Location: Sutton Coldfield, Birmingham
Wanted: A couple want a long weekend in Copenhagen in September. They have never been to the city before so would like sightseeing tips and excursion options.
Budget: £1,500

Co-operative Travel
Gracechurch Shopping Centre
All members of staff looked professional and I was greeted as soon as I entered the store. I then had my contact details taken and was given a business card. The agent was confident, methodical and very knowledgeable. I was offered three nights’ room-only at 71 Nyhavn Hotel in a double or executive twin room, flying with Scandinavian Airlines (SAS) from Birmingham on September 22 for £1,340. The hotel was centrally located and had excellent reviews. The price was within budget and I was given a list of excursions I could book at the time or a later date. I was also given insurance options and a printout of the quote. The agent had not visited the city but had great knowledge of the destination.

Sutton Travel
Mitchells, Weeford Road
I was acknowledged as soon as I entered and the agents looked smart and professional. The agent took my details and gave me a business card. I was emailed four B&B options, staying for three nights and flying from Birmingham with SAS on September 22. The hotels offered included the Savoy Hotel for £942 and the First Hotel Kong Frederik for £820. The agent was friendly but the options did not maximise my budget. They did not attempt to close the sale.

Broads Travel
50 Mere Green Road
The branch was well laid out and I was acknowledged straight away. The agent was polite but did not make me feel engaged in the process and didn’t take my details. They also had limited knowledge and computer issues during my visit. The agent quoted three nights’ B&B flying with SAS from Birmingham on September 22 staying at the Ascot Hotel for £1,489. I was given three other options. I would have liked a printout, rather than a handwritten quotes.

Winning agent

Vicky Dance, senior travel consultantmysteryshopper-2303

“I’m so pleased! I’ve worked in travel for 21 years. It is all about listening to the customer. If you do this you will, more often than not, get it right for them.”


The winner used her knowledge of the destination to provide a suitable quote within budget and options for excursions too.

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