Thomas Cook exec posts progress report on social media
After it ceased trading last year, Thomas Cook was recently revived as an online-only travel agent.
Its site has launched by selling holidays in countries on the UK government’s travel corridor list, with further destinations being added as restrictions are eased.
“So it's been almost a week now since we relaunched Thomas Cook. Great to be trading again, forgot what it was like after being in 'build mode' for a year!” Jo Migom, Chief Digital and Marketing Officer, said in a LinkedIn post.
“We are getting so much valuable customer insights and feedback. NPS and CES scores are through the roof (yay!) and we are getting great feedback on our UK-based contact centre for their support on chat/social and phone. Obviously a tricky time for travel but it is great to be able to learn with smaller volumes so we are able to inspect and adapt quickly.”
The venture is also seeing a much increased share of Millennials searching and booking with a particular interest in four and five star properties. “I guess if there ever is a time a 5* holiday is affordable that time is now. Will be an interesting piece of work to rework our UX personas,” Migom added.
Thomas Cook Group used to employ 9,000 people in the UK, with 560 high street locations and a fleet of aircraft. The new company, however, has just 50 staff members and these are working remotely.
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