p46-47 MS mar20 17/3/09 15:37 Page 47
ttglive.com
mystery shopper knowledge
This week’s contenders: high street v internet
Thomas Cook Meadway Travel
Citalia.com Expedia.co.uk
121-122 Broad Street 12 Meadway Precinct
Citalia.com Expedia.co.uk
I was greeted by A friendly and The website The site was
a consultant as polite agent was easy to user-friendly,
I entered the welcomed me navigate and easy to under-
agency, which into the store. showed stand and navi-
was clean and They seemed pictures of the various lakes. gate. It requested all the usual
tidy. The agent asked me keen to understand my needs It allowed the user to input information for a search, and
a few questions about my and asked lots of questions details about items including allowed the user to be more
requirements but lacked before searching their sys- travel dates, duration, depar- selective about hotel amenities
real interest in my booking. tems. They explained what ture airport and accommoda- in the search criteria. A holi-
I was told I needed to be more they were doing throughout tion type, although not about day that matched my needs
specific for their system. A the booking process. One facilities. The process was fast and budget was found quickly,
holiday, including insurance, property which matched all and simple. A match was found although again the hotel was
was found within my specifications was slightly over on budget that met most four-star. Further information
budget. However the hotel budget but another was found criteria, although the hotel was was provided on the property
was four-star and did not have that was four-star and had spa four-star. Car hire and room and spa facilities once you
a spa. Despite this I was and leisure facilities close by. upgrades were offered, and the clicked through. Extras
pressed to book in case prices Extras weren’t discussed but site encouraged a speedy book- included room upgrades, car
should increase. I was encouraged to return. ing to ensure a lake-view room. hire and travel insurance.
✔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:
Expedia.co.uk
I quickly realised that we would not be able to get what we wanted within
our budget, and all four channels attempted to get as close as they could.
I would have selected
Expedia.co.uk as I was quickly able to specify my
next
requirements and was reassured by its well-known and trusted brand. week
Citalia.com scored well but I hadn’t heard of it, and Meadway Travel
The winner chose
Expedia.co.uk as the was also a close runner-up as the agent showed interest and knew about
winning channel, for
its ease of use and
the region. Expedia offered 10 nights in Lake Garda, departing June 3
ability to search for
from Gatwick and staying at the four-star Spiaggia d'oro Hotel & Resort
Mystery Shopper goes
more specific holiday
requirements on a half-board basis, costing £1,647.32 for two people.
to the West Midlands
Seal the deal with these tips from Training for Travel
On yer bike: A great way to Culinary excursion: Suggest Star gazing: Celebrity spotters Lake Como boating: Tell clients
TRAINING FOR TRAVEL
get around in this area is by clients staying in Lake Como should head to Lake Maggiore, to take a boat to see Lake Como. group ltd
bike. Traffic is light and it’s a book a cookery lesson at nearby a 20-minute drive to the west A chartered trip is more conven-
For more training tips
nice way to take in the scenery. Ristorante Il Caminetto. Guests of Lake Como, where George ient than clients hiring a boat
and courses, go to
And hire prices are better than prepare more food than they can Clooney has a pad and his themselves and should cost
trainingfortravel.com or
in the big cities. devour and at reasonable prices. A-lister friends hang out them no more than ¤20.
ttglive.com/knowledge
20.03.2009 47
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