p42-43 MS 10/2/09 12:20 Page 43
ttglive.com
mystery shopper knowledge
This week’s contenders: high street v internet
Thomson Thomas Cook Kenwoodtravel Dreamdubai
212 High Street 159 High Street
Kenwoodtravel.com Dreamdubai.com
I was quickly All of the The site was clear The website
acknowledged consultants and the booking displayed nice
and made to feel were busy so process was also pictures, useful
like a valued I was given a straight forward. information
customer even business card Initially the site and was easy to
though the shop was busy. and asked to telephone the only requested minimum navigate. It only requested
I was asked a few questions next day. On calling, the detail from me to search for basic information about
but I had to prompt the agent agent took lots of details a package but it provided length of stay, dates of travel
with details and double check about my holiday plans and several holiday options. There and number of passengers
the proximity of the beach. said they would call back was no facility to input special to conduct a search, but it
However, all of my needs with a quote. When they did, requirements, but detailed offered a match which came
were met by the consultant I was politely told they had information was provided within budget. I wasn’t able
who was friendly and polite. been unable to get prices and about the resorts so it was to specify a beach hotel but
I was not given a quote the would try the following day. not difficult to check. My the information provided
same day but contacted the I was not given an explanation budget was not established about the suggested hotel
following day with a price for the delay in finding a but the quote still came within confirmed it had one. Optional
that was easily within budget price. Unfortunately I was it. A contact number was upgrades on rooms, airline
– although no extras were not contacted the next day provided if assistance was class and board were all
mentioned. with prices either. needed. Insurance was offered. offered as extras.
✔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:
Kenwoodtravel.com
While Thomson took some details from me, I felt neither they nor Thomas
next
Cook offered any encouragement when I requested information. By contrast,
week
Dreamdubai.com offered a straight forward booking process and provided
plenty of hotel details, and had the best price. However,
Kenwoodtravel.com
offered the same ease of use but its contact numbers on every page
Mystery Shopper goes
The additional
booking reassurance
reassured me that assistance was available and I could access the number
to the south-east
offered by Kenwood-
travel.com swung
without losing my quote. It offered five nights’ B&B at the five-star Inter-
the vote Continental in Abu Dhabi on December 22, 2009, costing £2,222 for two people.
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