Report by Steve Jones
CUSTOMERS who telephone Thomas Cook high-street branches to
book a holiday are being redirected to its call centre under a controversial
new policy.
Callers to 200 branches across the UK are being connected to
an automated message which transfers new customers to its direct-booking
reservations staff.
Clients with existing bookings are connected with shop
staff.
Thomas Cook Retail managing director Manny Fontenla-Novoa
said the move worked successfully in 100 Scottish branches and was being trialled
in England. He said the move is aimed at improving customer service rather than
an attempt to increase direct business.