Mystery shopper: Wells and Wedmore, a Kenyan safari

Mystery shopper: Wells and Wedmore, a Kenyan safari

Location: Wells and Wedmore, Somerset
Wanted: A couple would like to go on their first safari in Kenya, and combine it with a beach holiday, for up to two weeks next March.
Budget: £10,000

Miles Morgan Travel
18 High Street, Wells

95%
The store was clean and well maintained. Agents were smartly dressed and I was approached within seconds, given a business card and had my details taken. The agent was enthusiastic and attentive. She offered a 12-day trip with British Airways flights from Heathrow on March 12 to Jomo Kenyatta in Nairobi. It included one night in Nairobi at Eka Hotel then a six-night Africa Pride tour visiting Samburu, Mount Kenya, Lake Nakuru and the Masai Mara. This was followed by a flight to Mombassa to spend five nights at the Leopard Beach Resort & Spa at Diani Beach. All transfers were included and the cost was £7,466. The agent had great knowledge and went through different aspects of the tour with me.

2J’s Travel
Coronation House, Wedmore

78%
The agency was clean, but cluttered. I was acknowledged straight away and given a business card. The agents were polite, friendly and knowledgeable, but had an appointment with someone else so I felt a bit rushed. The agent offered a 13-night holiday from March 12 flying with Kenya Airways, with a four-night safari at the Governors’ Camp and nine nights at the Baobab Beach Resort for £7,888. The agent found a suitable holiday, and gave me a Thomas Cook brochure.

Thomas Cook
8 High Street, Wells

45%
This agency was clean and tidy, but it was four minutes before I was greeted. The agent was polite but not particularly enthusiastic. I was given Thomas Cook Worldwide and Europe Escorted Tours brochures, plus a Kenya Airways brochure, but no prices or specific details. The agent did not do any research online or seem very knowledgeable. My details were taken and I was told I would be sent a quote by email the next day; nothing arrived.


Winning agent

Debbie Knapton, travel consultant

“Oh my goodness I am delighted! Every day it’s a pleasure to work with customers. I only started working here in June; before, I taught travel and tourism at Taunton College and also worked at Thomson for nine years.”


Verdict

The winning agent provided a detailed quote, had good destination knowledge and offered the best customer service. However, the agent didn’t maximise the budget.


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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