ALL ABOUT YOU — MYSTERY SHOPPER
89%
THIS WEEK’S WINNING AGENT
Alex Leete Co-owner
Globalrivercruising.co.uk
“We [Alex and her husband Simeon] started up Global River Cruising two years ago and have been specialising in river cruises ever since. We’re part of the Global Travel Group. I enjoy speaking to customers and meeting their needs.”
I liked this website – it was easy to use and there was plenty of relevant information and good pictures. It took a while for my call to be answered but the agent I spoke to was friendly and enthusiastic. The agent asked lots of relevant questions to find out what I wanted and had great knowledge of the Danube and river cruising. Four hours after the call I received a very detailed email with quotes for five cruises. I was offered sailings with Viking River Cruises, Uniworld, Titan Travel’s Mozart, Luftner Cruises and Riviera Travel. I was also given prices for different departure dates. The quote included pictures of the ships and links to the itinerary details. The agent tried to seal the deal by discussing deposits. However, I would have liked information
WINNER!
about add-ons such as airport hotels and insurance, and also details about the airlines on which I would be flying.
Bluewaterholidays.com 85%
SCORINGSYSTEM 50%
Advice and product knowledge
25% 15%
10%
TIME OUT
Customer service
External/internal appearance
Overall experience
Any agency that keeps Mystery Shopper waiting for 15 minutes without acknowledgement will fail to score!
The-cruise-specialists.co.uk
This site was easy to use, with lots of information, but I felt it was tailored towards those who knew what cruise line and ship they wanted to sail with. The agency’s phone number was clearly visible and the agent I spoke to friendly but a bit
46 •
travelweekly.co.uk — 16 January 2014
abrupt at times. The agent recommended Viking River Cruises and Uniworld. I wasn’t given any indication of costs or airlines on the phone, but the agent said I would receive quotes in a follow-up email. No such email ever arrived.
There was lots of really useful information on this website relevant to my requirements, particularly a Danube Highlights section. I called the company and was put through to an agent who could help with my enquiry. The agent was friendly and easy to talk to. I was given
two quotes. The first was for Viking River Cruises’ Viking Njord for £5,390 for the two of us, departing on September 27. The second was overbudget at £6,190 on the same ship for a departure a week earlier. I was given lots of details about the ship and river cruising in general.
47%
MYSTERY SHOPPER
This Week: Online cruise specialists Wanted: A relaxing river cruise
A couple are looking to try a river cruise for the first time and are keen to sail on the Danube in September. They have been on ocean cruises. Budget: £5,500. Verdict: The winning agent ticked all the boxes and offered several options.
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