MYSTERY SHOPPER WIN MY BOOKING
BLUEWATER SHOPPING CENTRE, KENT
WANTED: A couple want to visit Florida in April next year, taking in Miami and Tampa Bay, and staying in decent hotels. They are also interested in activities. BUDGET: £6,000
WINNING AGENT
TRAVEL ADVISER REBECCA POPELEY
Thomson
I was acknowledged immediately by a smartly dressed member of staff and her colleague, who was being trained. Both were attentive, enthusiastic and professional. I was recommended a 10-night trip with JetSave for £5,194, flying with British Airways and staying
at the Dream South Beach, Grand Hyatt Tampa and Loews Don Cesar. The
‘
I started in travel in 2004 as cabin crew for Excel Airways,
then worked in a police control room before having my sons. But I knew that my heart was in travel, and have been at Thomson for the past three months. I absolutely love it. I feel it’s important to bring the holiday experience to life from the moment you introduce yourself to a customer. My colleague, Bethany Smith, was a great help with this quote.
quotation met my needs perfectly. I was also shown TripAdvisor ratings for the hotels, and advised about sightseeing
options, shopping, restaurants and bars in each location. I would recommend this agency based on the staff’s excellent customer service. Nothing about the
experience could have been improved. I even received a follow-up call – the only agency to do so.
96% THIS WEEK’S WINNER
VERDICT
The service at all three shops was very good. But while each suggested a suitable itinerary, none offered more than one recommendation, and one of the stores failed to provide brochures.
93% 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!
Virgin Holidays
The agent who greeted me was friendly and knowledgeable. The recommendation was a 10-night trip with Virgin Holidays, flying with Virgin Atlantic, staying at the Eden Roc Miami Beach and the Hyatt Regency Clearwater Beach Resort and
Spa. However, I was told that I would have to book my Tampa Bay accommodation direct. The trip was priced at £4,270,
excluding the two nights in Tampa. I was impressed by the agent’s service, although there were no brochures to take away.
78% Thomas Cook
The shop was clean but a little sparse, and the staff were smartly dressed. I
was quickly acknowledged by a friendly agent. I was recommended a 10-night
stay with Thomas Cook, split between the Grand Beach Hotel, Crowne Plaza
Tampa and The Resort at Longboat Key Club. The price was £4,914, flying with Virgin Atlantic. The agent had good
knowledge of the area and activities available, but I would have liked to have been offered a brochure.
46
travelweekly.co.uk 5 November 2015
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