p42-43 Mystery Shopper feb20 17/2/09 17:36 Page 43
ttglive.com
mystery shopper knowledge
This week’s contenders: high street v internet
Bath Travel Thomas Cook Holidaywarehouse Dialaflight
2 Albert Road 7 Richmond Hill Holidaywarehouse.co.uk Dialaflight.com
The store was The consultant The website was I thought the
well set out and was polite, bright and fun. website looked
the consultants approachable I telephoned functional and
were quick to and from the a consultant was easy to
assist me. I was moment that I who understood navigate. It was straight
warned that my request might entered the store was helpful. exactly what I wanted. They forward but sophisticated.
take some time to deal with I was advised that the enquiry found flights into LA and I found standard and deluxe
because it was lengthy. might take some time and was out of San Francisco with car packages for US west coast fly
However, the agent proceeded asked if I could come back in hire and insurance included, drives between LA and San
to give me a great deal of help. an hour. On my return, they within budget. Accommoda- Francisco. These included one
Having been on a similar trip, explained the holiday in tion was offered but they week of car hire, B&B accom-
they were knowledgeable and detail, and offered quotes for suggested we decide what modation every night, but no
efficient. The holiday fell connecting flights from LA we wanted to visit before flights. Prices were reasonable
within budget but they to San Francisco if I preferred choosing a hotel location. but tours returned to LA.
warned that prices might the option instead of car hire. The consultant provided good Bookings were not possible
change. I was encouraged by Insurance was also mentioned. advice about tourist spots and but a reservations contact
their pleasant and non-pushy I was not pressured to book appeared flexible about alter- number was listed. Informa-
manner. Insurance was but I was told prices would ing the holiday to fit in with tion about where the tour
mentioned. rise. our needs. visited was comprehensive.
✔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: Bath Travel
The consultant at Holidaywarehouse.co.uk was knowledgeable and flexible,
next
while Thomas Cook was equally helpful but took longer over the booking.
week
Dialaflight.com offered an interesting and comprehensive fly-drive, but
didn’t quite match my requirements. Bath Travel won my vote, based
on their level of service. Sadie suggested flights to LA, for two people
Mystery Shopper goes
Sadie Newton at
Bath Travel won the
departing April 28 for 14 nights with return flights from San Francisco. The
to the north-east
mystery shopper’s
vote this week
price including car hire was £1,242.70 with one night’s accommodation in
either Hollywood or Disneyland, estimated at £65 per night with breakfast.
Details
18 March, 2009
Will YOU be London Travel Pub Quiz Champions?
TheWineTunEC4M6XX
Yes, it’s back, bigger and better for 2009! Hosted by ABTA Greater London Region and raising funds for the Family Holiday Earlybird* team of 5: £99
Association, join your colleagues in the battle for the ultimate title. In 2008, Hotels.com triumphed over Hills Balfour Synergy in
Team of 5: £125
a nail-biting tiebreaker, beating over 100 travel brains. Who will emerge as holders of the coveted title in 2009? Who will
succumb to defeat?
Individual: £25
*Early bird rate valid until
Price includes a great bonding experience, first drink, food platters and the chance to win glittering trophies and prizes.
27 February 09
EventhostABTA
Sponsors Raising funds for
To enter, email
Greater London Region
Michelle@fhaonline.org.uk
or telephone 020 7323 7290.
The Family Holiday Association is registered
charity number 800262.
20.02.2009 43
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