MYSTERY SHOPPER WIN MY BOOKING
HOMEWORKERS
WANTED: A couple want to escape to Saint Lucia for seven to 10 nights in March. They would like a luxury all-inclusive hotel, with spa treatments available. BUDGET: £6,000
WINNING AGENT
HOMEWORKER FIONA BROWN
The Co-operative PTA
CO-OPERATIVETRAVEL.CO.UK/ PERSONAL-TRAVEL-ADVISORS
The agent was friendly, showed an
interest in my enquiry and offered to call a number of suppliers to compare prices. I was given three 10-night
recommendations: Sandals Regency La Toc Golf Resort & Spa for £5,940, Sandals Halcyon Beach for £5,200 and
‘
I have been in travel since I was 16 and with Co-op Travel for
around 15 years. I’ve always been a personal travel advisor, I just love my job – I like being able to work from home and travel is my passion.
VERDICT
This week’s agents were enthusiastic but all could have asked more questions to gain a better understanding of Mystery Shopper’s needs.
St James’s Club Morgan Bay for £4,341. All holidays included flights with British Airways. I thought the recommendations fully met my needs and the agent added to the service by talking about her
personal experiences of the destination. I would have liked her to have asked a few more questions about my special
interests. The agent did not attempt to close the sale, but did send three emails.
72%
THIS WEEK’S WINNER
66% 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 10 minutes will fail to score!
Hays Travel
HAYSTRAVEL.CO.UK
The website was very colourful and the phone number easy to see. The agent was enthusiastic and offered to source
options before calling me back within an hour. I was given three options: Sandals Regency La Toc Golf Resort & Spa for £8,020, St James’s Club Morgan Bay for £6,128-£6,798 and Windjammer Landing for £7,280. I was quoted 14 days rather than 10, so they were overbudget. I
was not emailed photographs and no attempt was made to close the sale.
48%
Independent Travel Extras
INDEPENDENTTRAVELEXPERTS.CO.UK
The website looked professional but I could not find information about
my preferred holiday, and the phone number wasn’t clear. The agent had a jovial manner. I was recommended a £4,500 10-night trip with Hayes & Jarvis, staying at St James’s Club Morgan
Bay. I felt the agent could have asked more questions, including my budget, and given a recommendation over the phone. Instead, I was told they would follow up by email.
42
travelweekly.co.uk 10 December 2015
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