MYSTERY SHOPPER WIN MY BOOKING
TUNBRIDGE WELLS, KENT
WANTED: A couple would like to spend two weeks in Cambodia and Vietnam, visiting all the essential sights, in March next year. BUDGET: £8,000.
WINNING AGENT
SENIOR TRAVEL CONSULTANT YVONNE HILLOCKS
‘ South Africa. VERDICT
All of the agents came up with good quotes but the winner seemed to be able to offer the best personal insight.
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!
Top-scoring agent each month will win use of a Mercedes SLK for 10 days
The winning agent must be at least 25, for insurance reasons. Any agent who is under 25 will win a week’s all-inclusive holiday at an Elite Islands Resorts property. The prize is non-transferable and the car must be driven only by the winning agent. The winner must not have any serious driving convictions. The winners will be informed by Travel Weekly.
82%
Flight Centre 10A CAMDEN ROAD
I was greeted in a relaxed and friendly
way, before the agent went through my needs and suggested extra places to visit. I was recommended a £5,101 trip with Buffalo Tours. She used leaflets and maps to show me the destination. I was not given a final cost estimate but was assured I would receive a first draft by end of day. Excursions were discussed but no other extras. More could have been done to maximise the budget.
65%
Thomas Cook 109 MOUNT PLEASANT ROAD
The service was warm, friendly and
attentive. However, I felt the agent didn’t know much about the destination – she pulled most of it from the brochure and did not appear confident in what she was selling. I was recommended a Vietnam and Cambodia trip from the Signature
Exotic Escapes brochure. The total was £8,001. The agent suggested a flight
upgrade. She said she would email me that day and call me to follow up.
Yvonne has been at Baldwins Travel
Tunbridge Wells since 1991. She enjoys safaris and has experienced these in Kenya and
Baldwins Travel 27 GROSVENOR ROAD
I immediately got the impression
that the agent was knowledgeable and professional. She was extremely enthusiastic about the destination, particularly Vietnam, and had been there, describing the area and tour in compelling detail. The agent patiently
ensured that she understood my needs. I was recommended the 14-day Cambodia and Vietnam Explorer tour with Travel2, with an extra night in Hanoi and an overnight junk boat cruise in Halong
Bay. She recommended high-end hotels to suit my budget. The trip was priced £6,869. The recommendations were ideal. The agent gave me time to discuss the holiday with my partner but assured me she would follow up. I felt very valued.
90%
THIS WEEK’S WINNER
42
travelweekly.co.uk 23 June 2016
WIN!
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