Thomas Cook Customer Service Policy

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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.com, 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 paperwork 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 on 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,...
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