News

Mystery shopper: A last minute weekend in Munich

Location:Hereford
Wanted: A couple want a last-minute long weekend trip to Munich in December to experience the Christmas markets, flying from Birmingham or Cardiff.
Budget: £900

Thomson
6 High Street
74%

I was not acknowledged straight away but a friendly and polite agent did approach me before too long. I was recommended a holiday flying from Birmingham to Munich, staying at the Creatif Hotel Elephant for three nights from December 16. This was from a SuperBreak brochure and cost a totalof £884. No airline was mentioned.The agent was fully engaged with my enquiry and was really helpful. I felt more questions could have been asked about my budget and room requirements, but the agent was upbeat and had some knowledge about the destination,and also made sure the proposedflight was from a nearby airport.

DK Travel
69 COMMERCIAL ROAD
27%

The shop frontage was in need of updating and the inside was jumbled with poor lighting. I was acknowledged after a brief wait while the solitary agent dealt with a phone call. The agent was friendly and seemed happy. I was given brochures for Leger Holidays and Newmarket Holidays but no package was recommended and no attempt was made to secure my booking. Theagent seemed content just to sendme on my way with the brochures.

Thomas Cook
53/54 Commercial Street
18%

I felt like I wasn’t wanted in this store. There was very poor engagement from the agent who dealt with my enquiry. We stood during the short conversation as I was not invited to sit at their desk. I was given brochures for Leger Holidays and Newmarket Holidays as the agent assumed I wanted a coach trip. No costs were given, no research done and no recommendations made, and the agent did not ask for my contact details. On the upside, the shop was relatively smart.

 


 

Winning agent

Amy ford, travel advisor

“I have been with the company since March 2015 and always aim to get to know the customer and make sure they feel welcome in the store.”

 


 

Verdict

The winning agent gave a good standard of service, but the other two shops showed a distinct lack of interest in securing a booking.


Elite resorts caribbean

Top-scoring agent each month will win use of a car for 10 days.

The winning agent must be at least 25, for insurance reasons. Winners under 25 will win a week’s all-inclusive holiday at an Elite Islands Resorts property. The prize is non-transferable and the car must be driven only by the winning agent. The winner must not have any serious driving convictions. Elite Island Resorts will endeavour to supply the car to the agency but reserves the right to request the winning agent to collect and return the car from Essex or a central location

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.