p70-71 mystery shopper sep26 23/9/08 17:41 Page 59
ttglive.com
mystery shopper knowledge
This week’s contenders: high street v internet
Hays Travel
Courtney Airsavers Crystal Ski P&V Holidays
Vine Place
17 Blandford Street crystalski.co.uk pv-holidays.com
This shop was The consultant The website’s This site was
smart, tidy and acknowledged layout made it well laid out.
clean, and the me at once, easy to quickly There were
staff welcoming asked how they find information several ways to
and friendly. A consultant could help and took interest in about resorts and availability. search and a good range of
spent time ascertaining my my booking. However, they Details included distances to breaks available at reasonable
needs fully and then searched did not ask sufficient questions ski lifts, ski buses and pistes. prices. Lots of information was
for my exact requirements. to establish my needs or The search itself was also fast, provided about my selected
She found that self-catering budget, and admitted that this while getting a quote and resort and accommodation, as
was not available, so suggested was not their regular type of moving through the booking well as details about the pistes
a small catered chalet instead. booking. Self-catering was not process was straightforward. and distances to shops, ski lifts
The agent then ensured that available and the holiday The options given met most of and ski schools. I was offered
other aspects of my request offered was too expensive by my requirements although, as seven nights’ self-catering at
were fully matched. I was told £400. As no brochures were found on the high street, self- Residence Pierre & Vacances
the resort was good for inter- available the agent spent most catering was not possible in Flaine La Floret for 830.
mediate skiers and I was of- of the time on the computer. chalet accommodation. A good This was easily within budget
fered pre-booked ski passes. I However, I was offered several range of holidays was offered, but did not include flights
was invited to call back for extras and contact details to the quotes were within budget as these had to be booked
more information or to book. acquire further information. and extras were available. independently.
✔First impressions ✔First impressions ✔First impressions ✔First impressions
✔Sales process ✘ Sales process ✔Sales process ✔Sales process
✘ Product match ✘ Product match ✘ Product match ✘ Product match
✔Incentive to book ✔Incentive to book ✔Incentive to book ✔Incentive to book
This week’s winner: Michelle Payne, Hays Travel
Hays Travel would have secured my booking. The quote was not the
next
cheapest, but consultant Michelle Payne offered the widest selection of
week
“near matches” when she realised self-catering options were not available.
Michelle suggested seven days’ full-board at Chalet Helene, Morzine,
flying from Newcastle on January 10, with transfers, for £2,000 for four
Mystery Shopper goes
to the south-west
Michelle spent time
adults. Based on cost alone, I would have used Crystalski.co.uk. At £1,860
understanding exactly
it was the most competitive price for a near-product match. By contrast,
what the mystery
shopper wanted Pv-holidays.com couldn’t offer flights, and Courtney was over budget.
Campaign proudly
sponsored by
Look out! Fraggles are set to
invade Gran Canaria!
Watch out for Mokey, Boober, Red, Wembley, and Gobo’s
In
appearance at The Travel Convention for the Family Holiday
a
i
d
Association—the charity that gives families a break.
o
f
Registered charity no 800262. www.fhaonline.org.uk
info@fhaonline.org.uk telephone 020 7323 7290
26.09.2008 71
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