling flights
Most round-the-world trips take in Australia and/or New Zealand, and include a variety of stop-offs, including Asia, Africa and the Americas.
If the client has time, it makes sense to incorporate some overland travel into the itinerary; for example, flying into Bangkok and out of Singapore, or into LA and out of New York.
If timings are flexible, clients can often get the best fares by leaving the UK between April and June. Fares tend to be higher at Easter and in July, August, December and January. Consider the climate in their destinations too.
Suggest booking transport passes and small-group adventures at each destination. This will help your customer make the most of their trip and maximise your commission.
Even if clients want to be really independent, recommend you book them at least their first night’s accommodation.