MYSTERY SHOPPER WIN MY BOOKING
WATFORD, HERTFORDSHIRE
WANTED: A couple would like to go on a river cruise for the first time in April. They would like to go along the Danube for around seven days with a premium or high end cruise line. BUDGET: £5,500
WINNING AGENT
MANAGING DIRECTOR RICHARD GOATES
‘ VERDICT
The winning agent used his many years of experience to tailor the holiday to my needs.
SCORING SYSTEM
50% Advice and product knowledge
25% Customer service 15% Website appearance 10% Overall experience
TIME OUT
Any agency that keeps Mystery Shopper waiting on the phone for 10 minutes will fail to score!
I am very happy to be the winner. It is
important to engage with customers straight away and make the holiday unique and
individual to them, something I reiterate to my staff.
Grove Travel 91-93 ST ALBANS ROAD
The agent was dressed smartly and was enthusiastic. He was very patient when he found out I had not been on a cruise before and asked my preferences for
budget, accommodation and excursions. The first quote was £3,590 for Viking’s eight-day Danube Waltz sailing on Viking Var in a deluxe stateroom, including British Airways flights from
Heathrow and two nights at an unnamed hotel in Budapest. The second was a nine-night Prague and Danube Dreams cruise on Avalon Expression costing £5,094, which better suited my budget. This included flights from Heathrow on April 9. I was not offered any upgrades, but the agent was experienced and confident in dealing with operators.
88% THIS WEEK’S WINNER
Top-scoring agent each month will win use of a car for 10 days
The winning agent must be at least 25, for insurance reasons. Winners 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. Elite Island Resorts will endeavour to supply the car to the agency but reserves the right to request the winning agent to collect and return the car from Essex or a central location.
73%
Thomson 118 HIGH STREET
There was a bit of a wait when I first
arrived, but the agent was friendly and helpful. I was quoted £5,380 for the eight-day Viking Danube Waltz cruise in
a Veranda Suite on Viking Var, two nights at the Four Seasons Gresham Palace in Budapest, flights from Heathrow with BA and transfers. I would have scored this agent higher had they explained why the price was almost £1,800 more than Grove Travel for the same cruise.
71%
Flight Centre 116 HIGH STREET
The agent was quite helpful although I
had to wait some time. When I was seen I felt rushed and I wasn’t asked many questions. I was quoted £4,108 for the
Viking Danube Waltz cruise including two nights in Budapest, but I was not given the name of the hotel. My flights were with BA on April 7 and I was emailed a very detailed itinerary. The agent had
some knowledge of the locations but was not as enthusiastic as the other agents.
42
travelweekly.co.uk 3 November 2016
WIN!
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