New Thomas Cook call policy

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.