Our customers
Without satisfied customers, Thomas Cook Group cannot prosper and grow. From the moment they first enter one of our shops or click onto one of our websites, we work hard to maintain our reputation for great customer service.
Spotlight on
Continuity through the ash cloud
- Before
the holiday
- Customer health
and safety
- Accessibility
- Exceptional
events
- Meeting customers'
expectations
- Engaging with our
customers on
sustainability
Before the holiday
Our marketing materials and booking procedures ensure that our customers are dealt with honestly, transparently and fairly.
Customer health and safety
We prioritise the health and safety of our customers throughout their holidays, both in transit and at their destinations.
Accessibility
We endeavour to meet the needs of those customers who require assistance as a result of disabilities, reduced mobility or medical conditions.
Exceptional events
On the rare occasions that our customers are affected by natural or man-made disasters, we provide practical and sometimes emotional support to help them through.
Meeting customers' expectations
We seek feedback from our guests and monitor customer satisfaction levels. Our employees are trained to deliver excellent service and, in the event that we fall short of this, we endeavour to deal with any complaints promptly and fairly.
Engaging with our customers on sustainability
We raise customers' awareness of sustainability topics and encourage them to adopt responsible tourism practices. As well as helping to improve our own sustainability performance and that of our suppliers, many customers appreciate the opportunity to learn more.