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ttglive.com
mystery shopper knowledge
This week’s contenders: high street v internet
Thomas Cook Trailfinders Virgin Holidays DialAFlight
Market Street Deansgate Virginholidays.co.uk Dialaflight.com
I wasn’t immediately I was approached The website When I clicked
made to feel immediately came quite high through, the
welcome – it was and unprompted. up on the Google font was small
unclear where to There was a search, and and there was a
wait and I didn’t realise friendly and busy atmosphere linked straight through to a lot of informa-
I needed to “check in”. The and the office was clean and Toronto page. The site had tion on the page so I was not
consultant who assisted me professional. The consultant clear pricing and was easy sure where to start. The site
did ask basic questions but spent time searching flights to see how to search for was easy to search and navi-
they were insufficient to build on different dates and times to availability. I entered my gate. It was easy to see car hire
up a picture of my require- reduce costs. They explained requirements and a holiday options and tour options
ments. They did little to build things as they went along and was generated for me. A 5% alongside the flight and hotel.
a rapport, and were more in- built up a rapport. The flights discount was offered for book- However I was unsure of how
terested in what a colleague and hotel matched my needs ing online. The holiday was I was progressing and it also
was doing. A flight and hotel and the hotel was described. reasonable but it flew from did not allow me to enter all of
was recommended, but it was The consultant said prompt Heathrow instead of Manches- my criteria. I was disappointed
just over budget and no hotel booking was recommended, ter. Three excursions were that I had to call to book – the
details were given. Car hire but not in a pushy way. My bookable on the site. I would phone line was not open 24
and Niagara Falls were only criticism was insurance be happy to recommend this hours and was not a free-
mentioned in passing. and extras were not discussed. business. phone number.
✘ 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: Trailfinders
I would have booked with Trailfinders. The consultant was genuinely
next
interested in me as a potential customer. I was impressed by Virgin Holidays’
week
website but the quote was higher than Trailfinders and the fact I did not
seem to be able to fly from Manchester was a disappointment. DailAFlight’s
prices were good but no overall package cost was given, and it was not
Mystery Shopper goes
This week’s winner
was Ali Rowe from
possible for me to book online when I wanted to. The price quoted at
to Scotland
Trailfinders
Thomas Cook was £1,096 for six nights, compared with £1,238 for seven
nights from Trailfinders, but I was unimpressed by the customer service.
Or ‘Cashback’ as you say in English. As in, both your business and your clients could now earn money from SAS.
All you have to do is register your clients for this great offer. If they go on to fly direct from the UK to Scandinavia
and Finland with SAS, Wideroe or Blue 1 between 1 April and 30 June 2009, we’ll give them cashback of up to
£80 per return trip. But we’ll also pay you up to £100 per recommended company.
Copenhagen Stockholm Oslo Helsinki Gothenburg Bergen Stavanger
find out more at sassalesinfo.com
*Terms and conditions apply, Registrations must be completed by April 17 2009
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