p40-1 MS May1 28/4/09 18:09 Page 41
ttglive.com
mystery shopper knowledge
This week’s contenders: high street v internet
First Choice Thomas Cook Virgin Holidays Travel Republic
1 Castle Gallery Unit 39, The Mall, Cribbs Causeway
Virginholidays.co.uk Travelrepublic.co.uk
There was This agency was This was a I thought this
nothing negative clean and tidy well-presented site offered the
about this but very busy, site with lots user a good deal
experience. The so I had to ask of enticing of choice for
consultant who for assistance. pictures. both flights and
dealt with me was extremely The agent who served me However, it requested only accommodation, and at great
welcoming and took a genuine went to some effort to match minimal information about value. During the process, I
interest in my holiday my needs by enquiring about my holiday, including dates, felt I was in the driving seat
requests. I was asked several my holiday in detail and made duration of stay and number tailoring my own holiday as I
questions and the agent used me feel involved throughout of passengers. I had to do could choose a package or a
their own personal experience the process. They found a three searches before I was flight and hotel, and select a
to suggest a product which hotel with a spa and offered provided with any results and budget for each stage. I found
matched all of my needs and overnight accommodation then only one property was an all-inclusive property
came easily within budget. before the flight and car flagged up. The recommended that offered spa facilities and
No extras were mentioned parking. Unfortunately, hotel was on budget and had beachfront location, and
and I wasn’t pushed to book however, their price was over spa facilities but it was three- which was well within
but I was confident that their my specified budget. I was star and I was not encouraged budget. Extras such as airport
recommendation was for a asked if I wanted to book but to book due to lack of options. parking and travel insurance
quality product. wasn’t pushed into it. No extras were mentioned. were mentioned.
✔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: Travel Republic
It was a close call between First Choice and
Travelrepublic.co.uk as to
next
which would get my booking. The first-hand recommendation from First
week
Choice and the ability to fly from our local airport was a bonus for this
agency, and wasn’t something offered by
Virginholidays.co.uk or Thomas
Cook. However, I preferred the functionality of
Travelrepublic.co.uk,
Mystery Shopper
The choice and
value offered by
which enabled me to search airlines, hotels and airports with ease. It
heads west
Travelrepublic.co.uk
stood out for the
offered 14 nights’ all-inclusive at the four-star Aviation Grand Hotel in
mystery shopper Cancun, departing Gatwick on September 10, for £2,521 for two adults.
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