MYSTERY SHOPPER WIN MY BOOKING
HULL
Wanted: Two friends want to visit Las Vegas for the first time for a week in October. They would like to fly from London if possible. Budget: £4,000
WINNING AGENT
SENIOR TRAVEL ADVISER EMILY BARNES
‘ VERDICT
While all of the agents could have done more to maximise the budget, the winner’s enthusiasm and knowledge was a class apart from the other agents surveyed this week.
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!
Top-scoring agent each month will win use of a Mercedes SLK for 10 days
The winning agent must be at least 25, for insurance reasons. Any agent who is under 25 will win a week’s all-inclusive holiday at an Elite Islands Resorts property. The prize is non- transferable and the car must be driven only by the winning agent. The winner must not have any serious driving convictions. The winners will be informed by Travel Weekly.
56%
Dawson & Sanderson 20 PARAGON STREET
The agent came up with good recom- mendations but did not demonstrate much knowledge of the destination, or
really build up a rapport with me. I was given two options: one was a £2,465
trip with USAirtours, staying at Excalibur Hotel Las Vegas, but I was not given any information about the hotel or shown
a brochure. I was also quoted £282 per person for the Grand Canyon Heli Ranch Adventure tour, which I requested.
50%
Thomas Cook 38/40 PARAGON STREET
I had to wait almost five minutes before an agent was available. Despite my
request for London flights, the agent insisted on quoting for a package from Manchester, saying it was
hundreds of pounds cheaper. The two
recommendations included a seven-night trip with Thomas Cook Holidays, staying at the Vdara Hotel for £1,946. The agent showed good knowledge of Las Vegas but I was not asked about excursions.
I have worked in travel since leaving
school so it is something I am very passionate about. I joined Andrew Earles 10 years ago and
couldn’t imagine working anywhere else as we have so much freedom in what we can offer clients. What I love about my job is being able to offer people memories that will last a lifetime – to me, that’s priceless.
Andrew Earles Holidays 81 FERENSWAY
The knowledge and experience of the agent was immediately apparent. She was exceedingly enthusiastic and spent a while searching for the best
fares on London flights. The agent, who had visited Las Vegas twice, gave two recommendations, featuring hotels she had stayed at. One option, priced £2,320, was for a week at the Vdara
Hotel, staying in a suite and flying from Gatwick. I was given contact details
and told that the air fares might not be available for long. I was given advice
about excursions and tours to the Grand Canyon. The agent’s enthusiasm was infectious. The shop had some flood damage, for which she apologised.
96% THIS WEEK’S WINNER
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travelweekly.co.uk 7 July 2016
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