MYSTERY SHOPPER WIN MY BOOKING
HOMEWORKERS
WANTED: A couple plan to go on holiday with their toddler for the first time and would like to go to the Canaries in October. They are looking for a child-friendly hotel. BUDGET: £5,000
WINNING AGENT
PERSONAL TRAVEL CONSULTANT LYNN KING
‘ VERDICT
All of the agents made good recommendations, but the winner’s knowledge was particularly impressive.
I have worked for Hays Travel for 11
years, and have been in travel for 15 years. I love my job and get a buzz from finding
customers their perfect holiday. I enjoy travelling myself, which really helps me to source the best holidays for customers based on my own experience, whether it is long-haul, cruise, ski or short-haul.”
Hays Travel
HAYSTRAVEL.CO.UK
I was able to find information on a suitable holiday on the website and my call was answered after two rings by a friendly agent. I was recommended an 11-night
package with Thomas Cook for £2,590 for all of us, staying full-board at the
Sheraton Fuerteventura. After discussing several possibilities, I felt certain this holiday would be ideal. The agent was knowledgeable and made suggestions without having to look things up. I wasn’t offered any additional products and there was some loud talking in the background, but I appreciated touches such as the agent reassuring me that travelling with a toddler wasn’t daunting, and telling me it was a quiet destination.
91%
THIS WEEK’S WINNER
78% Co-operative Personal Travel Advisors SCORING SYSTEM
50% Advice and product knowledge
25% Customer service 15% Website appearance 10% Overall experience
TIME OUT
Any agency that keeps Mystery Shopper waiting on the phone for 10 minutes will fail to score!
CO-OPERATIVETRAVEL.CO.UK/ PERSONAL-TRAVEL-ADVISORS
The homepage was informative and my call was answered after three rings. The agent didn’t make any suggestions, opting to come back to me after researching my criteria. I was recommended seven nights’ all-inclusive at the Rocca Nivaria for
£3,097, as well as a stay at the Bahia Del Duque for £4,091. I felt this service was less personal than the other agents’, as the information was sent by email.
Kwik Travel
KWIKTRAVEL.CO.UK
The website was colourful and upbeat, and the information I found was good.
However, I had to wait 22 minutes for my call to be answered. The agent was eager to help and suggested seven nights’
self-catering at the Elba Carlota Beach Resort in Fuerteventura for £1,846. The agent took careful account of my needs and gave personal recommendations. I felt like a valued customer, but the wait-time was too long.
TIME OUT
54
travelweekly.co.uk 11 February 2016
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