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TTG’s mystery shopper was impressed by service, knowledge and agency appearance on a visit to Enniskillen
The mystery shopper visited a travel agency in Enniskillen, Northern Ireland and requested a seven-day Mediterranean cruise next August for two adults and two children with a budget of £5,000-6,000.
They then made two Google.co.uk searches using the term ‘family cruise in the Med’ and followed up on an advert seen in The Sunday Telegraph.
Mystery Shopper said: I was impressed with the service at Carefree Travel, and the time they took over my enquiry. The agency was brightly coloured and well maintained. Any time the phone rang, the consultant apologised and continued to talk to me while on hold with the cruise line.
The likeable consultant showed impressive product knowledge relating to family-friendly ships. We looked at Royal Caribbean and Celebrity first, which were above my price range, so we switched to MSC. I was asked if I minded the announcements being in Italian first. I said I didn’t.
My budget was central to the discussion - the cruise was under budget, so they added a drinks package to make it all-inclusive (£5,310). Flights were from Dublin. The consultant promised to search for Belfast. They tried hard to sell me the package and called me the same day to follow up. As a genuine customer, I would have booked this.
Elizabeth Semple, senior travel consultant, Carefree Travel
“I can’t believe it - we never thought the Mystery Shopper would come here!”
How long have you been in the job?
I trained in business travel on the Isle of Man, and came to Northern Ireland 23 years ago. I was full-time here for 15 years, then part-time.
Do you sell much cruise?
We do everything here and that includes cruise, which has increased in popularity.
Why did you recommend MSC?
Once I knew the budget available, I thought MSC would be a good fit.
What’s been your own favourite cruise experience?
Sailing to Grand Cayman with Royal Caribbean.
What’s selling well this year?
We’ve had quite a few enquiries for Florida, as families like to book early, and Spain is always popular.
Any holidays booked?
We’re off to Lanzarote over February half-term for some winter sun.
| 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 winneris 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. |
