p48-49 mystery jan23 20/1/09 17:06 Page 49
ttglive.com
mystery shopper knowledge
This week’s contenders: high street v internet v Teletext
The Co-operative Travel Thomas Cook Directline-holidays Holidayclick
81 Albion Street 99-103 Albion Street
directline-holidays.co.uk holidayclick.com
The office The branch was I selected this I selected this
looked well bright and website as it company using
maintained and welcoming. appeared on the ITV Teletext
the special offers I was asked first page of a and contacted
were attractive. only a few basic Google search. a consultant for
A consultant asked several questions such as travel dates, It was easy to navigate and assistance. They picked up
questions to establish what I destination and number of the terminology was easy to immediately but sounded
was looking for but expressed passengers, but the agent follow. It provided several mechanical on answering.
doubt that they would be able did keep me involved as they methods to search for holidays While the consultant offered
to find something within entered the information into and I was able to input lots of me the best price by £300,
my budget. However, they their search engine. Unfortu- detail about my requirements, the sales process felt rushed
did try their best to find a nately most options were including board basis and star and not enough questions
match. A self-catering option almost double my budget. rating. Unfortunately all the were asked about my accom-
was found, staying at the A family room was found at options were more than double modation needs. I was told it
Menekse hotel in Turkey, the Ozturk Apartments in the desired budget. No extras had a swimming pool and
but unfortunately for four Dalaman, but did not look were mentioned and I felt the kids facilities but would
people and with flights from inviting as a complex. The website should have offered a have preferred to have the
Manchester it was over total was over budget by telephone number as a means reassurance of seeing images
budget by £500. almost £650. of contact. before booking.
✔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: The Co-operative Travel
If my decision were based on price alone, I would choose
Holidayclick.com. However,
next
the rushed sales process did not convince me I was getting the best option. Directline-
week
holidays.co.uk was easy to use but didn’t offer the same personal service as the agents.
Thomas Cook was helpful, but Paul Mulholland at the Co-op spent longer with me and
went the extra mile. Paul went to the greatest lengths to find a good price, and his quote
Mystery Shopper goes
was also the next best after Holidayclick.com’s. The Co-op suggested 14 nights with
to Buckinghamshire
Thomson at the self-catering Menekse Hotel apartments in Marmaris, departing
Manchester airport on July 20 and costing £1,544 for four people.
New YNew Year, New Incentive..., New Incentive...
What better way to kick start 2009, than with an incentive just for you!
Valid for Butlins, Haven or
or why not
Warner Leisure Hotels
Earn £5 vouchern £5 voucher
bookings made in January.
for every 7 night booking and
DOUBLE your moneyDOUBLE your money
Warner Leisure Hotels weekend booking
for July and August bookings
For more information or to download a claims form visit
www.bourneleisuresales.co.uk or call 0871 230 1925
Terms and Conditions: This incentive applies to bookings made between 5 - 31 January 2009. To qualify for reward, it must be a confirmed 7 night Butlins, Haven or Warner Leisure Hotels booking or a Warner weekend (Fri-Mon)
booking for 2009. Complete a claims form to claim your High Street Vouchers. All claims forms must be received by close of business Tuesday 3 February and High Street Vouchers will be sent to you directly. Incentive is per
booking, per individual, not branch. No alternative will be provided. Bourne Leisure reserves the right to withdraw or change this incentive at any time without prior notice.
09-01-16 14.04.37
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