ttglive.com
mystery shopper knowledge
This week’s contenders: high street v internet SouthseaTravel@21
Travelplanners 21 Albert Road
I found the branch to
be welcoming and was
acknowledged
almost straight away. The consultant listened to my enquiry and was encouraging. They shared personal experi- ence of Kenya and explained that they would need to search for a package and get back to me with options and quotes by email. The quote emailed a few hours later included the wed- ding package, flight, hotel and safari. It was £100 over budget and I wasn’t offered extras, but overall I was impressed.
✔ ✔ ✔ ✘
First impressions Sales process Product match Incentive to book
29 Marmion Road
The branch was tidy and well-lit with interesting pictures on the walls. Both
agents were with customers and did not make me feel welcome. When served I was asked a few questions, but not about budget. They were keen for me to take some brochures away and return once I had chosen a package. They said legal requirements meant my trip would take more than 10 days and offered me 12 nights in February that came in over budget. I requested an October quote, but it was even higher.
✔ ✘ ✘ ✘
First impressions Sales process Product match Incentive to book
This sponsored- link website was welcoming and easy to navigate. I could search
by destination, price range and wedding type, and was able to see hotels, their star rating, a description, wedding packages and their pricing structures. I got a price for a seven-night stay and a wedding but it was not detailed enough and didn’t include a safari. However, for the majority of hotels and safaris I had to call a consult- ant or enquire online, which was frustrating as I wanted an idea of cost before calling.
✔ ✔ ✘ ✘
First impressions Sales process Product match Incentive to book
This week’s winner: SouthseaTravel@21
Linda’s personal recommendations and enthusiasm helped her to clinch the deal
I was frustrated that I was unable to get a quote for both elements of the holiday from Dream Weddings or Imagine Africa. The Travelplanners store looked promising, but the lack of interest in my enquiry would have discouraged me from booking. The company I undoubtedly would have booked with was SouthseaTravel@21. Both in the store and via email I received excellent customer service. The consultant really took an interest in my wedding plans. I was offered 11 nights at Pinewood Village Beach Resort with a Tsavo Explorer safari for £1,701 per person, plus a wedding at £690.
Remote breathtaking, exotic, inspiring Morocco Affordable luxury holidays, private tours & twin centres 0800 008 7288
www.classic-collection.co.uk nextweek
Mystery Shopper goes to the south-west
Dream Weddings
Dreamweddings.co.uk Imagineafrica.co.ukImagine Africa
This company was a top link and I liked the promise of “expert advice
for your big day”. The site offered a range of beach wed- dings in Kenya and I liked the guideline pricing. However, the packages seemed rather inflexible. I struggled to price up the wedding and safari combination I was looking for, and only found a price for 11 nights that was over budget and didn’t include the wedding. I needed to call or email the company to be able to get more detailed pricing.
✔ ✘ ✘ ✘
First impressions Sales process Product match Incentive to book
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