MYSTERY SHOPPER WIN MY BOOKING


GUILDFORD, SURREY


WANTED: A romantic break in Rome. A couple would like to stay for four nights in May. They would like a city-centre hotel and are interested in booking a day trip to Pompeii. BUDGET: £1,700


WINNING AGENT


TRAVEL CONSULTANT PLAMEN YORDANOV


‘ VERDICT


None of the agencies managed to give me a total holiday cost despite me pushing for this. Overall it was a disappointing week.


I have worked in this role for a


year and a half and have worked in the travel industry for 10 years, starting out as


a tour guide in Bulgaria. Travel is my passion and I could not imagine doing a job that does not involve working with the public and finding someone their perfect holiday.


Thomas Cook 46 HIGH STREET


I was welcomed as soon as I entered the shop by an agent who listened


carefully to my request. He gave me the impression he knew about Rome and showed me an Inghams brochure before recommending a four-night


stay at the Miami Hotel, for £716, not including flights, as well as an ‘elite


trip’ to Naples and Pompeii for £83 per adult. The agent said the hotel was in the centre of Rome, near the Spanish Steps. I was not told the times of the flight, I was just asked where I’d like to fly from. The agent did not try to close the sale – he was happy for me to take


the information away and consider. I was impressed with the agent’s knowledge but would have appreciated a total cost.


81%


THIS WEEK’S WINNER


63% SCORING SYSTEM


50% Advice and product knowledge


25% Customer service


15% External/internal appearance


10% Overall experience


TIME OUT


Any agency that keeps Mystery Shopper waiting without acknowledgement for 10 minutes will fail to score!


Flight Centre 23 SWAN LANE


The agent took care to ask my budget


and attempted to meet my requirements. A lot of research was done in the store, but I did not see any images of hotels, apart from thumbnails on the computer. The agent needed a bit of advice from colleagues at one point and although the consultant was happy to trawl the


web for flights, it took a long time. The biggest problem was the agent failed to email me any holiday options.


39% Kuoni 42 HIGH STREET The shop looked inviting from the


outside, however the agent didn’t seem overly enthusiastic about my holiday. It took a while for my query to be dealt with and when I was eventually spoken


to the staff member gave me a brochure and said if I was interested I could


contact another agent in the store. I was not asked my budget or requirements and when I asked about a tour I was directed to a chapter in the brochure.


46 travelweekly.co.uk 25 February 2016


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