Mystery Shopper's seller of the week: Roberta Montrimaite, Thomas Cook

Thomas Cook

37 Wood Street

Score 90%

Mystery Shopper said: The shop was clean and uncluttered, with neatly arranged brochures. A friendly consultant welcomed me and enquired if I needed help. They invited me to take a seat and asked lots of questions. I felt the consultant listened to my needs well. They searched Jet2holidays and Monarch for my flights and looked for hotels by the beach with a decent-sized pool, as requested. They found me an all-inclusive holiday at the Hotel Monarque Torreblanca, Fuengirola. The price was within my budget at £1,255 for two people, travelling on my preferred date for a week. The price included transfers, Atol cover and luggage costs. I was given an itinerary and quote. I was offered airport parking and travel insurance to seal the deal and encouraged to book as prices could change. They made me feel excited about the package, and the service was professional and personal. I would confidently recommend this agency to family and friends.

Roberta Montrimaite

travel consultant

Thomas Cook

How long in travel?
It’s been a year now and I worked in retail before that. I was looking for a career change and I’ve always wanted to learn more about new and exciting places around the world.

What’s hot now?
The Canaries are selling well for winter sun at the moment, and Gambia is a popular choice as the prices are good and the weather is warm in our winter.

What would you do if you weren’t in travel?
I wanted to be an English teacher when I was younger, so probably that!

Where are you desperate to visit?
I’d love to visit St Lucia for some Caribbean sun, or Lapland as I have a daughter and I think she’d really enjoy it.

Favourite destination?

Crete because I love Greek food and traditions, and there’s a lot to do.

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.