p44-45 mystery feb6 4/2/09 12:41 Page 45
ttglive.com
mystery shopper knowledge
This week’s contenders: high street v internet v newspaper advert
Thomas Cook Northampton Travel Flydeals Flight Centre
39 Princess Walk 12 Harborough Road
Flydeals.co.uk Sunday Express
The branch was A consultant I selected this I selected this
clean and tidy, instantly smiled website because advert because
and a consultant and asked if it promised it was the most
welcomed me they could be of cheap flights professional-
quickly and help. They took and an easy looking. I called
offered assistance. Throughout down all of my details and search. On clicking through, the number provided and a
the booking, the agent chatted kept me chatting as they the site was well laid out and friendly consultant introduced
to me and turned the monitor searched their system and not too cluttered. A quote themselves. While they were
towards me so that I could made a telephone call for a was provided that was well able to locate flights that
see all the details and feel quote. I was not shown their within budget. This was matched my needs perfectly,
involved in the process. They monitor as in the previous also discounted if booked I didn’t feel involved in the
enquired about budget and store, but the agent did immediately. Disappointingly sales process. The consultant
the specifics of my stopover, manage to update me it didn’t include a Fiji stopover was cheery, but long pauses
but did not push any extras. regularly on their progress. as the site’s search capabilities in the conversation as they
The agent was very cheery No extras were suggested but were limited and only quoted searched their system left
and kept their promise to I was encouraged to book for return flights or single me hanging on in silence.
call later with a quote when that day as I was told the tickets. However, a phone I was encouraged to book
the flight agency didn’t pick quote would only be valid number was displayed for users before Monday when the
up the phone. until Monday. requiring more assistance. offer lapsed.
✔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: Northampton Travel
I would have selected Northampton Travel for the price and service they
next
offered. I was quoted £1,552 for two people flying from Heathrow to
week
Auckland via Fiji with BA and Qantas, departing April 26 for a total of 28
days. While the service I received in Thomas Cook was also good, their
price was not as competitive and I had to wait a long time to get a quote.
Mystery Shopper goes
Anita Puller found
a competitive price
With
Flydeals.co.uk I was disappointed as I was not able to book the
to the south-west
on flights to New
Zealand
flights without contacting a representative first. Similarly, Flight Centre
was the most expensive and I didn’t feel involved in the booking process.
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