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MYSTERY SHOPPER WIN MY BOOKING


NOTTINGHAM


WANTED: A couple would like to go to Sicily in Italy for five nights in October and hire a car to do a bit of sightseeing. BUDGET: £2,000


WINNING AGENT


PERSONAL TRAVEL EXPERT KAREN HARDY


‘ VERDICT


All of the agents came up with good options, but the Kuoni agent was very thorough and listened to what I wanted – five nights not seven.


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.


70%


Thomson 20 LONG ROW


An agent said hello as soon as I went in, but was then called away. The agent who dealt with my enquiry was very


enthusiastic and asked lots of questions, but unfortunately knew little about


the destination. I felt pushed towards a seven-night option, instead of five – a £1,722 holiday with Thomson, also


staying at the Villa Diodoro. I was asked about insurance and car hire, but I was given only a printout of the quote.


65%


Thomas Cook 3 LONG ROW


I was greeted within a few minutes of entering the store by an agent who asked lots of questions. While she


was very friendly, it felt like she was just going through the motions. The cheaper of the two recommendations


was a £1,910 trip with Thomson Holidays, staying at the Hotel Monte Tauro for seven nights. The agent didn’t know much about the area and I was not given anything to take away or offered car hire.


“I have worked in travel since 1995


and have worked at Kuoni for three years. I have a great passion for Italy, especially Sicily,


and I felt I was able to pass on my knowledge of the destination.”


Kuoni 44 BRIDLESMITH GATE


As soon as I entered the store an agent stood up to greet me. I was offered a coffee and felt very relaxed as we


discussed my plans and preferences. The agent knew Sicily and had lots of advice on what to see and do, using Google


Earth to give me an idea of where things were. She said she would send a quote and we exchanged details. I was given two recommendations with Kuoni. The cheapest quote was five nights at the Villa Diodoro for £2,048, including private transfers, but not car hire. The recommendation was slightly over


budget and I was not offered insurance or tours. However, I was so impressed that I intend to take this holiday myself.


91%


THIS WEEK’S WINNER


46 travelweekly.co.uk 28 July 2016


WIN!


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