p34-35 MS July10 7/7/09 17:22 Page 35
ttglive.com
mystery shopper knowledge
This week’s contenders: high street v internet
Thomas Cook First Choice Escape Worldwide Quest Travel
Lower Thames Walk Upper Thames Walk
escapeworldwide.co.uk questtravel.com
Unfortunately I A consultant I clicked on the The website
had to prompt greeted me website as it was offered long-
one of the upon my arrival the only one on haul tailor-
consultants and proceeded the first page of made holidays,
to deal with my to use their search results and was easy to
enquiry, as two were with own personal experience which mentioned Bangkok use as it provided handy
customers and two were to guide our conversation and Kuala Lumpur together. destination guides, which
engrossed in paperwork. and search for options. The I filled out a straightforward was a good start. I was also
When we did get the conversa- agent was really enthusiastic enquiry form and following impressed with the enquiry
tion going, the consultant about the booking, and I felt that received an email with form which asked several
asked me several relevant that they took the time to some quotes. However, these relevant questions, and I
questions and established find the best package for me. were both for room-only stays was hopeful that I would
my needs before finding a Unfortunately, they were and exceeded my budget. I receive some promising
package which matched only able to match my budget might recommend this quotes. Unfortunately, after
my criteria. They kept me by offering hotels on a website to someone looking 24 hours I was yet to receive a
interested with an offer of room-only basis, but they for a fairly basic package, confirmation of my enquiry,
free upgraded rooms, travel recommended some places but I felt the lack of personal let alone a quote, so all the
insurance and car hire, but to eat breakfast which kept service hampered it for my early good work put in was
the price was just above budget. me interested. enquiry. undermined.
✘ 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: First Choice
Both websites were promising to start with, but a lack of personal service
next
and advice ruled them out. Thomas Cook overcame a shaky start and
week
ended up impressing me with the professional service, but I would have
chosen to book at First Choice. The consultant Latif kept me informed
throughout the process, and overcame an inability to exactly match my
Mystery Shopper goes
Consultant Latif
Oztosun impressed
criteria within budget by offering upgrades and personal advice. I was
to the Midlands
with his enthusiasm
and personal
offered five nights’ room-only in the Shangri-La hotels in Bangkok and
knowledge Kuala Lumpur with Kuoni, flying Malaysia Airlines and EVA Air, for £3,152.
10.07.2009 35
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