| Journal: TWUK | Section: |
| Title: | Issue Date: 30/10/00 |
| Author: | Page Number: 1 |
| Copyright: Other |
Thomas Cook direct move
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 put through to shop staff.
Thomas Cook Retail managing director Manny Fontenla-Novoa said the move worked successfully in 100 Scottish branches and is being trialled in England.
“We lose thousands of calls across the network each week which we cannot afford to do,” he said. “The system is switched on during peak shop hours when staff are busy with clients.”
He insisted the move is aimed at improving customer service rather than attempt to increase direct business.
Travel Weekly learned of the policy after a Thomas Cook staff member wrote to us. The letter follows a barrage of complaints from branch managers about the multiple.
See story page 3; Letters page 10