NEWS 1
YOU NEED TO KNOW
Peter Fankhauser says Cook is changing its safety
procedures following
the deaths of Christi and Bobby
Shepherd
at a glance
Justin King report’s recommendations:
l Thomas Cook should boost spend on health and safety, from more staff training to more in-depth accommodation audits; sell portable carbon monoxide monitors via its website; create a whistleblowing line for employees and suppliers in resort; improve communication of its customer service levels; and empower customer service staff and reps in resort to resolve complaints by offering cash or vouchers to customers.
King report calls on Cook and trade to boost safety
Juliet Dennis
juliet.dennis@
travelweekly.co.uk
The trade has issued a plea for time to digest the King review on Thomas Cook’s handling of the Corfu tragedy after the report called on the industry to improve safety standards.
The review, commissioned by Thomas Cook, was published this week, nine years after the deaths of Bobby and Christi Shepherd from carbon monoxide poisoning at a hotel in Corfu in 2006. Cook drafted in Justin King, the
former Sainsbury’s boss, to carry out the review. While praising Cook’s recent efforts to address failings, King said fundamental changes are still needed, saying Cook’s actions “have been insufficient or progress slow”.
The report, which suggests
that Cook had put costs ahead of customers, said the group should increase spending on health and safety; sell portable carbon monoxide monitors to clients; set up a whistleblowing line for staff in resort; and empower reps and customer service staff to resolve complaints using cash or vouchers. Cook chief executive Peter
Fankhauser said: “This is going to be a catalyst to do things at a faster pace to change Thomas Cook.” The review also called on the industry to do a better job of explaining legal rights of customers and the service levels they should expect in resort, particularly in relation to dynamic packages. King said: “The world has
moved on and the industry has not properly played its part in keeping customers up to date.”
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travelweekly.co.uk 5 November 2015
“This is going to be a catalyst to do things at a faster pace to change Thomas Cook”
Abta chairman Noel Josephides
said: “It needs a lot of thought. You cannot just take one case and say that applies to everyone – it’s not one size fits all.” An Abta spokeswoman added:
“We agree with the findings that there is confusion among consumers about service levels and the protection they get. “Everyone who works in the industry has a role to play to help consumers to understand the landscape, but it is complex. It is partly because of this confusion we have supported changes to the Package Travel Directive
l There should be better industry-wide protocols for dealing with a major crisis.
l Improved explanations to customers on their rights and expectations in resort.
that will extend protection.” A spokesman for Monarch
Travel Group, whose tour operation was among those offering packages to the Corfu resort, said: “Our management team will need to take time to digest the report and work with industry bodies to consider the recommendations in the context of best practice not only in our business but the industry as a whole.” Cook has pledged to implement
all of the King recommendations over the next 18 months, admitting the review “makes for uncomfortable reading in parts”. Cook’s immediate actions will include employing more overseas staff and carrying out in-depth audits of accommodation in popular resorts. Thomson had yet to respond as Travel Weekly went to press.
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