ALL ABOUT YOU — MYSTERY SHOPPER
WINNER!
THISWEEK’S WINNING AGENT
Marie Vaughan Personal travel advisor
Co-operative Personal Travel Advisors
CO-OPERATIVETRAVEL.CO.UK/ PERSONAL-TRAVEL-ADVISORS
“I’ve worked as a PTA for the past three years, before that I was with a ferry company and then Marks & Spencer. I didn’t have much travel experience and have built up my knowledge. I love trying to meet the needs of customers. They come first and I will always do my best for them.”
SCORING SYSTEM 50%
Advice and product knowledge
25% 15%
10%
TIME OUT
Customer service
External/internal appearance
Overall experience
Any agency that keeps Mystery Shopper waiting for 15 minutes without acknowledgement will fail to score!
Kwik Travel
KWIKTRAVEL.CO.UK
I thought the website could have been more inviting and I struggled to find any information through searching online. The phone number was easy to find and my call was answered quickly. The agent was upbeat and very enthusiastic. I was given quotes for more than 10 hotels with flights from
46 •
travelweekly.co.uk — 1 May 2014
either Heathrow or Birmingham. The email was quite confusing with some quotes including flights and others room-only. Some of the quotes might have been over budget with flights included. The agent made no attempt to close the deal and I felt they had limited knowledge about Berlin.
54%
The website wasn’t overly attractive but it was functional and worked well when searching for the holiday I wanted. The phone number was bold and stood out and the agent answered the call quickly. At first I thought she seemed quite quiet but as our chat went on she became more and more enthusiastic. The agent didn’t ask that many questions, but after we had a chat I was sent an email within 30 minutes with the details of my quote. I was quoted £716 staying at the Steigenberger Hotel with flights with easyJet. I couldn’t fault the agent’s knowledge of the city and I was given a full list of excursions with prices and things to see and do in Berlin. The agent spent a lot of time going through
80%
Hays Travel
HAYSTRAVEL.CO.UK
I was really impressed with the website, it was bright and the layout was appealing. The phone number was easy to find and my call was answered quickly by a friendly agent. I was emailed quotes for three hotels from East Midlands and Luton airports. The first was for Hotel Palace Berlin for £738 from East Midlands and £798
from Luton, the second was for the Savoy Hotel leading in at £630 from East Midlands and £658 from Luton and the third was for the Berlin Mark Hotel at £578 from East Midlands and £630 from Luton. I would have liked to have discussed some ideas in more detail and the agent could have had more knowledge about Berlin.
84%
my holiday and it was clear she was in no rush. I felt like real time and effort was taken to find an appropriate hotel.
MYSTERY SHOPPER
This Week: Homeworkers Wanted: A long weekend of culture in Berlin
A couple want to travel to Berlin for a long weekend in July, travelling on a Thursday and returning the following Monday. They want a hotel that is close to the main sights. Budget: £1,000. Verdict:The winning agent was helpful and did lots of research to help make my holiday a trip to remember.
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