TTG Toolkit Mystery Shopper
Mystery Shopper in Ayr
The shopper visited two agencies in Ayrshire to request two flights from Glasgow to New York at the start of September, including business class one way, on a budget of £4,000. They then chose a company from the
Google.co.uk results for “flights only to New York” and another from a national newspaper advert
This week’s contenders:
King World Travel 12 Sandgate
First impressions: I was immediately greeted and offered a hot drink by a smartly dressed consultant. I was less impressed by the two other consultants continuing their personal conversation nearby but found the sales conversation extremely professional. 9/10
Sales process: The consultant asked pertinent questions, and came up with a good price. Unfortunately they had to phone the flight contact back after forgetting to ask about times but did offer to tie in accommodation. 11/15
Product match: I was given a printout containing details for return flights from Glasgow to Newark as per my request priced £3,378 through JTA Travel. I felt that the consultant dealt with my enquiry to the best of their ability and was receptive to my suggestions. 14/15
Making the sale: I was not put under pressure to purchase there and then, but the consultant explained they had good accommodation contacts if I was interested in a package. Overall I found this agency welcoming and helpful. 7/10
82% September is a popular time to visit New York
TTGhas teamed up with React Surveys to simulate a realistic booking process each week – that means a mystery shopper looking for the best deal from agents and operators on the high street, online, on TV or in newspapers. The Mystery Shopper research is carried out on behalf of TTGby React Surveys, and no further details or information can be disclosed. Researchers take into consideration first impression, sales process, product and budget match and extras offered before giving an unbiased opinion of which channel/company they would have booked with on that occasion. We do not claim that the winner is the best in an area or specialist sector, as we may report on competing travel firms in the future. Please note that the aim of Mystery Shopper is not to criticise individual agents or companies, but to promote good sales technique for the benefit of all in the travel trade.
Learn more about Avis
Take the Avis online training course at
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