MYSTERY SHOPPER WIN MY BOOKING
LOWESTOFT, SUFFOLK
WANTED: A couple want to spend 10 days exploring Ontario next April. They want to stay in Toronto and are keen to visit Niagara Falls, hiring a car to explore the area. BUDGET: £5,000
WINNING AGENT
TRAVEL CONSULTANT CLAIRE PREECE
‘
I’ve worked for Thomas Cook for nine years, but I’ve been in
travel for 27 years. I like that every day is different and that you never know who is going to walk in the door, and what they might want.
Thomas Cook 111 LONDON ROAD NORTH
I was acknowledged at once and greeted with a smile. The agent who assisted
me was friendly and enthusiastic about my request. She was thorough in her questioning and had good knowledge of the destination. I was given one recommendation through Thomas Cook Signature for £1,451 staying at the
Holiday Inn Toronto. I thought more of my budget could have been used to upgrade to a better hotel. Aside from that, the recommendation ticked all the boxes. I was quoted £217 for insurance and £452
VERDICT
The Mystery Shopper felt all the agents could have made better use of the budget, but was impressed by all three shops, and especially by the knowledge of the winning agent.
for car hire. The agent also gave me a list of excursions, including a trip to Niagara Falls, and said I could book them with her. I felt like a valued customer and would strongly recommend this agent.
91%
THIS WEEK’S WINNER
90% 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!
The Co-operative Travel
BEALES DEPARTMENT STORE, 141 LONDON ROAD NORTH
Nothing was too much trouble for the agent. I was asked lots of questions and she was meticulous in researching the
destination. I was given two quotes: £1,959 for the Comfort Hotel Downtown Toronto with Funway Holidays and £1,965 for the Chelsea Hotel with Gold Medal. The agent recommended hotel parking and insurance. We also discussed excursions.
84% Thomson 120 LONDON ROAD NORTH The consultants were having a meeting
at the rear of the shop but acknowledged me as soon as they saw me. The agent was friendly and interested in my
enquiry. I was quoted £2,099 to stay at the Bond Place Hotel in Toronto through Hayes & Jarvis. Insurance was
offered for £406. The agent missed the car hire aspect completely, despite my mentioning it a couple of times.
48
travelweekly.co.uk 29 October 2015
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