p36-37 MS July3 30/6/09 17:15 Page 37
ttglive.com
mystery shopper knowledge
This week’s contenders: high street v internet
Thomas Cook Co-operative Travel On The Beach Monster Travel
36 Market Place Lindsey Centre, 19 Market Place
Otbeach.com Monstertravel.co.uk
The outstanding I was greeted This website I clicked on
service at this by a friendly was slow and “package” and
agency made consultant who the data I was then entered
me feel like invited me to putting in had the details for
a valued customer. A polite sit down. They to be re-entered a four-star all-
consultant greeted me and seemed extremely interested on different pages as it was inclusive property. I then
offered assistance immediately. in my requirements and the not carried forward. The eventually found a hotel that
They were keen to know location I wanted to be in. As website requested several was on the beach, but there
exactly what I was looking they searched online for a details but I was not provided were few other details
for and also whether I was package I was kept informed with a wide choice of hotels. provided about the resort and
interested in playing sports or of their progress at every There were minimal details the pictures of the hotel were
spending time at a spa. The stage. I was offered a discount about the resorts’ facilities of a poor quality. The holiday
resort came in easily under and a price match guarantee too. The images of the resorts package I opted for came in
budget by almost £400 and I until the close of business. were not outstanding either. £500 under budget but there
was offered a further discount Their offer was within budget However, I found a holiday were no prompts to book any
to encourage me to book. and extras included airport that met my needs and the extras such as car hire or
Car parking, currency and parking, insurance and car price was excellent – coming insurance. Overall I felt the
VIP lounge passes were also hire. This was another in at more than £1,000 under website was slow and not very
offered. first-class experience. budget. user friendly.
✔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
While both websites offered cheaper holidays than the stores,
Otbeach.com and
next
Monstertravel.co.uk did not show enough details about the properties. I want to know
week
exactly where I am staying and know more about the resort. Thomas Cook and The
Co-operative Travel both offered outstanding service, but I would have gone with Cook.
Jenny was polite, keen to understand my requirements and found a range of choices. I was
Mystery Shopper goes
offered 14 nights’ all-inclusive at the Bahia Principe San Juan in the Dominican Republic
to the south-east
from December 19, flying from Manchester and costing £3,110 for two people.
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