Mystery Shopper: Family holiday to Malta

Image via Shutterstock

Location: Norwich, Norfolk
Wanted: A couple and their two children would like a 10-night holiday to Malta in August staying in a hotel by the beach.
Budget: £6,500

Premier Travel
15 Bedford Street

I was greeted immediately by an extremely friendly, enthusiastic and efficient agent. After asking pertinent questions to establish my needs, she suggested a few options. The best recommendation was a trip with Sunspot, costing £4,860, staying at the Paradise Bay Resort Hotel.

As the agent had been to the resort, she had excellent knowledge. I was offered airport parking and travel insurance. The agent asked whether I would like to book the holiday there and then, before handing me a brochure, hand-written details of my holiday and a business card. All in all, I could find little wrong with this agency.

Thomas Cook
14 London Street

I was acknowledged as soon as I walked through the door. The agent seemed keen to find me a holiday and offered me a break with Mercury Direct, staying at the San Antonio Hotel and Spa, where she had been, for £4,638. I was also offered add-ons including excursions.

I would have preferred to have been offered more than a single option, and a brochure wouldn’t have gone amiss.

94 Castle Mall Shopping Centre

I was acknowledged immediately and, despite being given a first-hand review of the recommended resort – the San Antonio Hotel and Spa – I would have liked more details about the holiday. The holiday cost £4,183 with Thomson. I was also offered alternative options, as well as travel insurance.

The shop felt impersonal due to its size and the agent also failed to provide me with a business card.

All of the agencies performed very well, but the winning agent was particularly thorough and had great knowledge.

Winning agent
Denise Knight, travel consultant

I previously enjoyed working in travel for many years with Thomas Cook. I took a long break when my son was born and now I am delighted to be working part-time for an independent agent.

We have lovely, very knowledgeable staff and great customers. It is a very busy branch and I’m enjoying booking various destinations worldwide.


Share article

View Comments

Jacobs Media Group is honoured to be the recipient of the 2020 Queen's Award for Enterprise.

The highest official awards for UK businesses since being established by royal warrant in 1965. Read more.