MYSTERY SHOPPER WIN MY BOOKING
HOMEWORKERS
WANTED: A romantic three-night getaway in Paris. The couple want to travel on a Friday in February. BUDGET: £2,000
WINNING AGENT
PERSONAL TRAVEL AGENT MATTHEWRUTH
Kwik Travel The website was attractive and easy to
use. The company’s phone number wasn’t hard to find and my call was answered quickly. The agent indicated almost
straightaway that he wasn’t a Paris expert, but he was enthusiastic. I was asked lots of questions and he told me to expect an email with a recommendation later that day. One of his colleagues, Julie
‘
I work for Midcounties but I take calls from Kwik Travel. I’ve been
in travel for 25 years and I mainly specialise in beach breaks. I will pass a query over to one of my colleagues if I know they have better knowledge of the destination and product – that’s what I did in this instance.
VERDICT
The winning agent drew on a colleague’s knowledge to help with the query and managed to tick all the boxes with just a single quote.
Hill, followed up with a quote for £1,847 to stay at Le Royal Monceau Raffles
Paris. The trip also included a night at the Radisson Blu Edwardian in London before the trip and Premier seats on Eurostar. I was given a range of 10
excursions to book. Although I would have liked a second option, I thought the team approach to my booking worked well.
80% THIS WEEK’S WINNER
78% 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!
Hays Travel The website was informative and
it was easy to find a phone number. The agent who answered was friendly and, after asking lots of questions, provided three quotes: £1,449 for the Sofitel
Paris Arc de Triomphe, £1,496 for the Champs Elysées Plaza and £733 for the Mercure Paris Arc de Triomphe Etoile. All three packages included flights with easyJet. It was great to be given three
recommendations but I would have liked more information about the hotels.
57%
Co-op Personal Travel Advisors
This website was my favourite of the three – it was bright, clear and looked
professional, with good use of imagery. The agent was friendly but not overly enthusiastic. He followed up our chat with an email later that day, and again the following week, with a list of suggested hotels and excursions. The details were brief and he gave no prices, other than to say the hotels recommended were underbudget. I was also told I would be able to afford upgraded seats on Eurostar.
42
travelweekly.co.uk 12 November 2015
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