The former head of Sainsbury’s is to lead an independent review of customer health, safety, welfare, relations and crisis management at Thomas Cook.
Justin King, who stepped down as chief execuive of the supermarket last year, has been drafted in following fierce criticism as senior Cook executives refusing to apologise at an inquest in May into the deaths of Bobby and Christi Shepherd from carbon monoxide poisoning at a hotel in Corfu in 2006.
Cook chief executive Peter Fankhauser then made a belated personal apology to the parents of the two children who died while on a half-term holiday.
Cook revealed that the creation of an independent review was announced to the parents at the same time.
The findings, conclusions and recommendations of Justin King will be published in full in September, Cook confirmed.
Fankhauser said: “In May I met Sharon Wood and Neil Shepherd, who lost their children, Christi and Bobby, in a tragic accident on a Thomas Cook holiday almost 10 years ago.
“In that meeting, I promised them that we would review our health and safety standards, as well as how we take care of our customers ordinarily and during times of crisis, so that no other parents would ever have to experience what they have gone through.
“I hope that this independent review led by Justin King will play a significant part in supporting the change programme I am committed to implementing across the Thomas Cook business to put the customer at the heart of everything we do.”
King said: “I am delighted to have the opportunity to undertake this review.
“My objective is that it will be a key part of the Thomas Cook programme to put the customer back at the heart of the business, where they belong.”
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