Thomas Cook vows to investigate staff issues

Employees accuse operator of adopting a dictatorial style of management

Thomas Cook vows to investigate staff issues

Report by STEVEJONES

THOMAS Cook has promised to carry out a detailed investigation into a series of complaints from branch managers about the business.

Retail managing director Manny Fontenla-Novoa promised all the issues raised by staff will be scrutinised and resolved.

The probe follows letters from branch managers accusing the company of adopting a dictatorial style of management (Travel Weekly October 30). Further complaints against the multiple emerged this week although some managers have also defended the company.

“It has been suggested by some people that we have a major problem in the company,” said Fontenla-Novoa. “We are not ignoring these letters. The situation is being taken very seriously.”

Assurances have been sent to all staff explaining that the company has taken notice and that it is ‘well and truly on the case’.

Fontenla-Novoa said it has already introduced a computer-based talkback facility to improve communication with staff, which enables them to make suggestions and offer opinions.

“Many staff have taken advantage of these platforms to voice their thoughts and feelings,” he said. “However, it concerns me greatly to discover there are still a number of people who feel unable to speak to me directly. Anyone who approaches me can be assured their situation will be treated sensitively in the strictest confidence.”

A full survey of staff is also being planned with the results to be shared throughout the company.

&#42 See next week’s Travel Weekly for an interview with Fontenla-Novoa. See Letters, page 10