Thomson ‘reinvents’ holidays to tackle complaint culture

Thomson ‘reinvents’ holidays to tackle complaint culture

THOMSON Holidays’ resort services will undergo radical reform as part of its drive to tailor holidays to customers’ needs.

Around 300 staff will be recruited to give a personalised rep service and round-the-clock help in every resort while 200 Troubleshooters will deal solely with complaints. Superfamily has recruited 150 extra reps.

“Previously customers had to fit in around our reps. It should be the other way round,” said deputy managing director Shaun Powell. “This is a major re-engineering of our services.”

Staff on a 24hr hotline will provide information on every aspect of the holiday with the Troubleshooters guaranteed to be with customers within 1hr.

Powell said the aim of the Troubleshooters was to prevent people complaining when they returned to the UK.

Sources claim Thomson wants to halve its £10m annual compensation bill. Powell said they would have the ability to hand out cash in resort.

“Troubleshooters will be senior Thomson staff who will not stop until all has been done to solve a problem,” he added.

In its Small and Friendly product, reps local to the holiday destination will be used by Thomson to provide expert knowledge.

“The type of customer who travels with Small and Friendly wants to explore and local people are the best to give advice,” said development director David Burling.

In its A La Carte programme Guest Services Managers will provide a one-to-one service at the request of the customer.

An enhanced service will also be available for Platinum holidaymakers with a dedicated lounge at each of the hotels where customers can plan excursions.


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