The mystery shopper visited two travel agencies in Skegness and requested a fly-drive holiday for two people in Canada, including Vancouver, Banff and Jasper in May 2016, with a maximum budget of £4,000.
They then made two Google.co.uk searches using the term ‘fly-drive West Coast Canada’
Thomas Cook, 84-88 Lumley Road
Mystery Shopper said: The windows were clean and had interesting offers. I was greeted immediately by a smartly dressed consultant who smiled and offered help, before inviting me to take a seat. They asked a lot of questions including whether I wanted to book the accommodation myself or not, flights, tours, extras, car hire, intended route and budget. I was offered a brochure to look at while the consultant searched on the computer. They reacted to my answers, tailoring the holiday to my needs. They researched alternative dates for flight prices, I was shown the route on Google Maps to verify distances, and told about booking extras such as wildlife tours. I was given a printed quote [at £2,877], a business card and the brochure, and invited to contact the consultant once I had spoken to my partner. I felt excited by the package, as the consultant was enthusiastic about the places. I would recommend this agency to others for being friendly and professional.
Thomas Cook, Skegness
How long in travel?
I’ve worked for Thomas Cook for five years now. Before I worked for Coral, the bookmakers.
How often do you sell Canada?
It’s not one of our top sellers, so it’s quite exciting when the customers do come in and request it.
What are your top sellers?
We do a lot of the Canaries, Turkey and Egypt. For the long-haul it tends to be Florida, Mexico and the Dominican Republic.
Have you been on holiday this year?
I haven’t because I’ve not long been back from maternity leave but I’m taking my two daughters to Disneyland Paris next year.
Where’s on the bucket list?
Florida – so we can go to Walt Disney World there!
Tell us something we may not know about Skegness?
This summer a new aquarium opened – it’s a good family day out.
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.