Customer Satisfaction Policy Intent Thomas Cook Group is one of the oldest and most respected travel agencies in Britain. We contribute to creating excellent holidays not only through the flights and accommodation we provide, but also the service given by our staff at every stage, from a customer’s initial enquiry through to their journey home. All customer-facing employees are therefore given training in customer service and creating the best-possible holidays for our guests. -For the purpose of the Data Protection Act 1998, we, Thomas Cook Retail Ltd, trading as thomascook.
om, are the Data Controller for this www. thomascook. com website. -For the purpose of the Data Protection Act 1998, the data controller is located at: Thomas Cook Group plc of 6th Floor South, Brettenham House, Lancaster Place, London, WC2E 7EN – We may disclose your personal information to any member of our Group, which means our subsidiaries, as defined in section 1159 of the UK Companies Act 2006. Scope This procedure covers all aspects of Thomas Cook’s work which affect the company’s ability to satisfy customer needs and expectations.
It applies to all customers and all staff, including permanent and contract personnel, freelance trainers and outsourced specialists. The purpose of this procedure is to ensure that the company provides and maintains high quality standards of service and satisfaction levels for all our customers, contractors and staff. Keywords and Definitions When you book a holiday with Thomas Cook, you will have peace of mind knowing that the holiday you have booked is fully protected. From time to time the aperwork we send to you may include some brief definitions or abbreviations linked to partner organisations we work with. ABTA| (Association of British Travel Agents) Has has been around for over 60 years, and focuses on helping companies grow sustainably. | CAA| (Civil Aviation Authority) Is a government corporation in the UK which regulates all aspects of civil aviation | ATOL| (Air Travel Organisers’ Licensing) A UK CAA scheme to help protect people who buy packaged holidays. | ISO | (International Standards Organisation) An international board which sets standards for businesses to follow.
Most countries are part of it. | Notices of disruptive services Service disruptions may occur due to reasons that may or may not be within the control or knowledge of Thomas Cook. In the event of a planned or unexpected disruption to services or facilities for all customers including those with disabilities, these facilities include: Balcony-related fatalities Pool-related fatalities Transport-related fatalities Other product-related fatalities Thomas Cook will notify customers promptly as soon as the disruption occurs.
This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available. The notice will be placed at Thomas Cook stores, and on the Thomas Cook website and other social networking sites. In the event that a notice needs to be posted the following information will be included: * Goods or services that are disrupted or unavailable * Reason for disruption * Anticipated duration * A description of alternative services or option Feedback Process Thomas Cook shall provide customers with the opportunity to submit feedback n the services provided to them on holiday and at the stores. Thomas Cook welcomes positive feedback and also constructive criticism is welcome too as a chance for us to improve our services for the better. There are many different ways to send us feedback; this includes live chat online with one of our chat advisors. All information is on the website at: http://www. thomascook. com/customer-services/ You can also contact us via letter at our main address: Thomas Cook Group plc of 6th Floor South, Brettenham House, Lancaster Place, London, WC2E 7EN A third option is to contact us by phone.
There are regional numbers that you may contact, which can be found on the Thomas Cook website, but this is the main number: 0843 479 9703 Training Training will be provided to: a) All employees, and/or contractors who deal with the public that acts on behalf of Thomas Cook Group. For example hotel receptionists, housekeeping and tour guides. b) Those who are involved in the development and approval of customer service policies, and procedures. Training Provisions Our employees receive training when they join the Group, then their training and development needs are assessed at personal development reviews.
The frequency of these varies between Thomas Cook Group companies, but over 90% of our employees have a review at least once a year. At this review, they discuss training that might support them to perform better in their current roles, as well as their longer-term career aspirations. In a company with as many employees, and as geographically and functionally diverse as Thomas Cook Group, there are extensive opportunities for our employees to take their careers in their chosen directions. Health and Safety Customer health and safety is our top priority.
All our operations are tightly regulated and we aim to minimise health and safety risks, wherever possible, at every stage of the customer journey. Our airlines meet regulatory safety standards, and hotels, transfers and excursions are audited against internal and industry-preferred practice. Our strategy reflects best practice from within the organisation while recognising that the variety of products and services we offer are delivered by a large number of independent suppliers, operating in different locations and subject to diverse regulatory regimes and safety standards.
The Board, through the Health, Safety & Environmental Committee and Group Executive Board, oversees our approach to health and safety. Our health and safety strategy aims to achieve a consistent approach across the Group and is underpinned by the Thomas Cook Group Preferred Practice, which standardises decision-making and reporting processes. Suppliers are informed of the internal preferred practice for resort accommodation, transport to and from destination airports and excursions.
We continually improve our processes, for example through the ISO 9001 quality management standard held by the Thomas Cook UK Health and Safety and Quality Assurance departments. In many cases, the right precautions can significantly reduce health and safety risks. Health and Safety Awareness We help our customers look after themselves, their families and their travelling companions by providing information to raise awareness, for example in our brochures, on tickets and flights, and in resorts, as well as promoting Foreign Office Travel Advice and health information.
We also work with the World Health Organization and the European Centre for Disease Prevention and Control to monitor public health issues and advise customers appropriately. We encourage customers to make safety concerns or incidents known and we investigate them thoroughly to prevent reoccurrence. Due to restructuring our destination teams across the business under a single Group management structure, we postponed plans for a Group health and safety database until the delivery environment is more stable.
In 2012, we intend to review various initiatives to progress our strategy. We hope our Health & Safety policies and awareness helps improve your holiday experience and satisfaction levels. Administration If you have any questions or concern about this policy or related procedures please contact us on this address: Thomas Cook Group plc of 6th Floor South, Brettenham House, Lancaster Place, London, WC2E 7EN Direct Number: 0843 479 9703
Cite this Thomas Cook Customer Service Policy
Thomas Cook Customer Service Policy. (2016, Nov 08). Retrieved from https://graduateway.com/thomas-cook-customer-service-policy/