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ttglive.com
mystery shopper knowledge
This week’s contenders: high street v internet
Sphere Travel Thomson On The Beach Maltadirect
12, Montgomery Street 10, Queensferry Street otbeach.com Maltadirect.com
The store was tidy, I was not welcomed The website The homepage
there were lots as I entered so looked easy to was simple yet
of promotions in went to the use and I found attractive, and
the window and brochure rack, its navigation easy to navigate
the brochure racks were which was well stocked. After straightforward. There was and find prices and availability.
adequately stocked. I was a few minutes I was offered adequate hotel information I was prompted to input
acknowledged by all four assistance. The seating layout and I could pick flights and details about my holiday
consultants who were friendly was uncomfortable as I had to hotels to tailor-make my own preferences. A good amount
and offered me assistance. turn my head 90 degrees to holiday. After I entered my of results were returned which
Having established my needs, speak to the agent. However, requirements, the site offered ticked almost every box in
the consultant pickled up a they asked lots of questions further assistance as it searched terms of board, duration and
Belleair brochure and discussed and a colleague also helped for options. Several hotels were price. However it was not able
options with me. They searched find flights from a regional air- flagged up, but without a filter to provide a flight from my
their computer too and kept port. They found a good hotel to choose one with a beachside most local airport, only
me engaged. They found a within budget but I was given location I had to go through Newcastle. I was able to select
good deal within budget which only one option and flights them all to check they matched a sea-view room for a supple-
offered half-board and in a from Newcastle, not Glasgow my needs. However I found ment fee. Overall this was a
higher grade beachfront hotel. or Edinburgh. Car parking and several suitable options within good booking experience and
I was encouraged to book. insurance were included. budget. I was not offered extras. I was encouraged 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: Sphere Travel
I would not book with Thomson as I was not made to feel like a valued
next
customer and because of the shop layout. Both of the websites offered good
week
holiday options, however I preferred Maltadirect.com over otbeach.com
as it was quicker to locate a product match. However, the best channel was
Sphere Travel. Mark not only found a great holiday with flights from Glasgow,
Mystery Shopper goes
Mark Rodger at
Sphere Travel
he also sold the holiday using his personal experience. He offered seven
to the south-west
delivered superb
customer service to
nights half-board at the Dolmen Resort & Spa in Malta with Belleair, flying from
the Mystery Shopper Glasgow on May 4, 2010 and costing £1,350 for two adults and one child.
In association with
ttgluxury seminar
Headline sponsor
Creating and Maintaining
Success in Luxury Travel
Co-sponsorIn association with InterContinental Hotels & Resorts
Wednesday November 4th a73 InterContinental London Park Lane
register now at: ttgluxuryseminar.com
30.10.2009 33
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