P38-39 MS JUN5 2/6/09 13:34 Page 39
ttglive.com
mystery shopper knowledge
This week’s contenders: high street v internet
Bath Travel Thomas Cook Opodo Ebookers
68 St Mary St 94 St Mary St opodo.co.uk ebookers.com
The service was I was welcomed I selected this This site was
disappointing. by one member website as the very easy to use.
While the of staff and design looked It requested
consultant was passed on exciting and details about
friendly and to another informative. I my preferred dates of travel,
approached me to see whether consultant for assistance. They was able to enter basics such departure airport and the
they could be of assistance, enquired about my travel as departure airport and travel number of people travelling. I
they didn’t seem interested in dates and the length of my dates. There were also more entered my requirements and
checking the availability of trip, as well as in what area specific search criteria such as was presented with several
suitable hotels or flights. I was of New York I wanted to be hotel star rating and amenities, viable options. Information on
asked where I wanted to go located. As they searched for a including spa facilities and the hotels’ facilities was well
and when, and the consultant suitable holiday, I was shown disabled access. The search presented and included photos
selected three brochures the results on the consultant’s generated several options that and maps. I was offered the
and showed me the New York computer screen, which kept met my needs. I selected a same accommodation as I had
sections. Beyond that, they me engaged. They found a hotel that was within my been through Opodo, but it
did not attempt to take the hotel matching all of my budget and located close to was slightly more expensive –
booking any further, even needs and had £200 discounted the shops and attractions. though still within budget.
though I had said I was off the price. Insurance was Airport parking and car hire Insurance was mentioned as
interested in knowing prices. also mentioned. were also offered. an extra.
✔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: Thomas Cook
I would have booked with Thomas Cook this week. Not only did the agent,
next
Dean Sleep, offer the best-priced package, he also brought the holiday to
week
life with his enthusiasm and the information he provided. The processes
offered by opodo.co.uk and ebookers.com were excellent, but couldn’t
beat Dean’s face-to-face service. Although the Bath Travel agent was
Mystery Shopper goes
Dean Sleep at
Thomas Cook offered
polite, they seemed uninterested and made no attempt to find options.
to the east of Britain
a thorough and
enthusiastic service
Dean offered me four nights at the centrally located four-star Millennium
UN Plaza, departing Heathrow on July 10, for £1,372 for two adults.
Your vote counts…
and we hope it’s for us!
Vote now in the TTG Travel Awards
To book with Virgin Holidays visit vhols4agents.com
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