The mystery shopper visited two travel agencies in West Sussex and requested an escorted tour to India’s major hotspots for a couple in their 50s with a budget of £5,000 in March 2017.
They then made two Google.co.uk searches using the term ‘India Golden Triangle escorted tour’.
Mystery Shopper said: I was very impressed by the website; it was easy to use and there were plenty of images which appealed to me. I entered details of the tour I wanted and later that day I was emailed a holiday. It wasn’t entirely what I requested as it was over budget but it did offer more days. The 16-day Splendours of India tour with flights from Heathrow was priced at £5,532, but I felt that this was justified due to the quality of the hotels, Virgin Atlantic flights and additional days. The holiday fell within the dates I wanted and it was the right airport for me too. I was impressed with the flexibility offered in terms of hotel and flight upgrades. When I received details of my enquiry, I was given a reference number and all the contact details I needed to book, including a Freephone number. This felt like a customer-friendly company and I would have been happy to proceed with the booking.
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.