p40-41 MS Mar5 2/3/10 17:58 Page 41
ttglive.com
mystery shopper knowledge
This week’s contenders: high street v internet
First Choice Midlands Co-op Travel Holidays Direct
Lastminute.com
Asda Superstore Osmaston Park Road
Holidaysdirect.co.uk Lastminute.com
The branch was This was a clean This site looked I chose this site
clean and tidy and tidy shop, to be good value because I was
and I was dealt where I was and was easy to familiar with the
with in a friendly acknowledged navigate around. brand name. My
and helpful manner. The immediately and greeted with I was asked for a range of call was answered quickly
consultant asked lots of ques- a smile. The consultant asked details including travel dates and the consultant greeted
tions to establish my needs. me lots of questions to fully and trip duration. However, me in a friendly manner. We
They suggested a suitable understand my needs and I could not specify a beach exchanged a few words during
holiday but said there were kept me involved in the hotel so I had to scroll through the search process but I did
limited bed and breakfast booking process. The price the options. This made it more not feel involved. They found
options, so the quote covered quoted fell within my budget time-consuming. I was not a hotel by the beach on the
half-board instead. The quote and I was prompted to book asked for my budget but the requested dates and within
was just under budget but did that day. I was offered deal did fall within my price budget. However, I was not
include evening meals. I was transfers from the airport range. Car hire, airport parking asked if I wanted to book that
told the price could fluctuate to the hotel and told that it and transfers were offered, as day and the consultant did not
on a daily basis. The consultant was possible to arrange car well as a choice of dates and try to sell any extras. The price
tried to sell me insurance and hire and insurance. If asked, flights times. I could have was reasonable and the con-
transfers, but no other extras I would recommend this booked online or by phone, sultant friendly, but a prom-
were mentioned. store based on my experience. and I would have done so. ised email failed to materialise.
✔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: First Choice
The prices at Holidays Direct were competitive but I had to search through
next
many hotels to find what I wanted.
Lastminute.com offered the best price
week
but the consultant failed to send me an email as promised. Both high street
agents impressed me but First Choice just edged it. The quote was the
dearest but the money saved on evening meals made it better value. The
Mystery Shopper goes
Leah Strauther at
First Choice found the
consultant was patient and asked lots of questions. Midlands Co-op was
to the north-west
mystery shopper the
also impressive. I was offerred seven nights’ half-board at the Pez Espada
best value holiday to
the Costa del Sol Hotel in Torremolinos, departing July 18 from East Midlands, for £1,956.
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05.03.2010 41
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