p46-47 MS mar13 10/3/09 13:56 Page 47
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mystery shopper knowledge
This week’s contenders: high street v internet v newspaper advertiser
Thomson Travel Norwich Airport Travel Republic Cresta Holidays
21 Castle Mall Shopping Centre 60 Castle Mall Shopping Centre Travelrepublic.co.uk The Daily Mail
I received an The welcome The website I contacted
initial greeting was reasonably was easy to use a consultant
and was referred friendly. I had and I entered whose greeting
to a trainee who to ask for chairs several details was friendly. On
called another to be moved so I about my holiday. learning that I was a wheel-
member of staff. The welcome could manoeuvre my wheel- I also located information chair user, the agent asked
wasn’t particularly warm. chair to see the screen. Help about the hotel’s accessibility if that was full-time, and
I wasn’t prompted for infor- was not offered. No questions features. The holiday came unprompted said I would
mation, leaving me to provide were asked about my specific within budget but bookings require an accessible hotel
most of my requirements. A access requirements either. with special requirements had with wheel-in shower.
hotel and flights were found I was told there were “hun- to be done by phone. Extras However, I was then advised
within budget but the agent dreds” of hotels in Madrid and included airport transfers and to contact the hotels myself
could not confirm it offered they would call me back. No insurance. However, it was not to check facilities as it would
adapted rooms and a level- attempt was made to search for clear if adapted transfer cars be too much for the agent to
access shower. I was then a holiday there and then, and no were available or if insurance do! The consultant confirmed
encouraged to book based on brochures were offered. They would be suitable for disabled they could book flights but
the price, despite no assurance called the next day but only to users. I called an agent for more not the hotel. It was suggested
the facilities matched my needs. say they were still checking. details, but did not hear back. I book the hotel myself.
✘ 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: no winners
I would not have booked with any of the channels as none could fulfil my requirements.
While the Thomson agent spent 90 minutes with me, they could not confirm accessibility.
They tried to reassure me all airlines and four/five-star hotels would be fine, but experience
next
has taught me otherwise. Travel Norwich Airport was not prepared to search for holidays, week
despite the shop not being busy – and they never called with suggestions. Cresta Holidays
at first appeared switched on, but did not search for hotels. Travelrepublic.co.uk was the
best channel of the four. Its website was easy to navigate and had accessibility information.
However, the consultant could not provide more information, and I had to call a chargeable
Mystery Shopper goes
number to make a booking – whereas able-bodied customers can book for free online.
to the south-west
Seal the deal with these tips from Training for Travel
Extras: When selling currency Questions: When dealing with a Transport: Be aware that only Loos: There’s a lack of public
TRAINING FOR TRAVEL
to your clients, recommend that customer with disabilities, don’t 50% of the Madrid underground toilets generally in Madrid so look group ltd
if they need to withdraw any patronise them. Ask what they metro has wheelchair access. out for international chains of
For more training tips
further euros while away, they want out of a holiday, rather Buses are accessible but fill up fast food restaurants which offer
and courses, go to
should use an ATM for the than making assumptions about quickly. Eurotaxi, however, is a a worldwide standard of facilities,
trainingfortravel.com or
cheapest charge rate. what you think they will want. specialist taxi for disabled users. including disabled access.
ttglive.com/knowledge
13.03.2009 47
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