The mystery shopper visited two agencies in Swansea and requested a 10-day European cycling holiday for two people in August with bike hire included on a budget of £2,000.
They then made two Google.co.uk searches using the term ‘self-guided cycling holiday’.
Mystery Shopper said: The site was on the first page of results, and my attention was grabbed by the mention of a bag-transporting service. The website was set out in a logical manner, and each tour had relevant, detailed information. The level of difficulty for each cycling holiday was clear so I could see which tours would suit my ability. Prices were prominently displayed, but the website encouraged users to call for availability. The consultant was friendly and helpful, giving me a detailed breakdown of the price (flights, transfers, bike hire and hotels) and flight departures. There was plenty of choice within my budget – a self-guided French cycling holiday for £1,802 was exactly what I wanted. The consultant created excitement about the holiday. They warned me hotels did get booked up quickly and flight prices could rise. They took my details and made clear that the holiday had been loaded on the system and would be easily accessible if I went ahead with the booking.
How long have you been with Inntravel?
I haven’t been here long, I’ve only just started working. I was a student studying English at Newcastle University.
Why make the move into travel?
When I left I wasn’t sure what I wanted to do. Inntravel was a known and respected local organisation so I thought why not.
Do you sell a lot of cycling holidays?
They are very popular and we also sell a lot of walking holidays too.
What is your advice for selling cycling holidays?
Make your client feel appreciated and be excited about what you are selling. Customer service is a top priority.
Which destinations are hot right now?
Our new cycling holiday to Rugen in Germany already has loads of bookings.
Have you been on holiday recently?
My boyfriend and I just got back from Rome. It was lovely see the Vatican.
TTG has teamed up with React Surveys to simulate a realistic booking process each week – that means a mystery shopper looking for the best deal from agents and operators on the high street, online, on TV or in newspapers. The Mystery Shopper research is carried out on behalf of TTG by React Surveys,and no further details or information can be disclosed. Researchers take into consideration first impression, sales process, product and budget match and extras offered before giving an unbiased opinion of which channel/company they would have booked with on that occasion. We do not claim that the winner is the best in an area or specialist sector, as we may report on competing travel firms in the future. Please note that the aim of Mystery Shopper is not to criticise individual agents or companies, but to promote good sales technique for the benefit of all in the travel trade.