ALL ABOUT YOU — MYSTERY SHOPPER
WINNER!
THIS WEEK’S WINNING AGENT
Michelle Coltman manager
Bath Travel 33 ILSHAM ROAD
93%
“I’ve been in the industry working abroad for tour operators and in retail for 20 years, the past five years have been with Bath. We do a lot of cruise in this branch and we do all the cruise training sessions.”
I was acknowledged soon after entering the shop by a friendly and enthusiastic agent. I was asked lots of relevant questions about my needs and the agent was soon able to offer me several choices. After discussing the options the agent provided a quote for £7,153 through Royal Caribbean International for a sailing on Independence of the Seas on a round-trip from Fort Lauderdale. The price was for an ocean view room, with insurance, taxi transfers and a night at the Golden Glades Hotel in Miami. The agent gave me information about the facilities and the recommendation met all my needs, but I would have liked to have spent more time discussing what I could expect onboard. The agent was really
Thomas Cook 54 UNION STREET
SCORING SYSTEM 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!
91%
Thomson 84 UNION STREET
The only agent in the shop was busy helping customers when I arrived. I wasn’t acknowledged until another agent arrived 10 minutes later. The agent was friendly, but seemed a little rushed. The agent had some knowledge of the cruises, but seemed to have difficulty accessing details
56 •
travelweekly.co.uk — 11 September 2014
from operators outside of Thomson. The first quote I received was for £3,888 on Thomson Celebration on its Caribbean Treasures cruise. I was later emailed a second quote for £8,516 on Royal Caribbean’s Oasis of the Seas in a junior suite. Insurance was offered, but only after I requested it.
I was looking at the brochures when an agent offered me assistance. The agent listened to my questions and any queries I had were resolved without hesitation. I was asked lots of questions to determine my needs and the agent had a very impressive knowledge of cruise. I was quoted
£5,981 for a Princess Cruise holiday including hotels at Heathrow and Miami, car parking, and insurance. The holiday was for longer than the 10 requested. I would have liked the agent to have used my budget more, but I would happily recommend this service.
thorough and I would have trusted her to cover all of my holiday requirements. My details were taken and a follow-up call was arranged.
65%
MYSTERY SHOPPER
This Week: Torquay, Devon Wanted: A Caribbean cruise for a family of four
Parents with two young kids want to go on their first Caribbean cruise this December for up to 10 days. They aren’t fussy about their cabin type or the itinerary but good children’s facilities are important. Budget: £9,000 Verdict:The winning agent was thorough and offered great advice.
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