The mystery shopper visited two travel agencies in Wokingham, Surrey and requested a 10-14 day holiday to Fiji for a couple in October, with
a budget of £9,000.
They then made two Google.co.uk searches using the term ‘Fiji holidays’.
16 Market Place
Mystery Shopper said: The store was well maintained from the outside and clean and tidy on the inside, if a little dated. The consultants looked smart. One was sat at a desk towards the back and they beckoned me over. They admitted to not knowing the area. They explained they had no brochures but would call a specialist provider to see what was available. They involved me in that conversation, discussing flights, a stopover in Hong Kong and upgrading to a superior room in Fiji. When all the details were pulled together, they gave me a quote, which was within budget at £7,381. The whole process was relaxed and friendly and I was consulted at every step. They said if I paid a deposit and changed my mind, it could be put towards another holiday. I felt like I was in safe hands here. Spending this amount of money, I would want to be able to speak to a consultant face to face and sort out any problems with a person.
Thomas Cook Farnborough
Nikki was on a relief shift at Thomas Cook Wokingham
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.