ttglive.com
mystery shopper knowledge
This week’s contenders: high street v internet Baldwins Travel
25-27 Grosvenor Road
I was welcomed immediately and offered a seat. The agent quickly found
out my requirements and began a search. The results were narrowed down, largely by price. The agent had been to Jamaica recently and told me about the resort options in an informed and confident manner. I felt like a valued customer as they focused their attention on me. They found several holidays matching all of my needs. No extras were offered but their knowledge gave me confidence to book.
✔ ✔ ✔ ✔
First impressions Sales process Product match Incentive to book
33 Mount Pleasant Road Packyourbags
I was greeted by two consultants who directed me to a desk and after a few
minutes I was offered a seat. The desk was quite untidy but the agent quickly established the main elements of my holiday. They didn’t chat to me while they searched, and I felt ignored. However, the sug- gested holiday met my needs in terms of board basis, price and facilities. Seat upgrades were also offered. Based on price, I would have considered booking, but I was put off by the lack of professionalism.
✔ ✘ ✔ ✔
First impressions Sales process Product match Incentive to book
This week’s winner: Baldwins Travel
Yvonne Hillocks at Baldwins Travel won over the mystery shopper with her knowledge of Jamaica
Both
virginholidays.co.uk and
thomson.co.uk were easy sites to use and provided good travel options that met my requirements. However, I much preferred the face-to-face service provided by a high street agent and would have given my booking to one of them. Of the two, I would have gone for Baldwins Travel over Packyourbags, as their service was more professional and talking to an agent with personal experience gave me confidence in the booking. I was offered seven nights’ all-inclusive at Beaches Sandy Bay in Negril, departing November 6 from Gatwick, at a cost of £3,8751.50.
nextweek
Mystery Shopper goes to Scotland
Virginholidays.co.uk
This site was attractive and easy to use. It was clear what I was getting for
my money. There was a search function where I input all my travel needs and I felt fairly involved throughout the search process. Once I had selected a holiday from the list of options I was satisfied that it met all my requirements and that the holiday would be a good choice. It came within my budget and I was offered a range of extras, including flight upgrades, transfers and excursions.
✔ ✔ ✔ ✔
First impressions Sales process Product match Incentive to book
Virgin Holidays Thomson
Thomson.co.uk
I liked the look of this website and found it welcoming. Information
was clearly displayed and its level of functionality was good. However, when I came to search for a holiday I wasn’t always entirely sure what was happening, and consequently I didn’t feel fully involved. Despite this, my requirements were met quickly and a well- suited option was provided that was within my budget, so I felt satisfied. Seat upgrades and insurance were also offered to encourage booking.
✔ ✘ ✔ ✔
First impressions Sales process Product match Incentive to book
Two become three
Look out for big news coming next week from the Page & Moy Travel Group
03.09.2010 37
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