THOMAS Cook has vowed not to close any of its shops for at least five years after claiming an improved level of customer service will ensure the survival of high-street agents.
Speaking at a debate on the future of travel, managing director retail and direct Andrew Windsor said agents will continue to play a crucial role well into the next decade.
He said: “Price and product are very important but we are trying to manage customer requirements and to be more proactive.
“Technology will help us to achieve that goal.”
Asked whether travel agents have a future, Windsor added: “We do not intend to close any shops for at least five to 10 years.”
During the debate, Bath Travel joint-managing director Stephen Bath attacked multiples by insisting customers would only really be loyal to agencies which offer a personal service.
To rapturous applause from delegates, Bath said: “Customers are loyal to those agents who recognise them when they enter the shop and know their name.
“Customers would rather be served by someone who gives them respect than by a young girl offering a £50 discount.”