Mystery Shopper: A family trip to Disneyland Paris

Mystery Shopper: A family trip to Disneyland Paris

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Location: Huntingdon and St Ives, Cambridgeshire

Wanted: A family of four want a three or four-day trip to Disneyland Paris in the summer holidays, and would like to stay in a Disney hotel.

Budget: £3,000

Premier Travel
45 High Street, Huntingdon

97%

I was greeted straight away by an enthusiastic agent who left no stone unturned.

I was recommended four nights’ half-board at Disney’s Hotel New York, travelling with Eurostar direct to the park, for £2,521. This suited my requirements perfectly.

The agent had a pretty good knowledge of Disneyland Paris but conducted research to solve any issues. I was upsold a meal plan, a room upgrade and first-class train tickets, and he attempted to close the sale.

The agent knew about rail discounts and even adjusted our dates to take account of ride closures.

Overall, the service was exemplary and I would have no hesitation in recommending it.

Thomson
4 Bridge Street, St Ives

59%

The agent who dealt with me was friendly and patient.

I was quoted £2,506 with Thomson for four nights’ half-board at Hotel New York, travelling with Eurostar.

Unfortunately, the agent did not explain any options and did not have much knowledge of Disney or the booking system.

She also repeatedly mentioned travel insurance, even though I told her I was covered. I felt the agent was just going through the motions.

Thomas Cook
129 High Street, Huntingdon

TIME OUT

It was more than 10 minutes before I was acknowledged.

However, the agent who served me was extremely enthusiastic. I was offered a £2,499 trip with Thomas Cook, travelling on Eurostar and staying at Hotel New York on a B&B basis.

Although the agent’s knowledge of Disneyland was poor, he was the only one to call the Disney helpline.

He did not attempt to upsell and the quote lacked any real detail, which was a big issue.

Verdict:

The winning agent provided a comprehensive service, but the other two did no more than cover the basics.


Winning Agent

Steve Guy, Senior Travel Consultant
"
I have been with Premier Travel for almost three years but in the industry for 16. I like that each day holds a new enquiry, from a coach trip in the UK to a round-the-world holiday – you never know who’s going to walk through the door. It’s important to always be enthusiastic and remember that it’s the customer’s special holiday."

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