Mystery shopper: Bury St Edmunds, a long weekend in Vienna

Mystery shopper: Bury St Edmunds, a long weekend in Vienna

Location: Bury St Edmunds, Suffolk
Wanted: A couple would like a long weekend in Vienna in November. They have never been to Austria and are open to suggestions on things to do and see.
Budget: £750 including excursions

14 Butter Market
I was greeted by both agents in the store, and offered a cup of tea. One agent took over my enquiry and seemed genuinely interested in my holiday. The first suggestion was with Super Break: a two-night break, flying with easyJet from Gatwick on November 10, staying at the Renaissance Wien Hotel, for £452. The second suggestion was also with Super Break, with accommodation at the Imperial Riding School Ranaissance Vienna Hotel, for £536. The friendly agent had not been to Vienna herself but consulted a colleague who had for advice. I was shown a list of excursions but was not rushed to book. I was sent a follow-up email.

Premier Travel
12 Butter Market
This tidy store was busy but I was acknowledged immediately by a smart agent who offered to take my details and get back to me. I was given brochures for Osprey Holidays and Super Break. The agent sent seven quotes, including one for three nights at the Hotel Zur Wiener Staatsoper at £743, flying from Gatwick on November 10 with easyJet. Although the agent didn’t try to close the sale, she provided a decent service.

Fred Olsen Travel
33 Brentgovel Street
When I entered, the closest agent did not look up but I was acknowledged by one at the back of the shop. I was offered two nights at the Imperial Riding School Renaissance Vienna Hotel with Super Break, flying with easyJet on November 10, for £536. The service was not overly friendly or enthusiastic, and the agent lacked knowledge of the destination. They wrote the details on a scrap of paper, which seemed rather unprofessional.

Winning agent

Ceri Monkman, manager, Thomson

“It’s great to win for the team. I wanted to find something for this couple within their budget. It didn’t faze me that I didn’t know the destination. You have to use the tools available and your personality!”


The winning agent showed the most enthusiasm and engagement with the mystery shopper about the weekend break.

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


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