p42-43 mystery jan16 13/1/09 15:30 Page 43
ttglive.com
mystery shopper knowledge
This week’s contenders: high street v internet
Kuoni Trailfinders Abercrombie & Kent Bales Worldwide
184 Kensington High Street 194 Kensington High Street abercrombiekent.co.uk balesworldwide.com
The staff were I received I selected this This site was
happy to help an average sponsored link easy to navigate.
and provide welcome but as the informa- I filled in an
information the consultant tion provided on online enquiry
and costings. who offered the internet form which
A consultant asked several assistance appeared happy search suggested it could asked questions about budget,
questions to determine my to help. A few questions were offer a good match. I found specific interests and accom-
needs. They then referred to asked but not enough to an online enquiry form and modation type. I received a
brochures and the internet establish my needs so the entered details about my response within 30 minutes
to establish the best holiday, first suggestion was not needs, including travel dates, with a holiday suggestion
but did not take too long to suitable. A second suggestion trip duration and number of which, although over budget
research one. While a 14-night came almost within budget passengers, in response to its by £500, met all my other
all-inclusive package was but the agent took a long time limited questions. On submit- requests. Insurance, flight
found, it was over budget. to search and seemed unsure tal of the form, I was advised upgrades and transfers were
However, several extras of what they were doing. that a response would be sent also mentioned. The consultant
were mentioned, such as Tour itineraries were not dis- within two working days. sent a detailed itemised quote
excursions, and I was given cussed in any detail; instead I However, I did not receive any and I was impressed when
a business card and encour- was given a brochure to look at. feedback via email, post or I received two follow-up
aged to book. No extras were mentioned. telephone. telephone calls.
✔First impressions ✔First impressions ✔First impressions ✔First impressions
✔Sales process ✘ Sales process ✔Sales process ✔Sales process
✔Product match ✘ Product match ✘ Product match ✘ Product match
✘ Incentive to book ✘ Incentive to book ✘ Incentive to book ✔Incentive to book
This week’s winner: balesworldwide.com
I would have selected balesworldwide.com to book my holiday. It had the
next
best price for what was being offered and the itinerary was clear. Kuoni
week
came a close second as the agent was very professional and offered a good
package; however, it was significantly more expensive. I was disappointed
with the process at Trailfinders, while abercrombiekent.co.uk never
Mystery Shopper goes
Balesworldwide.com
offered the best deal
responded to my enquiry. The package offered through Bales included a
to Yorkshire
for a two-week tour
of Ecuador and the
14-night all-inclusive tour of Ecuador and the Galapagos Islands, departing
Galapagos Islands September 3, costing £5,590 for two adults.
16.01.2009 43
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