THIS summer could spell the beginning of the end for the traditional holiday rep and welcome meeting with Thomson and Cosmos replacing them with ‘telephone reps’. Both operators claim the moves are in response to changing customer demands.
Up to 40% of Thomson customers will not receive a traditional rep service. A total of 300 rep roles are being scrapped and replaced with 100 ‘super reps’ looking after several hotels. There will be an expanded in-resort helpdesk hotline and more detailed pre-departure information.
Thomson is retaining reps for lifestyle brands, including Superfamily, Premium and couples-only Gold brands, and for ‘up-and-coming’ destinations such as Egypt, Croatia, Costa de la Luz, Morocco and Mexico.
The operator claims research has found its lifestyle brand customers want a traditional service, while new destinations need a more visible service to reassure customers. Thomson head of delivery Louise Bates said: “People do not want to wait until 10am for a rep to arrive to get bus timetables. The hotel reception can do a lot of what the reps used to pick up.”
Cosmos is also slashing rep numbers, which can hit summer highs of 400, by 33%, and replacing them with 24-hour resort ‘rep centres’ which holidaymakers can ring with queries. A welcome pack and audio information tape played in the transfer coach will replace the welcome meeting.
Cosmos director of overseas purchasing and operations Hugh Morgan said: “We do not believe clients want or need a rep service.”
He admitted the new service will cut costs. “We’ll save around 30%. There are other substantial savings. The recruitment of reps is very expensive.”
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