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ttglive.com
mystery shopper knowledge
This week’s contenders: high street v internet
Thomson Thomas Cook Icelandair Opodo
5 Ranelagh Street 75 Church Street Icelandair.co.uk Opodo.com
I was acknowledged I liked the atmosphere I was attracted I had heard of
with a friendly in this store from to this site by Opodo which
greeting which the moment I its name which prompted me to
made me feel entered. The agents made me believe use this site. It
welcome immediately. were welcoming and polite. I would be able to find what I looked modern and easy to
The branch was clean and The consultant made was looking for. It was easy to navigate. It requested enough
tidy which created a relaxing conversation and made me navigate and there were pic- information to provide a good
atmosphere. I found it easy to feel involved in the booking tures and descriptions of the range of choices. I selected one
communicate with the agent. by telling me what they were different places. Having filled that was within budget. Basic
They asked lots of questions doing at every stage. I was in my requirements, the site information was provided but
and during the search kept me given a couple of options to quickly produced a solution nothing special pointed out.
informed. They located flights choose from, which they which came within budget Extras were not actively pro-
and a hotel quickly which I brought to life with descrip- and met my needs. It also moted. When I added B&B, the
was shown and asked for my tion about the hotels. The total included transfers and a trip price didn’t change, so I felt
approval. The cost was over cost was over budget by £125 to the Blue Lagoon. Extra uncertain as to whether this
budget by £50. Insurance and but included transfers. I would services included car hire and had been registered. I would
car hire were both offered as use this company again if I were excursions. I was astonished only book holidays requiring
extras. I was impressed. booking a genuine holiday. by the value for money. no add-ons through this site.
✔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: Icelandair.co.uk
Although I usually prefer information being given to me face-to-face, so
would normally choose the high street agents at Thomson and Thomas
Cook over a website, I was impressed by the price and package that was
next
Icelandair.co.uk
offered online. However, of the two websites, I would have booked through week
offered the best
Icelandair.co.uk even though Opodo.com offered a cheaper holiday. Its
value booking
website offered more images and details about the properties, the area
and general information. It also included a free tour and was £300 cheaper
than the high street. I was offered four nights’ bed and breakfast at the
Mystery Shopper goes
Hilton Reykjavik Nordica, departing Manchester on May 24 and costing
to the north-east
£844 for two people.
Seal the deal
Don’t leave it last-minute: Get out of town: Iceland is not Year-round: With the Northern Head north: Take advantage
Iceland is popular in the summer just a city break destination. Lights in winter, endless daylight of new weekly direct flights to
Provided by the Icelandic Tourist board
months and accommodation Suggest clients explore further hours during the Midnight Sun Akureyri from June. Highlights
and flights book up fast, so afield to enjoy the vast array in summer, plus festivals in include the Dettifoss waterfall,
encourage early bookings – of wild and rugged natural spring and autumn, Iceland is a whale-watching, Lake Myvatn
especially from June-September. wonders in all five regions. true year-round destination. and its geothermal nature baths.
12.03.2010 43
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