p34-35 MS Dec18 15/12/09 16:41 Page 35
ttglive.com
mystery shopper knowledge
This week’s contenders: high street v internet
Costa Cruises Virgin Holidays Cruises First Choice Thomas Cook
costacruises.co.uk virginholidayscruises.co.uk High Street High Street
The website The site was The agents were The branch
mentioned easy to navigate not particularly was extremely
cruises to Jordan around. But it welcoming welcoming
as well as Dubai confused me a and I was not and I was
and Bahrain. little by offering acknowledged immediately
The site was initially fairly cruises that were of no interest, for two minutes. The agent approached by a consultant,
basic and then became more and some of the prompts sent who handled my enquiry making me feel valued as a
detailed. But I could not get a me in the wrong direction. I wrote down details of an customer. The consultant went
final quote as it listed prices found a 10-night package eight-night cruise on Brilliance to great effort to find exactly
only for all types of cabins. which also included two days of the Seas from Dubai. It what I wanted and talked me
The amount of prompts was at Atlantis The Palm in Dubai. matched my requirements and through every point of the
OK but it was confusing as to The site then prompted me to was £800 below my budget enquiry. I was offered a choice
which way to continue and call with a reference number. but I didn’t feel as if I had any of eight and 14-night cruises,
where to click. The site did find The consultant told me the input. The agent suggested and was given full details of an
a suitable package but I felt it ship was new and had great adding four nights in Dubai. I eight-night cruise from Dubai
was not done professionally facilities, and was very clear was given a written quote with on Brilliance of the Seas. The
enough and it failed to provide about what was included in the basic details. But the service store had a warm atmosphere
a final quote. I would not the cruise. I would have been seemed rushed and I was and was very professional. I
have booked on this site. happy to book with them. made to feel I was in the way. would book a holiday here.
✘ 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: Winner’s name
The staff at Thomas Cook made me feel like a valued customer and made
next
every effort to find me the right holiday. In contrast, while the consultant
week
at First Choice found a similar package, they were not very welcoming and
did not include me in the booking process. I did find a suitable cruise on
Virginholidayscruises.co.uk, but l found parts of the website confusing. I
Mystery Shopper goes
Gisella Percy offered
an excellent service
was also able to find the right holiday on Costacruises.co.uk but I could
to Wales
and kept the mystery
shopper informed
not get a final quote and the site did not seem very professional. Thomas
at all times Cook’s Gisella Percy found an eight-night cruise from £2,492 for two people.
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