An independent agent has applauded Thomas Cook’s Harriet Green for responding to her criticisms over the call centre admin line.

Laura Featonby, of Independent Travel Experts, contacted Green via Twitter to complain she had been waiting for a call back from the call centre for two days.

She was left shocked when Green replied wanting to help resolve the issue.

“I was shocked when I got a DM (private message) from Harriet Green herself,” Featonby said. “She didn’t have to do that, but she did. You tweet these people and you don’t think anyone will get back to you.

“She sent me a private message apologising for the difficulty I’d had and asking for my number so someone could call me back.

“After that, I thought I should put it out there to my followers to let them know of my response, especially after I’d complained about my two day wait.”

Featonby tweeted: “Great response from @harrietgreen1 CEO Thomas Cook, it’s great to know that she is looking out for us Independent agents #brandloyalty.”

To which Green then responded: “Thanks Laura. You ARE important to us.”

Featonby said she believed a free phone line should be created for independent agents who lose business by clogging up their phone lines when on hold to call centres.

“I think it’s great that Harriet has shown her support for independent agents,” she added. “We have all their great products to sell, now we just need the back up support.”

She had initially contacted the call centre over slight alterations being made on three bookings.

Green’s message of support to independents came a week after Travel Weekly reported that Thomas Cook was setting up a new dedicated trade telephone number following complaints from agents struggling to get through.

Details of the new phone number, which went live on Monday, were being sent to third-party agents. The number is 0844 879 8222.