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ttglive.com
mystery shopper knowledge
This week’s contenders: high street v internet
Co-op Travel Eastravel Bestatnewyorkcitybreaks Virgin Holidays
Morrisons Superstore, Sproughton Road 79-81 Norwich Road Bestatnewyorkcitybreaks.co.uk Virginholidays.co.uk
I was approached The consultant This website was The site featured
as I entered the was friendly and easy to navigate a twin-centre
store, and offered welcoming. I was but I was unable holiday including
assistance. They offered a seat while to search for four days in New
showed interest in my holiday they listened carefully a twin centre holiday. I called York and three days in Boston
from the outset and I immedi- to what I was looking for. a consultant who said they which fitted my criteria. I
ately felt valued. I was asked They then searched for holi- would have to email me back tried to search for availability
all the basic questions to days and I was kept involved the next day because they and prices but was directed to
establish my needs but felt throughout. Once they had were about to close, even an enquiries number. This was
they could have delved deeper found something suitable though it was 7.15pm and frustrating as I would have
to really understand my needs. they cross-checked the details their website said they were preferred to continue with the
The first option suggested with a colleague to see if there open until 9pm. They asked booking myself. The agent
fitted the bill. I was told to were any better options. Their me where I wanted to go but asked lots of questions but did
expect an email quote which colleague, who had been to not how long in each city or not inform me of their
I had to chase. It was within both destinations, then chipped which hotel grade. I felt they progress or the choice of op-
budget and an upgrade to in to offer advice. Both were had little interest in my tions. However, they found a
premium economy seats was interested in my booking. I custom. An itinerary was sent holiday that matched my
suggested, but this would have was advised to organise a the next day but for one night requirements within budget.
taken the package over budget. taxi transfer. longer than I wanted. No extras were suggested.
✔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: Eastravel
Bestatnewyorkcitybreaks.co.uk did not go out of its way to help me and
the product did not match my needs. Virginholidays.co.uk found a match
but I didn’t feel involved and would have preferred getting all the details
next
online. The Co-operative Travel agent was friendly and helpful but said week
they would email a quote, which I had to chase when it didn’t arrive. By
Ariane Meier ensured contrast, Adriane at Eastravel went to great lengths to ensure I had the
the mystery shopper
got the best holiday
best product and, even though it was over budget, I would have been
happy to pay the extra for the service I received. She found four nights
Mystery Shopper
at the Helmsley Park Lane in New York and three nights at the Marriott
goes to Wales
Courtyard Boston Tremont, departing May 4 from Heathrow, for £2,429.
Seal the deal
May days: May is a great time Food for thought: Suggest the VIP spotting: Visitors wanting Budget Boston: Boston is not
of year to visit New York. It three-hour Original Greenwich to spot celebs should head to particularly cheap so suggest
is warm enough to spend a Village Food and Culture Walking Barneys on Madison Avenue and budget-conscious clients invest in
good deal of time walking Tour which gives clients the Intermix in Soho Village where a CityPass which allows nine days
around but cool enough to opportunity to learn about the many VIPs have been snapped of entry into many landmarks
be comfortable. neighbourhood’s rich history. picking up the latest hot trends. and museums.
19.02.2010 39
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