ALL ABOUT YOU — MYSTERY SHOPPER
THIS WEEK’S WINNING AGENT
Davina Spooner media homeworker
Kwik Travel
87%
“I used to work at
Cruise.co.uk for three years, then I had a year out before returning toMidcounties, which owns Kwik Travel. Bali is becoming increasingly popular and I have had a couple of Bali enquiries recently, which prompted me to put together a blog on the destination.”
SCORINGSYSTEM 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!
The Co-operative Personal Travel Advisors
The website was bright, fresh and attractive. I was able to find a holiday in Bali relatively easily and went on to contact an agent, who was friendly, helpful and asked lots of questions. I was offered only one option, which was for 10 nights at the five-star Spa
48 •
travelweekly.co.uk — 22 January 2015
Village Resort on a full-board basis. I would have liked to have been given more than one quote, plus options for upgrades, insurance and airport parking. This agent sounded the most professional of the three and I would recommend their service.
The website was attractive and the phone number easy to find. The agent I spoke to was friendly, enthusiastic and patient. She seemed happy to talk to me and listened intently as I explained what I was looking for. The agent promised to email with recommendations and I soon received an email with six options. Four of the options were for 10-night holidays and ranged in price from £3,453 for the Grand Hyatt Bali to £3,915 for the InterContinental Bali Resort. The two seven-night options were for £3,325 for the Bali Spa Village resort and £3,380 for The Laguna. I thought all six options were good and the agent suggested lots of different types of accommodation, from resort-style hotels to retreats. The information sent to me by email was detailed
WINNER!
and included information on excursions, as well as photographs and flight details. I would have no hesitation in recommending this agent.
74% Independent Travel Experts
I was impressed with the website and thought it looked very professional. I found a phone number and spoke with an agent who passed me on to a colleague who was better able to help me with my enquiry. The second agent was friendly and eager to help. I was asked lots of questions and the
agent went on to recommend three 10-night options. The first was out of budget at £4,155 for the Spa Village Resort. I was also quoted £3,684 for the Puri Santrian and £3,628 for the Grand Aston Bali. I was offered three excursions and was encouraged to go ahead with the booking.
72%
MYSTERY SHOPPER
This Week: Homeworkers Wanted: A relaxing break in Bali
A couple would like a romantic break in Bali for a week to 10 nights in July or August. They want a four or five-star hotel with good spa facilities. Budget: £4,000. Verdict: The winner gave six suitable recommendations and was eager to please.
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