p40-41 MS Jan22 19/1/10 15:41 Page 41
ttglive.com
mystery shopper knowledge
This week’s contenders: high street v internet v newspaper advert
Gazelle Travel Thomson Australia Travel Plan Freedom Travel
27, Ridley Place 124, Northumberland Street
Australiatravelplan.co.uk The Daily Mail
I was welcomed This branch offered This was an I contacted an agent
immediately, and a poor selection appealing website who was bubbly
the consultants of brochures. which presented and displayed an
were friendly, The store was a good amount interest in my
professional and knowledge- empty, apart from the of detail within a simple holiday. They were keen to
able. I was advised to travel consultants, but I still had to structure. The pictures and ascertain my travel needs
late in April for the best request help. The agent noted colours reflected the destina- without being pushy. Unfortu-
deal. They supplied me with my needs and called an opera- tion well, too. I browsed the nately, when I received a quote,
options, without any pressure. tor for more information, only itineraries for ideas and then they had mistaken my budget
I was given an estimate of involving me when a question contacted a representative to for being per person, and were
£3,500 and was told that needed answering. When I talk through my needs and therefore way off target. How-
matching my budget was asked about Uluru, the agent the best solution. The quote ever, they had made an effort
possible depending on what said they didn’t know what it which came back was detailed making a suggested itinerary.
travel options I confirmed. was. The holiday they found and thorough and met all of The quote was also followed
I got the impression that matched my needs and was my needs. The agent had also up with a brochure in the post
providing correct information on budget. I was offered added other excursions, such and I was encouraged to call
was more important than insurance and was encouraged as a Sydney Harbour Cruise. It back with questions. I would
pressing for the booking, to book with a discount, but I was unfortunate the total was have seriously considered this
which was refreshing. felt pressed into it. over budget by almost £600. option had I had the budget.
✔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: Gazelle Travel
I wasn’t impressed with the service I received at Thomson. By contrast,
next
the agent at Freedom Travel was enthusiastic and went to trouble for me,
week
so it was a shame about the mistake regarding my budget. The agent at
Australia Travel Plan also went to great lengths but again their quote was
too expensive. I would therefore book with Gazelle Travel which matched
Mystery Shopper goes
Pat Cooper at Gazelle
Travel impressed the
my budget with a suitable option and delivered high customer care. I was
to Northern Ireland
mystery shopper
with her high level
offered 28 days’ fly-drive in April, including three nights’ accommodation
of customer care in Sydney and a trip to Uluru for an estimated £3,500 for two people.
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