MYSTERY SHOPPER WIN MY BOOKING
SWANSEA
WANTED: A couple want an all-inclusive holiday in the South of France for a week, near a town, beach or resort. They’d also like information on vineyards, historical sites and car hire. BUDGET: £4,000
WINNING AGENT
TRAVEL CONSULTANT RACHEL HUGHES
‘ VERDICT
All the agencies struggled to find an all-inclusive option, with none suggesting the likes of Club Med. But Thomas Cook came closest, and did most to add value.
SCORING SYSTEM
50% Advice and product knowledge
25% Customer service 15% Website appearance 10% Overall experience
TIME OUT
Any agency that keeps Mystery Shopper waiting on the phone for 10 minutes will fail to score!
65%
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.
The Travel House 26 PARK STREET
The shop was pleasant but in need of a spruce-up. Employees’ dress ranged from simple to leopard skin. A helpful agent suggested Hotel Nice Riviera,
flying with easyJet, at £2,399 in total for two adults for a week. Despite having said my budget was higher, the agent seemed intent on bringing the price
down and said only B&B was available. I was asked the basics, but nothing more and given the holiday details on paper.
50% Thomson 1 ST MARY’S ARCADE, THE QUADRANT
This agency looked good but was very busy, so it was 15 minutes before I was
served. I was offered a Thomson holiday, flying from Bristol with easyJet, and
staying at the Hotel Nice Riviera. The search was based on price rather than facilities and I was quoted £2,399. No
brochure was given as the hotel wasn’t featured in brochures the agency had. Car hire was discussed and I was given the details on paper but no business card.
It’s important to pay attention to
detail and stay positive. I always try to get customers exactly what they want, so although
there was no all-inclusive, half-board was available. I’m chuffed to win.
Thomas Cook 258 OXFORD STREET
The agency was clean and well laid-out with clear displays. A friendly and cheerful agent welcomed me straight
away. She could not find an all-inclusive holiday but suggested the Aston La Scala hotel in Nice on a half-board basis, flying with easyJet from Bristol. The cost was £2,263 and I was given a few car hire options I could add, including for £119 from Nice airport. The hotel looked well
worth its four-star status and although it was well under budget it was the closest I got to all-inclusive from any agency. Airport parking, transfers and insurance
were discussed. The agent had excellent knowledge and put effort into finding me a suitable holiday.
90% THIS WEEK’S WINNER
46
travelweekly.co.uk 28 September 2017
WIN!
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