ALL ABOUT YOU — MYSTERY SHOPPER
THIS WEEK’S WINNING AGENT
Jed Davies homeworker
75% Broadway Travel
“I’ve worked in the industry for 15 years, at Co-operative Travel and On The Beach. I’ve been at Broadway Travel for two years. Croatia is a popular destination, especially Dubrovnik, and Broadway has a lot of offers on Travelzoo to the city. I hope to go to Croatia soon myself.”
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 website was bright and colourful, and it was easy to find information about Croatia, particularly Dubrovnik. The company’s phone number was clearly visible and my call was answered quickly. The agent who assisted me didn’t seem overly enthusiastic at first but became more chatty and open as our conversation progressed. I was asked lots of questions and the agent seemed eager to meet my holiday requirements. I was told about three hotels in Dubrovnik – the Radisson Blu, Bellevue and Royal Palm – and was advised that the trip would cost about £2,400, including flights with easyJet. The agent offered advice on tours including a boat ride
WINNER!
and a wine-tasting trip. I didn’t receive a follow-up call but this agent best met my objectives.
Southall Travel 69%
I thought the website was attractive but I struggled to find anything about holidays in Croatia. The phone number was easy to locate and the agent I spoke to was friendly and helpful. The agent was knowledgeable and undertook research when needed. I was given two quotes. The first was
over-budget at £3,200 for the Royal Princess Hotel in Dubrovnik. The second was for £2,457 for seven nights’ B&B at the Dubrovnik Palace. Both quotes included flights with easyJet. My call was followed up by an email the following morning with details of the quote I had been given on the phone.
Fleetway Travel
The online search tool was easy to use and the website was smart. After locating the phone number, I called and spoke to a friendly and patient agent. The agent volunteered her first name but when I asked for a surname, she refused to give it. I was asked where I wanted to go and how long
44 •
travelweekly.co.uk — 29 January 2015
for, but not about my budget or what board I wanted. I was quoted £1,808 for a junior suite at the Falkensteiner in Punta Skala. The quote included flights from Stansted. I was advised that the agent could not book excursions. My contact details weren’t taken and no further details were sent to me.
62%
MYSTERY SHOPPER
This Week: Call centres Wanted: Croatian sunshine
A couple would like to travel to Croatia for a week in June or July. They are looking for a four or five-star hotel with good facilities. Budget: £2,500. Verdict: The winning agent found an under-budget holiday and offered advice on tours
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