p42-43 mystery jan30 28/1/09 13:57 Page 43
ttglive.com
mystery shopper knowledge
This week’s contenders: high street v internet
The Turquoise Holiday Co Traveltime
Beachcomber Tours Kuoni
37-39 London End 184 Maxwell Road
beachcombertours.co.uk kuoni.co.uk
After entering Both consult- This was a The website’s
the agency, I was ants were busy colourful web- design was clear
acknowledged with other site providing and simple to
in a friendly customers on good resort use. Booking
manner by an my arrival but I information but was made diffi-
approachable agent. They was not acknowledged in any required the user to contact a cult by not being able to
enquired about my travel form. The agent who eventu- sales rep to book. My call search by budget. I called a rep
plans in detail, asking lots ally helped me was friendly was answered promptly by who put me on hold several
of questions, including my and chatty but I had to a friendly agent. I was asked times throughout the sales
budget. Insurance was also prompt them with my travel enough questions to cover my process. However, they sug-
mentioned as an extra. The requirements as they seemed main requirements but I felt gested several options, includ-
only negative was that the more preoccupied discussing more could have been asked. ing a few nights at the more
quote was not provided there their own experiences of My options were also limited expensive Labriz hotel on Sil-
and then as I was told I had the Seychelles. I was given to only one resort, which was houette Island for its Padi dive
to wait for an email. However, brochures to take away but half-board, not all-inclusive. school, and offsetting the cost
this arrived the same day and no attempt was made to However, a January discount with a cheaper hotel for the
I would have gladly booked it search for a suitable package made the price fall within remaining nights. It sounded
as it met my needs and came for me, despite my prompts budget and I was told diving perfect but was over-budget by
within budget. for a quote. and watersports were available. £700. I was encouraged to book.
✔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 Turquoise Holiday Company
Traveltime did not put themselves out to help or suggest options. While
next
Beachcombertours.co.uk and
Kuoni.co.uk websites were attractive and
week
the representatives were helpful, Beachcomber’s lack of options and Kuoni’s
price would have deterred me from booking. The Turquoise Holiday
Company, however, provided a good service and package and would have
Mystery Shopper goes
Stuart Matthews
from The Turquoise
secured my booking. With Creole Holidays, Stuart offered 14 nights at
to the Midlands
Holiday Company
£7,395 for two adults. This included six at the Lemuria Resort on Praslin
and six at the Banyan Tree Resort on Mahe, with overnight return flights.
Could you be the next Master Agent?
Test your knowledge and be entered to win a free stay
at the Secrets or Dreams Resort & Spa of your choice.
www.ttglive.com/secretsanddreams
TTGk secrets,dreams strip.indd 1 11/11/08 4:33:07 PM
30.01.2009 43
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