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Travel industry news

26 Jul 2017

BY Stephen Miller


Mystery Shopper's seller of the week: Citalia

This week our secret shopper was in Kendal, Cumbria, to book a week to the Italian lakes for a couple in their 50’s.


The mystery shopper visited two travel agencies in Kendal, Cumbria, and requested a week-long break to the Italian lakes for a couple in their 50s, with a budget of £2,500.

They then made two searches using the term ‘Italian lakes holiday’

The winner

The winner



Score: 98%

Mystery Shopper said:
The website was easy to use and the contact details were clearly labelled. After searching the site I found a variety of options that appeared to suit my requirements. The agent I telephoned was very knowledgeable, and the itinerary and quote were sent to me even before we had finished the call. I was given a lot of detail including how much luggage was allowed. The consultant asked plenty of questions to ascertain my needs. They then gave me their direct line so I could phone to book the holiday or receive more information. The holiday, a stay at the Hotel Piccolo Mondo in Lake Garda priced from £1,650, was a great match in terms of dates and flights. Although I wasn’t pushed to book or told that prices may change, the description of the trip was very good and I could picture it clearly. I would definitely book with this company in the future.

Citalia’s tips on selling the Italian lakes:

  1. The ideal months to visit the lakes are May, June and September when clients can avoid the busiest crowds but still enjoy the warm weather.

  2. Travelling by ferry is a must when visiting the lakes; it’s a great way to see the other towns along the shores, the islands and beautiful botanical gardens and villas.

  3. For longer stays guests can explore other attractions in the north such as Venice or Verona from Lake Garda, or Milan from Lake Como – which can be organised through Citalia.

  4. For those looking to see more of Italy in one trip, the mountainous Dolomites area in the north is perfect for twinning with Lake Garda.

  5. Bardolino in Lake Garda has vineyards producing fantastic local wines, where Citalia can organise wine tasting. There’s also a wine festival in Bardolino at the end of September.

React Surveys explainer / disclaimer

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.

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TTG Media Limited.
Place of registration: England and Wales.
Company number 08723341.
Registered address: New Bridge Street House, 30-34 New Bridge Street, London EC4V 6BJ
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