MYSTERY SHOPPER In association with MIDDLESBROUGH
WANTED: Two friends would like a city break to Budapest in early October. They’re flexible on dates but want to travel on a Friday morning and return either late on Sunday or on Monday. BUDGET: £750
WINNING AGENT TRAVEL SALES CONSULTANT
DIANE BOTTOMLEY ‘ VERDICT
All of the agents could have provided more information, but the winner was efficient and knowledgeable.
I have worked for Thomas Cook for
more than 20 years and have been in this branch for 18. I love travel and the fact that every day
is different – finding people their perfect holiday is my priority.
Thomas Cook 107 LINTHORPE ROAD
The shop was clean and tidy and I was
greeted almost immediately. The service was very quick and efficient. The agent appeared a little reserved at first but became friendlier as our discussions went on. The agent didn’t ask about
my budget but seemed knowledgeable about the accommodation available. I was recommended a trip through Thomas Cook’s City Escapes brand and
quoted £663. The agent suggested Hotel Belvedere Budapest and flights with
easyJet. I was given details of a Castle Explorer tour at £39 each, plus a quote
for insurance. The agent encouraged me to book. I would have liked to have been given more information to take away.
75% THIS WEEK’S WINNER
55%
Dawson & Sanderson 5 NEWPORT ROAD
I was welcomed straight away but SCORING SYSTEM
50% Advice and product knowledge 25% Customer service 15%
External/internal appearance 10% Overall experience
TIME OUT
Any agency that keeps Mystery Shopper waiting without acknowledgement for 15 minutes will fail to score!
instantly felt rushed by the agent. It seemed as though the agent was going through everything quickly because it
was near to closing time. The consultant had some knowledge of the destination but I felt could have done more research. I was given two quotes and both were
overbudget. The first was for the Hotel Mecure Korona for £957, the second was £859 for the Hotel Mediterranean.
TIME OUT
Thomson 33 LINTHORPE ROAD
First impressions weren’t great as the shop seemed a little dirty and untidy.
Both members of staff were busy and I was kept waiting for about 20 minutes without acknowledgement. When I
was welcomed, the agent who handled my query was very helpful. I was
recommended a trip with SuperBreak for £764 to stay at the Art’otel by Park Plaza. Had it not been for the delay at the start, this agent would have scored highly.
36
travelweekly.co.uk 3 September 2015
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