p36-37 mystery dec19 16/12/08 16:42 Page 37
ttglive.com
mystery shopper knowledge
This week’s contenders: high street v internet
Direct Holidays North America Travel Service Hayes & Jarvis Bestattravel
215 Union St 209 Union St HayesandJarvis.co.uk Bestattravel.co.uk
I approached My arrival was I selected this I selected
a smiling acknowledged sponsored link “Caribbean”
consultant and immediately as it was high and “Jamaica”
was asked some and a consult- up and I under the
basic questions. ant set about recognised the destinations
Beyond that, I wasn’t shown establishing my needs at once. name. It looked attractive, link, then entered departure
much interest and I had to A suitable resort was located professional and easy to use. dates and board type.
prompt them a lot. I was also and I was given details about The site enabled me to input However, the website came up
left to read the brochure to its spa and beauty treatments. lots of detail about my needs with no options, so I called the
find out about the spa and Another agent searched and identified 11 possible number provided to speak to a
beauty treatments. The agent TripAdvisor to check reviews. I resorts, five of which were consultant. The agent was very
did find a suitable resort at a was given advice about flights considered good matches. One helpful and informative. They
good price quickly, and offered from Aberdeen to Gatwick and holiday was offered within gave in-depth information
different prices on rooms the best time to check in to budget, but there was limited about the resort, and said hotel
depending on quality. However, avoid the crowds. While the information about the resorts staff would collect us from the
I was disappointed about their sales process was lengthy, and their facilities, including airport. Details about the spa
limited resort knowledge and the agent did go to trouble to whether they offered spa and and beauty treatments were
that no information such as ensure the package came beauty treatments. This would also provided. The all-inclusive
flight times were written down. within my budget. have deterred me from booking. package came within budget.
✔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: Bestattravel.co.uk Kwik Travel
TTG’s Mystery Shopper feature on
All the channels suggested a package that met or almost met my request.
November 21, 2008, included a review
Hayesandjarvis.co.uk offered several options but didn’t provide enough
of a Kwik Travel agent based on a
national newspaper advert publicising
specifics about the resort. Direct Holidays gave a prompt service but was
Caribbean cruises. Discrepancies in
sourcing and assessment by an
less than enthusiastic about my business. By contrast, North America
external company have since been
Initial disappointment Travel Service was very helpful, but the agent was unable to recommend
brought to our attention and, as
in Bestattravel.co.uk’s
such, we are unable to vouch for the
website was
one particular hotel. The best service was from the Bestattravel.co.uk authenticity of this review or the
overturned by
agent, who offered seven nights’ all-inclusive at Couples Resort Negril,
identity of the agency assessed. We
fantastic customer
would like to apologise to Kwik Travel
service from its agent Jamaica, flying from Gatwick on March 3, costing £2,630 for two people.
and its homeworkers for the error.
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