p56-57 MS Oct9 6/10/09 11:25 Page 57
ttglive.com
mystery shopper knowledge
This week’s contenders: high street v internet v Teletext
Premier Travel Thomas Cook Disneylandparis Iglu
10, Rose Crescent 8, St Andrews Street
Disneylandparis.co.uk via Teletext
I had to wait for I was approached The website was This was the only
assistance and quickly and showy, bright company on
then ask for it. offered a seat. and exciting. Teletext that
Once I was served They asked me Navigation was showed a price.
I did not feel I was given the lots of questions and my straightforward. I contacted an
consultant’s full attention. requirements were checked It requested a few details from agent who put me at ease with
Having explained what I every step of the way by the me about standard of accom- their friendliness. I was asked
needed, the agent began consultant to ensure they modation, dates, and transport sufficient questions to
searching but did not keep the found something which to Paris. However when I came establish what I was looking
conversation going to keep me matched my needs. The to book travel, an error message for. The consultant found a
engaged. I also overheard other agent found a hotel offering said trains were not available hotel within budget which
consultants make negative free lunch and dinner and and the website wouldn’t let they said was very good. I was
customer-related comments free park entrance tickets. me move on without them. I told that free park tickets were
which was unprofessional. I was also offered and quoted was prompted to call but in- included, as were all meals on
However, the agent serving me for insurance. I would stead I tried without transport. a full-board basis. I was not of-
did find a product within recommend this company to The hotel offered free full-board fered extras such as insurance,
budget, which included free friends and family as I was and free park tickets. Insurance however, the good price and
park entrance and free hotel well looked after throughout was offered as an extra and I impressive service would have
meals. No extras were offered. and all of my needs were met. was prompted to book online. encouraged me to book.
✘ 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: Iglu
At Premier Travel I didn’t feel valued as a customer. It was a shame there
next
were problems on
disneylandparis.co.uk as all other elements went well.
week
It was a close match between Thomas Cook and Iglu as both agents were
friendly and found a product. However, the Iglu agent offered his own
experience of that hotel and had the best price, and I received the quote in
Mystery Shopper goes
The agent at Iglu
quickly found a great
20 minutes. I was offered three nights at the Hotel New York in Disneyland
to the south-west
holiday at an
excellent price
Resort Paris, departing St Pancras on February 15, 2010 for two adults and
two children, including park tickets and hotel meals, for £1,453.
09.10.2009 57
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