GRI index

We have aligned this report with the Global Reporting Initiative's (GRI) G3 Sustainability Reporting Guidelines, achieving Level B. This level has been verified by the GRI. The table below lists the GRI indicators, shows which we have been able to report against and provides links to the relevant information.

View GRI Application Level Check statement.

Core indicators are shown in bold.

Reported
Partially reported
Not reported

1. Strategy and analysis

Profile	Section	Reported
1.1	Statement from the most senior decision-maker of the organisation.	Group CEO's statement
1.2	Description of key impacts, risks, and opportunities.	Sustainability strategy and management Corporate site: Business Segments & Brands

Profile

Section

Reported

1.1

Statement from the most senior decision-maker of the organisation.

Group CEO's statement

1.2

Description of key impacts, risks, and opportunities.

Sustainability strategy and management

Corporate site:

Business Segments & Brands

2. Organisational profile

Profile		Section
2.1	Name of the organisation.	About us
2.2	Primary brands, products, and/or services.	About us Corporate site: Business Segments & Brands
2.3	Operational structure of the organisation, including main divisions, operating companies, subsidiaries, and joint ventures.	About us Annual Report & Accounts 2010: Notes to the Company financial statements (Note 17)
2.4	Location of organisation's headquarters.	Contact us
2.5	Number of countries where the organisation operates, and names of countries with either major operations or that are specifically relevant to the sustainability issues covered in the report.	Corporate site: Business Segments & Brands Our major 19 operating countries are as follows: Austria, Belgium, Canada, Czech Republic, Denmark, Egypt, Finland, France, Germany, Hungary, India, Ireland, Netherlands, Norway, Poland, Slovakia, Sweden, UK, USA. We own and operate hotels in the following: Cyprus, Greece and its islands, Spain and its islands, Turkey.
2.6	Nature of ownership and legal form.	About us Corporate site: Corporate governance
2.7	Markets served (including geographic breakdown, sectors served, and types of customers/beneficiaries).	About us Corporate site: Business Segments & Brands Annual Report & Accounts 2010 Operating Review
2.8	Scale of the reporting organisation.	About us Our employees
2.9	Significant changes during the reporting period regarding size, structure, or ownership.	Annual Report & Accounts 2010 Strategic Review
2.10	Awards received in the reporting period.	Customer health and safety Meeting customers' expectations Training and career development Spotlight: sustainability in our hotels Travelife Spotlight: Environmental Management Certification Managing environmental impacts and climate change

3. Report parameters

Profile		Section
3.1	Reporting period (e.g., fiscal/calendar year) for information provided.	Data included in this report relates to our financial year 1 October 2009 to 30 September 2010, unless otherwise specified.
3.2	Date of most recent previous report (if any).	We report annually and our last report was published in January 2010.
3.3	Reporting cycle (annual, biennial, etc.)	We report annually and our last report was published in January 2010.
3.4	Contact point for questions regarding the report or its contents.	Contact us
3.5	Process for defining report content.	Sustainability strategy and management
3.6	Boundary of the report (e.g., countries, divisions, subsidiaries, leased facilities, joint ventures, suppliers).	The report covers the Thomas Cook Group in full. However, there are exceptions where information or data is not available from every part of the business. We have included notes to the data to explain which parts of the business are excluded from any data set. Data from our joint venture and associates are not included. Please see: Annual Report & Accounts 2010: Financial statements, Notes to the Company financial statements (Note 17).
3.7	State any specific limitations on the scope or boundary of the report.	The report addresses the full range of economic, environmental and social impacts of Thomas Cook Group. The report includes information and data covering the major businesses in the Group. Thomas Cook UK features more prominently than other parts of the business partly because it employs approximately half our staff and partly because the Thomas Cook Group is a UK-listed company. We are continuing to implement Group-wide sustainability and data management systems in order to report on all of our businesses in the future. The joint venture and associates are not included in the report. We do not intend to report on these as we do not hold majority ownership. Please see: Annual Report & Accounts 2010: Financial statements, Notes to the Company financial statements (Note 17).
3.8	Basis for reporting on joint ventures, subsidiaries, leased facilities, outsourced operations, and other entities that can significantly affect comparability from period to period and/or between organisations.	The joint venture and associates are not included in the data. Please see: Notes to the Company financial statements (Note 17).
3.9	Data measurement techniques and the bases of calculations, including assumptions and techniques underlying estimations applied to the compilation of the Indicators and other information in the report. Explain any decisions not to apply, or to substantially diverge from, the GRI Indicator Protocols.	These have been included with individual data in the following sections: Our environment Our employees
3.10	Explanation of the effect of any re-statements of information provided in earlier reports, and the reasons for such re-statement (e.g., mergers/acquisitions, change of base years/periods, nature of business, measurement methods).	Our 2008 CO₂ emissions were restated in our 2010 report showing CO₂e for direct comparison. There have been no restatements between our 2009 report and this one and there are no other restatements on information provided in previous reports.
3.11	Significant changes from previous reporting periods in the scope, boundary, or measurement methods applied in the report.	We set minimum requirements for the reporting of environmental data during this reporting year, which has resulted in increased reporting/more complete data from across the business. This has contributed to higher figures.
3.12	Table identifying the location of the Standard Disclosures in the report.	GRI Index
3.13	Policy and current practice with regard to seeking external assurance for the report.	This report is not independently assured. However, the application level is checked by the GRI.

4. Governance, Commitments, and Engagement

Profile		Section
4.1	Governance structure of the organisation, including committees under the highest governance body responsible for specific tasks, such as setting strategy or organisational oversight.	Sustainability strategy and management Thomas Cook Group Corporate governance Annual Report & Accounts 2010 Board of Directors Group Executive Board The Group governance structure
4.2	Indicate whether the Chair of the highest governance body is also an executive officer.	Annual Report & Accounts 2010 Board of Directors
4.3	For organisations that have a unitary board structure, state the number of members of the highest governance body that are independent and/or non-executive members.	Annual Report & Accounts 2010 The Board
4.4	Mechanisms for shareholders and employees to provide recommendations or direction to the highest governance body.	Spotlight: our employee survey Listening to our employees Annual Report & Accounts 2010 Committees of the Board (Shareholder communication)
4.5	Linkage between compensation for members of the highest governance body, senior managers, and executives (including departure arrangements), and the organisation's performance (including social and environmental performance).	Annual Report & Accounts 2010 Remuneration Policy Our Chief Executive's performance is measured on both financial and non-financial KPIs.
4.6	Processes in place for the highest governance body to ensure conflicts of interest are avoided.	Annual Report & Accounts 2010 The Board (Directors' conflicts of interest)
4.7	Process for determining the qualifications and expertise of the members of the highest governance body for guiding the organisation's strategy on economic, environmental, and social topics.	Annual Report & Accounts 2010 The Board (Board training and induction)
4.8	Internally developed statements of mission or values, codes of conduct, and principles relevant to economic, environmental, and social performance and the status of their implementation.	Sustainability strategy and management Company culture Thomas Cook Group Group strategy
4.9	Procedures of the highest governance body for overseeing the organisation's identification and management of economic, environmental, and social performance, including relevant risks and opportunities, and adherence or compliance with internationally agreed standards, codes of conduct, and principles.	Sustainability strategy and management Annual Report & Accounts 2010 Committees of the Board
4.10	Processes for evaluating the highest governance body's own performance, particularly with respect to economic, environmental, and social performance.	Annual Report & Accounts 2010 The Board (Board evaluation)
4.11	Explanation of whether and how the precautionary approach or principle is addressed by the organisation.	Sustainability strategy and management Annual Report & Accounts 2010 Risk management and internal control
4.12	Externally developed economic, environmental, and social charters, principles, or other initiatives to which the organisation subscribes or endorses.	External engagements
4.13	Memberships in associations (such as industry associations) and/or national/international advocacy organisations in which the organisation: Has positions in governance bodies; Participates in projects or committees; Provides substantive funding beyond routine membership dues; or Views membership as strategic.	External engagements
4.14	List of stakeholder groups engaged by the organisation.	External engagements
4.15	Basis for identification and selection of stakeholders with whom to engage.	Information on stakeholder engagement can be found in the following section. Here we group our stakeholders into a number of categories including by type or similar interest group: Sustainability strategy and management. Additional information can be found in the following section: External engagements. We engage with parties who have expertise or knowledge of an issue, or with stakeholders who engage with Thomas Cook on a topic related to a material area of focus.
4.16	Approaches to stakeholder engagement, including frequency of engagement by type and by stakeholder group.	Sustainability strategy and management External engagements
4.17	Key topics and concerns that have been raised through stakeholder engagement, and how the organisation has responded to those key topics and concerns, including through its reporting.	Sustainability strategy and management

Disclosures on Management Approach (DMAs)

Aspects		Section
Economic		Our approach to managing economic performance is covered in our Annual Report and Accounts 2010. Specific information can be found in the following sections: Business Review Financial Statements A brief summary of financial performance is also provided in: About us.
	Economic performance	Annual Report & Accounts 2010 Business Review Financial Statements
	Market presence	About us Annual Report & Accounts 2010 Market review Operating review
	Indirect economic impacts	Information on the indirect impacts of tourism on the communities in which our customers holiday is covered in: Destination communities.
Environment		Our approach to environmental management is discussed in the Our environment section. All actions to reduce environmental impacts are implemented under the Umbrella of our Group Environmental Policy, available from: Sustainability strategy and management. Our environmental goals and performance are provided in: Progress against 2009/10 targets. Priorities for 2010/11
	Materials	Resource use
	Energy	Managing environmental impacts and climate change Aircraft emissions Energy and business travel
	Water	Resource use
	Biodiversity	Conservation
	Emissions, effluents and waste	Managing environmental impacts and climate change Aircraft emissions Waste
	Products and services	Managing environmental impacts and climate change Aircraft emissions Engaging with customers on sustainability Travelife Partnering with our suppliers
	Compliance	Managing environmental impacts and climate change Group Environmental Policy (PDF)
	Transport	Energy and business travel
	Overall	Total environmental protection expenditures are not provided.
Labour		Our management approach to labour aspects is discussed in the Our employees section. Our Health and Safety policy and Whistleblower policy are available from: Sustainability strategy and management. Goals and performance related to our management of employees are provided in: Progress against 2009/10 targets. Priorities for 2010/11
	Employment	Diversity
	Labour/management relations	Listening to our employees External engagements Spotlight: Our employee survey
	Occupational health and safety	Employee health and safety
	Training and education	Training and career development
	Diversity and equal opportunity	Diversity and equal opportunity
Human Rights		Aspects of our approach to human rights within our business and in relation to our supply chain are discussed in: Sustainability strategy and management Our employees Our suppliers Goals and performance are provided in: Progress against 2009/10 targets Priorities for 2010/11
	Investment and procurement practices	We abide by the ILO's international labour standards. Human rights are addressed in our contract processes. However, this is only currently verifiable in the UK.
	Non-discrimination	Diversity
	Freedom of association and collective bargaining	Listening to our employees
	Child labour	We consider it imperative to protect children from all forms of exploitation, including child labour and child prostitution. We work with ECPAT on protecting children from child prostitution, child pornography and child trafficking – further information can be found in: External engagements Engaging with our customers on sustainability Destination communities Spotlight: making a difference in destination communities Our UK Child Protection policy is available from: Sustainability strategy and management
	Forced and compulsory labour	We regard forced and compulsory labour as unacceptable and our approach to this issue is stated in our Code of Ethics, available from: Sustainability strategy and management.
	Security practices	This is not a material issue for us and is not covered in the report.
	Indigenous rights	Our approach to protecting the rights of indigenous people in our operations forms part of the principles stated in our Code of Ethics, available from: Sustainability strategy and management.
Social		Our management approach to society aspects is covered in: Our communities External engagements Our employees Our Whistleblower policy is available from: Sustainability strategy and management. Community-related goals and performance are provided in: Progress against 2009/10 targets Priorities for 2010/11 Annual Report & Accounts 2010 Risk management and internal control
	Community	Home communities Destination communities Spotlight: making a difference in destination communities
	Corruption	Listening to our employees Our Code of Ethics and Whistleblower policy are available from: Sustainability strategy and management and Downloads Ethics and whistleblowing are also covered in our Annual Report & Accounts 2010: Risk management and internal control
	Public policy	External engagements
	Anti-competitive behaviour	This information is covered in GRI indicator SO7. Our Code of Ethics and Whistleblower policy are available from: Sustainability strategy and management and Downloads. Ethics and whistleblowing are also covered in our Annual Report & Accounts 2010: Risk management and internal control.
	Compliance	This information is covered in GRI indicator SO8.
Product responsibility		Our management approach to product responsibility aspects is covered in the Our customers section. Customer-related goals and performance are provided in: Progress against 2009/10 targets and Priorities for 2010/11.
	Customer health and safety	Customer health and safety Exceptional events
	Product and service labelling	Before the holiday Travelife Meeting customers' expectations
	Marketing communications	Before the holiday Meeting customers' expectations
	Customer privacy	Before the holiday
	Compliance	This information is covered in GRI indicator PR9.

Economic

Indicator		Section
Economic performance
EC1	Direct economic value generated and distributed, including revenues, operating costs, employee compensation, donations and other community investments, retained earnings, and payments to capital providers and governments.	Annual Report & Accounts 2010 Business Review Financial Statements
EC2	Financial implications and other risks and opportunities for the organisation's activities due to climate change.	Managing environmental impacts and climate change Aircraft emissions We have outlined the implications and other risks and opportunities for the organisation's activities due to climate change, but have not quantified them in financial terms.
EC3	Coverage of the organisation's defined benefit plan obligations.	Notes to the Company financial statements (Note 35)
EC4	Significant financial assistance received from government.	We do not receive any significant financial assistance from government.
Market presence
EC5	Range of ratios of standard entry-level wage compared to local minimum wage at significant locations of operation.
EC6	Policy, practices and proportion of spending on locally based suppliers at significant locations of operation.
EC7	Procedures for local hiring and proportion of senior management hired from the local community at significant locations of operation.
Indirect economic impacts
EC8	Development and impact of infrastructure investments and services provided primarily for public benefit through commercial, in-kind, or pro bono engagement.	Home communities Destination communities Spotlight: making a difference in destination communities
EC9	Understanding and describing significant indirect economic impacts, including the extent of impacts.

Environmental

Indicator		Section
Materials
EN1	Materials used by weight or volume.	The key materials used are paper and water, and information is provided in the following section: Resource use. The business also uses aircraft fuel and this is reported separately in the Aircraft emissions section.
EN2	Percentage of materials used that are recycled input materials.
Energy
EN3	Direct energy consumption by primary energy source.	Our energy consumption is reported in the following sections: Energy and business travel Aircraft emissions The direct energy sources purchased are aircraft fuel, gas, petrol and diesel. Our direct energy consumption is measured in gigajoules as follows: Airline fuel: 54,623,354 GJ Gas: 97,036 GJ Petrol: 16,856 GJ Diesel: 21,995 GJ Other fuels: 39,417 GJ
EN4	Indirect energy consumption by primary source.	We report our indirect energy consumption in the following section: Energy and business travel. Our electricity consumption is: 361,406 GJ. Across the Group, 2.8% of our total electricity consumption comes from renewable sources.
EN5	Energy saved due to conservation and efficiency improvements.	Energy and business travel
EN6	Initiatives to provide energy-efficient or renewable energy-based products and services, and reductions in energy requirements as a result of these initiatives.	Although there is no Group policy at present, there are initiatives across the business to provide energy-efficient or renewable energy services for transfers and excursions, for example the use of an electric bus in Italy, a solar boat trip in Spain and solar panels in our hotels.
EN7	Initiatives to reduce indirect energy consumption and reductions achieved.	Managing environmental impacts and climate change Energy and business travel
Water
EN8	Total water withdrawal by source.	Resource use
EN9	Water sources significantly affected by withdrawal of water.
EN10	Percentage and total volume of water recycled and reused.
Biodiversity
EN11	Location and size of land owned, leased, managed in, or adjacent to protected areas and areas of high biodiversity value outside protected areas.
EN12	Description of significant impacts of activities, products and services on biodiversity in protected areas and areas of high biodiversity value outside protected areas.
EN13	Habitats protected or restored.	Spotlight: making a difference in destination communities
EN14	Strategies, current actions and future plans for managing impacts on biodiversity.
EN15	Number of IUCN Red List species and national conservation list species with habitats in areas affected by operations, by level of extinction risk.
Emissions, effluents and waste
EN16	Total direct and indirect greenhouse gas emissions by weight.	Managing environmental impacts and climate change
EN17	Other relevant indirect greenhouse gas emissions by weight.
EN18	Initiatives to reduce greenhouse gas emissions and reductions achieved.	Aircraft emissions Spotlight: environmental management certification
EN19	Emissions of ozone-depleting substances by weight.
EN20	NOx, SOx and other significant air emissions by type and weight.
EN21	Total water discharge by quality and destination.
EN22	Total weight of waste by type and disposal method.	Waste
EN23	Total number and volume of significant spills.	We had no spills.
EN24	Weight of transported, imported, exported, or treated waste deemed hazardous under the terms of the Basel Convention Annex I, II, III, and VIII, and percentage of transported waste shipped internationally.
EN25	Identity, size, protected status and biodiversity value of water bodies and related habitats significantly affected by the reporting organisation's discharges of water and runoff.
Products and services
EN26	Initiatives to mitigate environmental impacts of products and services, and extent of impact mitigation.	Our environment Spotlight: environmental management certification Engaging with our customers on sustainability Engaging with our employees on sustainability
EN27	Percentage of products sold and their packaging materials that are reclaimed by category.
Non-discrimination
EN28	Monetary value of significant fines and total number of non-monetary sanctions for non-compliance with environmental laws and regulations.	There were no cases of non-compliance in the reporting period.
Transport
EN29	Significant environmental impacts of transporting products and other goods and materials used for the organisation's operations, and transporting members of the workforce.	Our most significant environmental impact is the emission of carbon dioxide from our aircraft transporting customers to and from their holiday destinations. Aircraft emissions Energy and business travel
Overall
EN30	Total environmental protection expenditures and investments by type.

Social: Labour practices and decent work

Indicator		Section
Employment
LA1	Total workforce by employment type, employment contract and region.	Diversity Rewarding performance
LA2	Total number and rate of employee turnover by age group, gender and region.
LA3	Benefits provided to full-time employees that are not provided to temporary or part-time employees, by major operations.	Rewarding performance
Labour/management relations
LA4	Percentage of employees covered by collective bargaining agreements.	Listening to our employees We are currently unable to report the percentage figure. However, a large number of our employees are covered by collective bargaining agreements. This is something we intend to report in 2013.
LA5	Minimum notice period(s) regarding significant operational changes, including whether it is specified in collective agreements.
Occupational health and safety
LA6	Percentage of total workforce represented in formal joint management-worker health and safety committees that help monitor and advise on occupational health and safety programmes.
LA7	Rates of injury, occupational diseases, lost days and absenteeism, and number of work-related fatalities by region.	Employee health and safety We currently do not collect data at Group level for lost days or our absentee rate.
LA8	Education, training, counselling, prevention and risk-control programmes in place to assist workforce members, their families, or community members regarding serious diseases.
LA9	Health and safety topics covered in formal agreements with trade unions.
Training and education
LA10	Average hours of training per year per employee by employee category.	Training and career development We report the value of our overall investment in employee training. However, currently data are not available for average hours per employee or by employee category.
LA11	Programmes for skills management and lifelong learning that support the continued employability of employees and assist them in managing career endings.
LA12	Percentage of employees receiving regular performance and career development reviews.	Training and career development
Diversity and equal opportunity
LA13	Composition of governance bodies and breakdown of employees per category according to gender, age group, minority group membership and other indicators of diversity.	Diversity Annual Report & Accounts 2010 The Board Group Executive Board Board of directors
LA14	Ratio of basic salary of men to women by employee category.

Social: Human rights

Indicator		Section
Diversity and equal opportunity
HR1	Percentage and total number of significant investment agreements that include human rights clauses or that have undergone human rights screening.
HR2	Percentage of significant suppliers and contractors that have undergone screening on human rights and actions taken.
HR3	Total hours of employee training on policies and procedures concerning aspects of human rights that are relevant to operations, including the percentage of employees trained.
Non-discrimination
HR4	Total number of incidents of discrimination and actions taken.	Diversity
Freedom of association and collective bargaining
HR5	Operations identified in which the right to exercise freedom of association and collective bargaining may be at significant risk, and actions taken to support these rights.	Listening to our employees We do not consider the right to exercise freedom of association and collective bargaining to be at significant risk in any of our operations. These issues are managed through our internal HR processes.
Child labour
HR6	Operations identified as having significant risk for incidents of child labour, and measures taken to contribute to the elimination of child labour.
Forced and compulsory labour
HR7	Operations identified as having significant risk for incidents of forced or compulsory labour, and measures to contribute to the elimination of forced or compulsory labour.
Security practices
HR8	Percentage of security personnel trained in the organisation's policies or procedures concerning aspects of human rights that are relevant to operations.
Indigenous rights
HR9	Total number of incidents of violations involving rights of indigenous people and actions taken.	There have been no incidents of violations involving rights of indigenous people.

Social: Society

Indicator		Section
Community
SO1	Nature, scope and effectiveness of any programmes and practices that assess and manage the impacts of operations on communities, including entering, operating and exiting.	Destination communities
Corruption
SO2	Percentage and total number of business units analysed for risks related to corruption.
SO3	Percentage of employees trained in organisation's anti-corruption policies and procedures.	100% of our senior managers and all UK employees have received training in our anti-corruption policies and procedures.
SO4	Actions taken in response to incidents of corruption.
Public policy
SO5	Public policy positions and participation in public policy development and lobbying.	External engagements
SO6	Total value of financial and in-kind contributions to political parties, politicians and related institutions by country.	External engagements
Anti-competitive behaviour
SO7	Total number of legal actions for anti-competitive behaviour, anti-trust and monopoly practices and their outcomes.	There were no cases of anti-competitive behaviour, anti-trust or monopoly practices in the reporting period.
Compliance
SO8	Monetary value of significant fines and total number of non-monetary sanctions for non-compliance with laws and regulations.	There were no cases of non-compliance in the reporting period.

Social: Product Responsibility

Indicator		Section
Customer health and safety
PR1	Life-cycle stages in which health and safety impacts of products and services are assessed for improvement, and percentage of significant products and services categories subject to such procedures.	Customer health and safety Health and safety is of paramount importance in our business and we assess health and safety at every stage of the customer journey. Our airlines meet regulatory safety standards and all hotels, transfers and excursions are assessed against health and safety criteria.
PR2	Total number of incidents of non-compliance with regulations and voluntary codes concerning health and safety impacts of products and services during their life cycle, by type of outcomes.
Non-discrimination
PR3	Type of product and service information required by procedures, and percentage of significant products and services subject to such information requirements.
PR4	Total number of incidents of non-compliance with regulations and voluntary codes concerning product and service information and labelling, by type of outcomes.
PR5	Practices related to customer satisfaction, including results of surveys measuring customer satisfaction.	Meeting customers' expectations
Marketing communications
PR6	Programmes for adherence to laws, standards and voluntary codes related to marketing communications, including advertising, promotion and sponsorship.	Before the holiday
PR7	Total number of incidents of non-compliance with regulations and voluntary codes concerning marketing communications, including advertising, promotion and sponsorship by type of outcomes.	In 2009/10, a complaint was made to the UK Advertising Standards Authority by the Post Office against Thomas Cook Retail Ltd. It related to a press advertisement and a radio advertisement for our foreign currency exchange services, in which we compared our rates against the Post Office's. The complaint included three grievances, two of which were upheld by the Advertising Standards Authority in January 2010. Other enquiries were made by the trading and advertising standards regulators during the year. These were dealt with individually and did not result in any prosecutions.
Customer privacy
PR8	Total number of substantiated complaints regarding breaches of customer privacy and losses of customer data.
Non-discrimination
PR9	Monetary value of significant fines for non-compliance with laws and regulations concerning the provision and use of products and services.	There were no fines for non-compliance with laws and regulations concerning the provision and use of products and services in the reporting period.

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