MYSTERY SHOPPER WIN MY BOOKING
DURHAM
WANTED: A couple would like a sunny holiday for 10 days or two weeks in India in February, preferably flying from Manchester. BUDGET: £2,500
WINNING AGENT
TRAVEL RETAIL APPRENTICE RACHAEL CARNEY
Thomas Cook 24/25 MARKET PLACE
I was welcomed as I entered the
well-presented and tidy shop. The agent asked me open-ended questions about my ideal holiday and I was asked about the type of accommodation I liked. I
‘
I’m really pleased to be named as the winner of Mystery
Shopper. I have been an apprentice for almost two years and always try to help every customer as best as I possibly can.
VERDICT
The winning agent’s attitude and willingness to research options was excellent, and she found the most suitable holiday.
was recommended a 14-night stay in Goa departing on February 10 from Manchester airport. This was from the Airtours Far & Away brochure, staying at the Santiago Hotel and Baga Beach all-inclusive resort, for £2,206. The agent was friendly and helpful and, although she had not visited the destination, she used multiple resources to help illustrate my holiday. The service was excellent and the travel agent established a great rapport with me.
97%
THIS WEEK’S WINNER
92% 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 1-4 NORTH ROAD
All the agents were smartly dressed in Hays Travel uniforms. A friendly and positive consultant recommended a 14-day stay at Silver Sands Holiday
Village in Goa, staying in a double room with balcony for £2,252, flying with Thomson Airways from Manchester on February 8. The agent suggested I
consider upgrading my hotel to a higher star rating and offered me examples of half-board and all-inclusive too.
52%
Flight Centre 26 HIGH STREET
This shop was clean and tidy, and all the employees well presented. A friendly agent asked me questions about my
holiday plans. However, no holiday was offered as the agent was unable to source one close to my budget. I was
asked to return to the shop to give them time to look for a better deal. Upon my
return, the options were still overbudget by £1,000. The agent suggested I take up an offer from a rival agency.
50
travelweekly.co.uk 5 January 2017
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