ALL ABOUT YOU — MYSTERY SHOPPER
WINNER!
THISWEEK’S WINNING AGENT
Sarah Hounsell travel adviser
Thomson SERPENTINE GREEN SHOPPING CENTRE
“I’m gobsmacked that I won! I’ve been a travel adviser for 20 years. I have been at Thomson for four years, but I used to work for a call centre, and before that I was at Lunn Poly. I book quite a few city breaks but I’m more of a family specialist. I love my job and I love the interaction with customers.”
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!
Thomas Cook 3 FLAXLANDS, BRETTON CENTRE
A few moments after I arrived, an agent offered to help. The agent was pleasant, but not overly engaging. This was the only agent to offer two hotels: the Konzerthaus MGallery and K&K Palais Hotel. A quote of £622 was sourced with Cresta, staying at the Konzerthaus, which I preferred, with
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travelweekly.co.uk — 11 December 2014
flights and a £50 discount. I would have liked more details on how to get to the centre of Vienna, as I turned down the transfer based on price. Travel insurance was offered, and excursions when prompted. A quote was emailed because of printing problems and I was phoned to close the sale.
Within 30 seconds, I was approached by an agent with a welcoming smile. The agent, who was enthusiastic and extremely knowledgeable about Vienna, asked about my flight, hotel, travel and insurance needs. She looked at flights from different airports, pointing out that some weekends in February were more expensive because of Valentine’s Day and half-term. The agent’s £743 quote with SuperBreak included three nights at the K&K Palais Hotel, flights, a night at Heathrow’s Aurora Hotel before travel and car parking. I was offered excursion details, although the agent suggested it might be easier to book once there. After asking a colleague, the agent confirmed a city pass could be bought.
72%
Oundle Travel 2 NEW STREET
I was acknowledged as soon as I entered by an agent who was on the phone, and served by another minutes later. The agent was knowledgeable. The information I gave was accepted, but the agent didn’t ascertain my budget. The quote was with SuperBreak for the K&K Palais Hotel, including
flights, for £641. I was also offered a night at the Thistle Hotel at Heathrow’s Terminal 5 for £75, including car parking. The agent didn’t offer add-ons, but gave me a handwritten quote and asked me to contact her the next day. The service was efficient and personal. I would recommend this agency.
87%
The holiday met my needs exactly. The agent gave me a brochure and printed quote, and emailed and rang subsequently to try to close the sale.
70%
MYSTERY SHOPPER
This Week: Peterborough, Cambridgeshire Wanted: Weekend for two in Vienna
A couple want to have a weekend in Vienna in February. They would like to stay for three nights, ideally in a four-star hotel close to the major sights. They would prefer to fly out on a Friday. Budget: £750. Verdict:All of the agents came up with a city break within budget, but the winning agent’s knowledge, enthusiasm and service shone through.
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