p52-53 mystery shopper oct24 21/10/08 18:48 Page 53
ttglive.com
mystery shopper knowledge
This week’s contenders: high street v internet
Travel Time World Romano Travel Expedia Unpackaged Attractions
225 High Street, Berkhamsted 2 Lacey’s Yard, Chesham Expedia.co.uk Unpackagedattractions.co.uk
It was a couple I couldn’t find When I did an This website
of minutes another agency internet search, came high in
before I was in Berkhamsted Expedia was one the results list.
acknowledged so went to Che- of the sponsored The website
and greeted. The sham instead. links down the was bright and
consultant asked what I Staff acknowledged me right hand side. I found the straightforward. I entered my
was looking for and when, straight away, and the store site easy to navigate but it did destination and dates, and
but once I’d answered the was clean and tidy. The not show tickets for so far in found that tickets were not yet
questions didn’t do much to consultant asked me lots advance, so I called the available for April 2009. I
make me feel involved in the of questions and explained helpline. The consultant asked phoned the call centre and my
process. I mentioned I liked what she was searching for. lots of questions and gave call was answered quickly by a
the look of Young Einstein, so I was given a Keith Prowse lots of explanation, but said he friendly consultant. The
they made a phone call but Attraction Tickets brochure could only do bookings up to consultant said they had just
the operator said they don’t do with backgrounds on the three months in advance. received details regarding the
tickets for that show. The shows. We discussed Mary There was no attempt to sell dates I needed, and suggested
consultant did not look into Poppins which she said might any other extras, but he said Shrek The Musical for £83 per
any other shows for me, but cost around £63, but said was Spamalot would cost £73.37 person. An impressive service,
just suggested I went home too early to book. She also per person, which seemed though no other services or
and looked on the internet. suggested a helicopter ride. reasonable. extras were proposed.
✘ 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: Romano Travel
The overall experience at Romano Travel was very impressive and would have secured
next
week
my booking. The consultant there, Hazel, was not actually able to make the booking
immediately as tickets were not yet on sale, but she gave me plenty of information and
advised what the prices might be. She also recommended other activities that we
Mystery Shopper goes
might enjoy, which nobody else did. I would have been happy to book through either
to the West Midlands
Unpackaged Attractions and Expedia, but my experience at Travel Time World was
very disappointing.
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