The Winner

1. Read the information about 6 best agencies and decide which was awarded the highest number of points (1-st prize) and then down to the 6-th place. When the journalists gave points to the travel agencies they took into account:

- intelligence,

- enthusiasm,

- telephone manners,

- willingness to go an extra mile to provide top-rate service.

2. Choose the right conclusion for each agency:

A. A blip at the end, but the staff’s enthusiasm shone through. People would be happy to book with them. B. Friendly and efficient. C. Some may think their approach is a little heavy-handed, but we liked it. They knew what they were talking about and had a lot of ideas. D. Thorough research and a friendly approach, despite a lower score with Paris they were worthy winners. E. The agency is good, but not as good as its notices suggest. Perhaps if you are rich and famous, you get better treatment. F. A good approach. Staff listened carefully, asked right questions, they went away and found suitable opinions they have strong commitment to personal service

1. Carolyn lodge travel (Surrey)

Test one: these people know their stuff. The agent immediately advised our honeymooners against Sugar Beach. She was knowledgeable, thoughtful and cheerful, checking flights as she spoke. She sent brochures, quotes and a pleasant letter, then followed up with another telephone call and an e-mail.

10/ ____

Test two: on Brazil, the agent listened to us and asked the right questions, then phoned back with honest information about the options. She warned about the rain in June. She suggested spending time in Salvador (a good idea) and also advised the Praia do Forte. However, she wrongly suggested that this would cost at least ₤ 2,500 for a fortnight (others quoted ₤ 1, 800).

10/ ____

Test three: they came up with the Paris fare on the spot - ₤ 119.60.

5/ ___

Conclusion: _________

Total score: _25/______.

2. Blair travel & leisure (London)

Test one: Andrew Blair, a high-profile travel agent recommended by lords, ladies, actors and television personalities, took the journalists’ call about Mauritius and immediately congratulated honeymooners. He was charming, quick-witted, giving flight details, informing about the winds east coast and talking animatedly about the local culture. This was followed by a letter and brochure, backed up a few days later by a detailed itinerary. Just one problem: the only price quoted was for Sugar Beach, on the ‘wrong’ coast.

10/ ___

Test two: another member of the stuff answered about Brazil. She offered to send the brochures. Her advice was confusing. The brochures, when they came, were excellent, but there was no accompanying note.

10/___

Test three: Blair Travel found one of the cheapest fares to Paris –

₤ 96.60, but it charges a ₤ 15 booking fee.

5/ ____

Conclusion: _________

Total score: __25/____