MYSTERY SHOPPER
The target
Burton-on-Trent,
Staff ordshire
Wanted
A trip on the Inca
Trail for a couple
in their 50s
Attempting the Inca
Trail can be a daunting
experience for any tourist.
It involves travelling to
a far-fl ung destination
that requires visas and
vaccinations. It’s an ideal
situation for a travel agent
to shine, by supplying
thorough information
and a sense of comfort
and security to a customer.
The agents in fi rst and
second place successfully
did this, providing a great
level of customer care.
However, it’s a real concern
that the mention of the trip
caused such consternation
in the other two agencies.
Peru is a common choice of
holiday destination and
panic or confusion is not
the sort of response any
client should have to
experience.
> See Destinations,
pages 43-48, for more
on Latin America
More Mystery Shopper at
www.travelweekly.co.uk/
mysteryshopper
40 | Travel Weekly | November 21 2008
Thomson
197 Station Street, Burton-On-Trent
53%
An agent smiled
and said hello. I told
her I wanted to do
the Inca Trail, but she didn’t know
where it was, so I had to tell her it
was in South America. She went in
the back and returned with the
Thomas Cook Fully Escorted Tours
brochure and another agent to help.
Both seemed unsure about the
destination, but did their best.
I queried the best time of year to
5TOP
TIPS
Tip 1
The Inca Trail can be wet
and dangerous. The best
time to go is during
the dry season – from
April to October.
Tip 2
Don’t try to book for
February as the trail is
closed for maintenance.
Tip 3
Don’t forget to pack a torch
– on the fi nal morning you’ll
make the ascent to the Gate
of the Sun before dawn.
Thomas Cook
13 Station Street, Burton-On-Trent
44%
When I told the agent
I wanted to go to
Peru, she stopped in
her tracks. She appeared to panic
and did not ask for any more details.
She looked on her computer and
gave me the names of two operators
that toured Peru, but that Thomas
Cook did not deal with one of them.
She mentioned the Thomas Cook
Signature brochure but could not
fi nd a copy. She showed me an out of
go and asked about the weather, and
they found and printed off climate
information for me, along with
health and vaccination details.
They had to read directly from the
brochure (which was a 2008 edition
for a 2009 holiday) and there was a
real lack of knowledge about the
destination, where it was and where
I’d fl y from. I was given a business
card and the brochure to take home,
but I would not choose to return.
Co-op Travel
17 Station Street, Burton-On-Trent
88%
I was served after
three minutes. The
agent searched the
system, explained visa and health
requirements, and advised me on
the best time to travel.
She told me which operator was
best and answered all my questions
in a calm manner. She showed me
the Thomas Cook Signature and
Kuoni brochures, and backed up
Tip 4
Visitors with limited
time can book Explore’s
nine-day Inca Trail
trek, running from
Saturday to Sunday so
you only need fi ve days
o ff w o r k .
date fi le copy, which she
photocopied at my request – though
this was of little use as it was
illegible. If she had looked at the
brochure rack she might have
spotted the Kuoni brochure – I did,
and helped myself. She ignored this
and continued directing me to the
out-of-date data. She did not off er me
a business card – I had to help
myself to one from her desk when
she wasn’t looking.
brochure information with details
from the computer system. She said
costs would vary depending on
hotel and excursion choices, but
gave me a guide of around £3,500.
She said she could personalise my
booking once I’d decided on dates
and gave me her business card. I
was struck by the lovely atmosphere
in the agency, created by the
friendly and helpful staff .
Tip 5
It’s often necessary to book
the Inca Trail six months
ahead. Footloose off ers the
Moonstone Sun Temple trek,
which also ends at Machu
Picchu, for those wishing to
travel at short notice.
www.travelweekly.co.uk
To view a Ceros magazine you need to have JavaScript enabled in your browser and have the flash player 8 or higher installed. To install the latest flash player, click the icon above, install the flash plugin and then click here to refresh this page.