The mystery shopper visited two travel agencies in Newark, Nottinghamshire, and requested a 10-day to two-week escorted tour to some of Central Europe’s key cities, for a retired couple travelling in May 2017 with a budget of £6,000.
They then made two Google.co.uk searches using the term ‘cities of Central Europe escorted tour’.
Great Rail Journeys
Mystery Shopper said: I had a very positive first impression of the website as it looked good and had an eye-catching design. It was easy to navigate and read, offering drop-down boxes and a contact section. My call was answered promptly and I was asked if I would like a brochure posted to me or to speak to a consultant. I was then transferred to an agent who asked detailed questions to establish my requirements. They were enthusiastic and offered me an escorted or independent travel option, explaining the benefits of both. The consultant recommended both an escorted trip on the Grand Imperial Cities tour, and a bespoke tour, which would visit a greater number of cities. I opted for the second, which came in at £6,000 for 12 nights. The consultant was very positive. I felt excited and that all my needs would be catered for. I received an itinerary and quote within 36 hours of making the enquiry.
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.