p40-41 MS Sept11 8/9/09 14:47 Page 41
ttglive.com
mystery shopper knowledge
This week’s contenders: high street v internet v newspaper advert
Thomson Thomas Cook Westcanadatours Audley Travel
38 George Street 72 George Street westcanadatours.com Advertisement in The Times
The first thing I I immediately I chose this This was the
noticed was how felt like a val- website because only advert
stained the ued customer, it covered the I found for
carpet was. But greeted with west coast of Canada after
the rest of the eye contact and Canada. How- checking several
store looked clean and I was a friendly welcome. The store ever, a more detailed search newspapers. I phoned an
welcomed with a smile. The was tidy and the brochure of its travel options suggested agent, who was polite, giving
agent asked several questions racks well stocked. The con- itineraries were not flexible. her name. After I’d explained
to establish what I was looking sultant asked about my travel There was no phone number, what I was looking for, she
for and kept me informed of needs and, as they searched, so I emailed the company said they did not deal with ski
progress throughout. They they updated me on what they asking about the possibility of and I was advised to phone a
found a five-star hotel for the had found and my options. It creating tailor-made packages. ski company for better rates. I
price of a four-star, but with- took a long time to find a suit- I received an email acknowl- explained that the skiing was
out breakfast. They couldn’t able package and the price did edging my enquiry and saying for only four days and she
get a ski pass, but insurance, come in over budget, but they someone would be in touch. agreed to quote for the holiday
transfers and car hire were were able to meet all my Disappointingly, however, I minus the ski pass. I was told
offered. I was encouraged to needs, including ski passes. never heard back from a to look out for an email with
book, but not pressured into Extras mentioned included representative to confirm all the details. Sadly, I never
it. An enjoyable experience. insurance and car hire. whether they could help. received this.
✘ 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 was disappointed that neither Audley Travel nor Westcanadatours.com
next
got back to me with a holiday option and a quote. The agents at both
week
Thomson and Thomas Cook were very helpful and came up with packages
that matched most of my needs. Of the two, I would book with Thomas
Cook. Despite their quote being over budget, the agent’s Jill Dear was able
Mystery Shopper goes
The mystery shopper
to include ski passes and transfers. She suggested three nights at the
to the south-east
was impressed by
Vancouver Marriott Pinnacle with transfers to Delta Whistler Village and
Jill’s determination to
match their needs four-day ski passes, departing January 7 and costing £2,888 for two people.
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