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This week our secret shopper was in Glasgow booking a 12-night Baltic cruise for a couple. Who took the plaudits?
The mystery shopper visited two travel agencies in Glasgow, Scotland and requested a 12-night Baltic cruise for a couple in August 2017, with a budget of £4,000.
They then made two Google.co.uk searches using the term ‘Baltic cruise August 2017’.
2nd: Stewart Travel
3rd: Royal Caribbean
4th: Thomson
P&O Cruises
Mystery Shopper said: This was the second website that appeared on the Google search list. The layout appealed to me and I was encouraged to browse the site. Once I had entered my destination, duration and dates there was only one cruise available. I was able to see the itinerary clearly and see the excursions available, plus there were pictures of the ship. When I talked to the consultant I was asked for the duration, how many people were travelling and where I wanted to go. The same cruise I had looked at online was suggested at the same price – £4,198 for 14 nights. They said I would receive free luxury coach travel to and from Southampton.The consultant advised there were several of my chosen type of cabin left but there was no guarantee one would still be available if I did not book soon. They asked when I would be ready to make a decision so they could call me back.
Stewart Travel
139 Kirkintilloch Road
I was greeted enthusiastically on entering the store. I was asked lots of questions including dates and if they were flexible, duration, budget and if it was just the two of us travelling. The consultant was knowledgeable and enthusiastic. They said they would put together a package including flights and send it to me via email later that day. I received this within less than 45 minutes and it outlined a 13-night Holland America Line package including flights to Copenhagen for £5,136. I wasn’t specifically encouraged to book but I was given enough information in the email to make a decision. The consultant followed up with a call a day later to ask how I was getting on.
Royal Caribbean
This website came up first on the Google search. There were several options for a Baltic cruise and the itineraries and prices were clearly displayed. I called a consultant who asked for my dates, destination, and duration. They asked if I had looked online and seen any cruises that I liked. The consultant was able to find a cruise for my dates but it was above my price range at £5,631 for 11 nights. I was advised there were a limited number of cabins left and the consultant said I should book soon to ensure I was able to go on the cruise. However, they did not follow up with an email or call.
Thomson
The Triangle, Bishopbriggs
The store was clean and well stocked with brochures. I was greeted by a consultant on entering. They did not ask if I had a budget in mind and another consultant offered to help. When I asked for a Baltic cruise, the consultant asked if I wanted to go to Dubrovnik. I felt they did not have an understanding of where I wanted to go. A second consultant said P&O did a Baltic cruise. It was reasonably priced at £5,098 for 14 nights. The consultant could not print off the itinerary so wrote it on a piece of paper. The second consultant said there were five outside cabins and seven inside cabins left. I was asked for my phone number but did not receive a follow-up call.
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.
