ALL ABOUT YOU — MYSTERY SHOPPER
WINNER!
THIS WEEK’S WINNING AGENT
Lora Bolton senior travel consultant
Bailey’s Travel 28 WATERBORNEWALK, LEIGHTON BUZZARD 90%
“I’ve never been to Ibiza but I’ve picked up a lot through feedback from customers I’ve sent there. I know which areas couples should go to if they want to avoid the party side of the island. I used to work at Kuoni and I do a lot of Ibiza bookings.”
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!
The Co-operative Travel 94 QUEENSWAY, BLETCHLEY
My first impressions of the shop weren’t great because there was paint peeling off the signage and it looked in need of a makeover. Inside, however, the agency was clean and tidy. I had to wait a couple of minutes before being offered help by an agent. The consultant was friendly, but not
48 •
travelweekly.co.uk — 26 March 2015
particularly enthusiastic, and it felt as if we were going through the motions a little. I was quoted £1,173 to stay at the Invisa Hotel La Cala in Santa Eulalia. I would have liked the agent to have been more excited about my holiday, so that I would have felt less inclined to book elsewhere.
62%
The shop was immaculate and the staff extremely smart. A friendly and helpful agent greeted me straight away. We built up a good rapport and the agent seemed genuinely interested in my holiday. I was impressed by her knowledge about Ibiza and the areas of the island. We had a long chat and the agent managed to find out exactly what I was looking for before recommending two options through Classic Collection. The first was for £2,642, staying at the Grand Palladium Palace. The second was for £3,276 – slightly over-budget – for the Aguas de Ibiza. Both packages included British Airways flights from Gatwick. The agent’s knowledge was impressive. Her upselling attempts would have paid
79% Thomson 16WATERBORNEWALK, LEIGHTON BUZZARD
A friendly agent welcomed me straight away but I instantly felt as if I was being rushed. The agent was the only person on the shopfloor and understandably seemed busy because we rattled through my requirements. The first quote I was given was for £1,350,
staying at the Palladium Cala Llonga. The second was for £1,518 at the Catalonia Ses Estaques. Both options were adult-only and away from the nightlife, and both included Monarch flights from Luton. The agent offered insurance, car hire and excursions.
off because I would have gone for the higher priced option. I was told availability was limited and encouraged to book.
MYSTERY SHOPPER
This Week: Leighton Buzzard and Bletchley Wanted: A relaxing break in Ibiza
A couple would like to spend a week in Ibiza this July. They want to stay somewhere away from the crazy nightlife. Budget: £3,000. Verdict:The winning agent was extremely knowledgeable and eager to recommend the perfect holiday.
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