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ttglive.com
mystery shopper knowledge
This week’s contenders: high street v Teletext v internet
Co-op Travel Thomas Cook Southall Travel
Austravel.com
33 Drury Lane 161 High Street
southalltravel.co.uk Austravel.com
I was welcomed The initial Teletext offered The website was
immediately introduction several com- attractive and
with a smile. was slow, and pany details but easy to follow.
The consultant I was forced I selected this There were
was extremely to ask for one because it minimal search
professional, asking several assistance. After being seated I offered worldwide holidays. prompts but those displayed
questions to determine was told I might have to move I called a consultant who was seemed adequate. I was
exactly what I wanted. They upstairs. However, once I had very friendly and asked several provided with several options
behaved as though nothing the agent’s full attention I questions to be sure they for flights to Sydney and
was too much trouble. As a found they were experienced understood my needs. They hotels, but found only a
result I was offered a holiday and knowledgeable. The first appeared knowledgeable but couple of tour packages that
that matched all of the brief, package was too expensive said they would need to call came close to my requirements.
and which came in under but they worked hard to find me back with a quote as the I was not able to find a return
budget. The agent also offered alternatives that were much booking was not straight- flight from New Zealand
insurance within that price closer to my budget. I was forward. Later I received a either and creating a package
too. I was not pressed into offered a hot drink while couple of follow-up calls to within budget proved difficult
making a booking as I they looked and the service verify information and a final and time-consuming. Insur-
explained I wanted to consult was polite throughout. quote which matched all my ance and VIP airport lounge
first with my partner. Insurance was mentioned. needs within budget. were mentioned 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: Co-op Travel
I would have booked with Co-op Travel as their quote beat Thomas Cook
next
by £300 for the same package. Packaging through
Austravel.com was
week
laborious. Southall Travel was more convenient in this respect but the
Co-op’s deal was better value with insurance included. Lisa at the Co-op
offered an 18-night trip including flights into Sydney on January 16, 2010,
Mystery Shopper goes
Lisa McGrevey from
Co-op Travel was this
staying four nights at the Quality Hotel Cambridge, with transfer flight to
to the north-west
week’s Mystery
Shopper winner
Brisbane for four nights and flights to Christchurch, followed by a 10-day
APT tour of the South Island. For two people she quoted £5,872.
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