p48-49 MS Sep18 15/9/09 14:48 Page 49
ttglive.com
mystery shopper knowledge
This week’s contenders: high street v internet v Teletext
First Choice Co-operative Travel Justtheflight Cheapticket
Asda, Westwood Road Tesco Extra, Margate Road
justtheflight.co.uk Advertisement on Teletext
The branch was I was welcomed I selected this I found Teletext
bright and both immediately by website because slow to use.
consultants were two consult- its name sug- This was the
welcoming. ants, who gested I would first company
The agent who showed me to a find exactly that appeared
helped me turned their com- chair. The consultant who what I was seeking. It opened to offer what I needed. I
puter screen around so that I took over was confident and on to a page with a detailed phoned a consultant, who was
could see what was going on. professional. I was offered a enquiry form, which I com- unenthusiastic. I found it hard
They kept the conversation variety of options with different pleted. Within 45 seconds, it to follow them, as they mum-
flowing while they searched, airlines and departure dates. I had pulled up a list of results. bled and coughed throughout
which kept me engaged. How- chose one within my budget, Unfortunately, none of the the enquiry. However, the
ever, despite trying several op- and although there was suggestions came within my agent asked several questions
tions and dates, the agent was limited information on the budget, and as the form was and was knowledgeable. After
unable to find flights within website about the business- fairly inflexible, it was up to suggesting an option well over
my budget, and I was not class service, the agent prom- me to try different dates to see budget, their second quote was
encouraged to book. I was told ised to check before I booked. whether it made a difference. by far the cheapest of all the
that as they didn’t usually book I wasn’t encouraged to book, Despite my attempts, I still channels tested. They followed
flight-only, theirs might not be but I was impressed by the couldn’t find an option up the call with an email
the most competitive quote. eagerness to please. within my price range. quote, which was encouraging.
✔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: Cheapticket
Unfortunately, the prices quoted by First Choice and
Justtheticket.co.uk
next
were over my budget, which was a shame, as the service offered by both
week
companies was good. Of the four channels, Co-operative Travel offered
the most professional service and, on another occasion, I might have
booked with them. However, the quote proposed by Cheapticket was the
Mystery Shopper goes
The price offered
by Cheapticket
best, and would have secured my booking this time. It offered business-
to Wales
was enough to win
over this week’s
class flights with Kuwait Airways for four people departing Heathrow on
mystery shopper April 3, 2010, for a four-day return, for a total price of £3,760.
11:16:55
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