MYSTERY SHOPPER WIN MY BOOKING
ST NEOTS, CAMBRIDGESHIRE
WANTED: A couple want to visit the US East Coast for about two weeks, including five nights in New York, three nights in Boston and somewhere recommended by the agent. BUDGET: £6,500
WINNING AGENT
ASSISTANT RETAIL MANAGER JAY DOWSE
‘ VERDICT
None of the agents knew a great deal about US East Coast cities other than New York, but all pulled together itineraries that were within budget.
I have been at the branch since April.
Although this is my first role in the retail travel sector I gained a lot of my knowledge when
I was long-haul cabin crew a few years back. I love the travel industry, helping people create the perfect trip and really being part of their journey from the very beginning.
Thomson 40 HIGH STREET
The agent was enthusiastic but
recommended only one itinerary. I was given a quote of £4,802 for a Hayes & Jarvis itinerary taking in Philadelphia and Washington, in addition to New York and Boston, and flying with British Airways. The destinations and hotels matched my requirements but, despite trying hard, I couldn’t get the agent to recommend
any tours or excursions, and she seemed to have little knowledge of Washington and Philadelphia. I was also surprised
that no offer of a follow-up was made as the holiday was extremely complicated. Nevertheless, the agent was charming and I would be happy to recommend her.
72% THIS WEEK’S WINNER
62% SCORING SYSTEM
50% Advice and product knowledge
25% Customer service
15% External/internal appearance
10% Overall experience
TIME OUT
Any agency that keeps Mystery Shopper waiting without acknowledgement for 10 minutes will fail to score!
Wish You Were Here Travel
36 HIGH STREET At first I had the impression I was
spoiling the agent’s afternoon. Once she started to assist me she was efficient and enthusiastic, but did not ask for a budget or dates. I was recommended a
Kuoni trip, including stays in Philadelphia and Washington and an excursion to
Niagara Falls, flying with BA, for £4,619. The agent seemed to have excellent
knowledge of New York and the region and was prepared to do research.
58%
The Co-op Travel 37 HIGH STREET
I was acknowledged immediately by an enthusiastic agent. I was recommended one itinerary, but the details were sparse. It included visits to New York, Boston, Chicago and Toronto, and cost £4,758; I was told I could add car hire. The inclusion of Canada was an interesting
recommendation. The agent knew a lot about the New York area, but was unable to provide me with much information about the hotels.
40
travelweekly.co.uk 8 October 2015
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