MYSTERY SHOPPER WIN MY BOOKING
WINCHESTER
WANTED: A solo traveller is seeking a three week holiday in November in Australia. They want to visit Melbourne, Canberra and Sydney and would be interested in pre-booking excursions. BUDGET: £8,000
WINNING AGENT
SALES CONSULTANT, TRAVELBAG CARLY O’NEILL
‘ VERDICT
All our visited agents did well this week, with the winner’s customer service exceeding the others.
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!
Correction: In the June 29 issue of Travel Weekly we published that Glenn Travel did not provide a promised quote and follow-up email to mystery shopper for the Northern Lights brief. This was incorrect and a full quote and itinerary was supplied after the initial interaction, bringing their score up to 80%.
The top-scoring agent each month will win the use of a car for 10 days
The winning agent must be at least 25, for insurance reasons. Winners 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. Elite Island Resorts will endeavour to supply the car to the agency but reserves the right to request the winning agent to collect and return the car from Essex or a central location.
I am so excited! I have been at
Travelbag for three years and enjoy the variety I encounter every day, with all the places
customers want to visit.
Travelbag 99 HIGH STREET
As I entered, I was welcomed with a smile by a cheerful agent. I was offered a 21-day trip from Travelbag’s Australia & New
Zealand brochure, visiting all of the places I had requested, for £4,645. Flights were with Etihad Airways on November 1, with accommodation at the Cosmopolitan Hotel in Melbourne, Pavilion on
Northbourne in Canberra and the DeVere Hotel or Novotel Manly in Sydney. I was also given personal recommendations by the agent, who had excellent knowledge of the country. She suggested car hire
and excursions in each area that needed pre-booking, plus excursions that could be booked out there. The agent took my
contact details and said she would email a full quote the following day, which she did.
90%
THIS WEEK’S WINNER
88%
Hays Travel 26 THE SQUARE
The shop was well kept and the staff greeted me in a friendly manner. An agent took my contact details and promised a follow-up email, which I
received the next day with an itinerary. I was offered a 20-day holiday from the Hays Faraway Australia, New Zealand and South Pacific brochure, flying with Qantas from Heathrow on November 5, for £5,586. The agent was helpful and friendly, but had to ask a colleague, an Australia expert, to do the quote.
82%
The Independent Holiday Shop
UNIT 35, THE BROOKS The shop was inviting and the staff
greeted me with a smile. An attentive agent took my details and suggested a 20-day trip from Travel 2’s Australia and New Zealand brochure, flying with Emirates from Heathrow on November 5, for £7,242. The quote included car hire details and offered excursions in each destination. The agent asked
fewer questions but provided a suitable itinerary and made more of my budget.
50
travelweekly.co.uk 20 July 2017
WIN!
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