ALL ABOUT YOU — MYSTERY SHOPPER
THIS WEEK’S WINNING AGENT
Jackie Chalk assistant manager
Bath Travel 14 ST THOMAS CENTRE
90%
“I’ve worked for Bath for the past four years but I’ve been in travel for 18 years. A lot of our disabled customers tend to go on a cruise but we work very closely with Enable Holidays and they’re extremely helpful when it comes to queries such as this.”
I was acknowledged with a smile as soon as I entered the shop. The agent who served me was attentive and listened carefully to what I required. She took the time to find a suitable operator and was eager to find me the best recommendation. The agent had a good knowledge of the destination and what would be required in a disability-friendly hotel. I was quoted £2,723 to stay at the Hotel THB Tropical Island in Lanzarote in a one-bedroom apartment on an all-inclusive basis. The trip was through Enable Holidays and I was given one of its brochures to take away. I was also given a full quote in a folder and a printout of the hotel’s facilities. We discussed parking and insurance and the agent encouraged me
Thomson 28 HIGH STREET
80%
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 7 HIGH STREET
I was offered a seat but had to wait for a short time while the agent finished with a previous enquiry. The agent was welcoming and friendly. I was asked lots of questions but the agent had a limited knowledge of what was suitable for disabled travellers. The computer system wasn’t working so the agent
40 •
travelweekly.co.uk — 28 May 2015
promised to contact me with a quote, which I received that day. Three hotels were recommended: SunConnect Suite Hotel Atlantis and Elba Sara Hotel, both in Fuerteventura, and Bahia Principe Costa Adeje in Tenerife. I was told the agent would have to check if the hotels were suitable for disabled guests.
This shop was busy and it was five minutes before I was acknowledged, but I was given a friendly welcome and an apology. The agent appeared genuinely interested in finding me a suitable holiday. She listened to my requirements and searched thoroughly for a suitable hotel. I was recommended
the Riu Paraiso Lanzarote Resort in Playa de los Pocillos and given a quote of £2,227 which included transfers and insurance. The agent had a limited knowledge of travel for disabled people but was able to get advice from a colleague. I was encouraged to book and told of the deposit requirements.
WINNER!
to book but understood when I said I needed to discuss it with my family. The agent shared my enthusiasm for the trip. I would recommend this shop.
64%
MYSTERY SHOPPER
This Week: Exeter Wanted: A disability-friendly trip to the Canary Islands
A single parent wants a week-long holiday in the Canary Islands with her four-year-old child and disabled mum. The recommended hotel must be wheelchair-friendly. Budget: £3,500. Verdict:The agent was thorough and offered great advice.
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