The mystery shopper visited two travel agencies in Merthyr Tydfil, South Wales, and requested a family holiday for four people in Dubai, with a budget of £6,000.
They then made two Google.co.uk searches using the term ‘Dubai family holidays’.
Mystery Shopper said: This site was included within the first few links on Google and the tagline “luxury, special deals” caught my eye and made me click. I was taken directly to the information page on Dubai, which had inspiring images. There was also information on Dubai including flight times, weather, currency and activity options. A phone number to contact a consultant was displayed with opening times. The search facility was straightforward to use and I could filter results to find holidays within my budget. The key aspects of each hotel were displayed with every package, with a particular focus on what was on offer for children, as well as offering customer reviews – both of these elements impressed me. The package for seven nights at Atlantis, The Palm resort met my needs and was under budget at £5,975. The level of customisation on the site was excellent – it allowed me to change elements such as flights, board basis and transfers.
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.