p52-53 mystery shopper oct10 7/10/08 16:17 Page 53
ttglive.com
mystery shopper knowledge
This week’s contenders: high street v internet v newspaper advert
Midlands Co-op
Thomson Page & Moy Titan HiTours
38 High Street
11-13 High Street PageandMoy.com Advert in the Daily Mail
The consultant I was offered a The options on I recognised
rushed my seat as soon as the site were Titan HiTours
enquiry and I entered. The descriptive and as a reputable
showed little consultant was clear. I phoned company and
interest. I wasn’t asked many polite and quickly set about for a quote for a Heart of the telephoned for more details.
questions and was offered only establishing my travel require- Rockies tour which visits Banff The agent was enthusiastic
one brochure, Cosmos. I was ments. Unfortunately, while I and Jasper – and Lake Louise and asked lots of questions.
not provided with much detail mentioned where we wanted as an optional excursion. A They then discussed a tour
about the holiday, such as the to go, length of stay and helpful consultant said they itinerary in detail which met
type of accommodation, meal budget, the suggested flights would email a quote within my needs and budget, and
plans or flight times. The landed in Toronto and at least 30 minutes but none arrived. other options were suggested
suggested holiday was only half the tour with Jetsave was I called back the next day and too. They quoted optional
12 days long. However, the around the east coast, not the they couldn’t find a record of excursions and offered to book
itinerary for the Canadian west. The price was also over my enquiry so I started again. them for me. At times it was
Rockies tour was comprehen- budget and accommodation Eventually, I was quoted difficult to ask questions
sive and the consultant details were not discussed. £4,058. While this was over because it felt like they were
included insurance and airport Extras offered included budget, it did include some reading from a script but I was
parking within the quote, insurance, airport parking meals and excursions. still impressed by their level
which came within budget. and a helicopter flight. Insurance was also offered. of service and desire to help.
✘ 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: Titan HiTours
On this occasion I would have booked through Titan HiTours. The
next
consultant went to a lot of trouble and provided me with plenty of detail.
week
I was offered a 14-night coach tour taking in Vancouver, Victoria, Kelowna,
Jasper, Banff and Calgary, including trips to Lake Louise, Maligne Lake and
Canyon, and Okanagan Valley. With return flights departing Heathrow on
Mystery Shopper goes
Titan HiTours wins
this week’s challenge
April 18, 2009, the price for two adults came to £3,490 including a free
to the north east
after the shopper
followed up a
home pick-up and drop-off. Co-op Midlands Travel, Thomson and Page &
newspaper advert
Moy’s website were not able to match the product or the level of service.
You see, as the UK’s largest independent travel consortium, with sales in excess of £2.5bn, we have the buying power to
provide you with best-in-class commercial terms, an industry-leading business travel proposition and a comprehensive range
of marketing materials.
Furthermore, we have not let size go to our heads, we recognise that each member’s business
is different and we believe that our dedicated product segment initiatives are second to none.
So if you feel that time is right for a change, why not give us a call:
020 7324 3931
www.advantagetravelcentres.com
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