ALL ABOUT YOU — MYSTERY SHOPPER
WINNER!
THISWEEK’S WINNING AGENT
Rebecca Cartwright manager
Thomson 191 COWBRIDGE ROAD EAST
“I’ve worked for Thomson for a little more than a year but I’ve been in the industry for 19 years. I did travel and tourism at college and a friend of mine was starting up an independent agency and I quite fancied doing that job. I love meeting people and every day brings a lot of variety.”
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!
I was greeted straightaway by a friendly and upbeat agent. She was extremely patient as I explained what I was looking for. I was asked lots of open-ended questions and I felt confident the agent would recommend the best options for me. I was given two quotes. The first was for £6,053 for a Highlights of Cuba tour with Hayes & Jarvis, staying in Havana, Cienfuegos and Trinidad. The second was for £4,398 for Titan’s Cuban Discovery tour, which included stays in Havana, Vinales and Cienfuegos as well as a day trip in Trinidad. I was given lots of materials to take away and the agent had good first-hand knowledge of the destination. She didn’t force a sale but warned that prices would
90%
change unless I left a deposit. The agent built up a good rapport with me and I would have felt confident about booking with her.
Cartwright Travel 23 HEOL Y DERI, RHIWBINA
89%
An agent welcomed me with a smile when I walked through the door of this clean and tidy agency. From start to finish the agent was extremely courteous and professional, listening carefully to what I wanted from my holiday. I was asked about my budget and the type of accommodation I
The Co-operative Travel 25WELLFIELD ROAD
I was acknowledged immediately and a friendly agent asked me to take a seat. The consultant seemed enthusiastic about my holiday and was very patient as I explained what I wanted. The agent found a suitable tour and contacted Thomas Cook to find out a bit more and to get prices.
48 •
travelweekly.co.uk — 9 October 2014
The tour was currently on stop-sell but the agent advised it would be back on sale in a few weeks. The agent said the tour would be perfect for me and that she would check regularly to see when it would be available to book. No other operators were contacted.
wanted, among other things. The agent recommended a Pearl of the Caribbean trip with Havanatour. It included stops in Havana, Trinidad and Cienfuegos, and cost £4,058 with flights with Virgin Atlantic. I felt like a valued customer and I wouldn’t hesitate recommending this agent.
51%
MYSTERY SHOPPER
This Week: Cardiff Wanted: A Cuban adventure in February
A couple want to visit Cuba in February for about two weeks. They’re happy to travel independently or as part of a tour but would like to see as much of the island as possible. Budget: £6,500. Verdict:The winning agent offered more than one option and ticked all the boxes
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