Thomas Cook hires extra staff following agent complaints
Thomas Cook has provided a new 0844 dedicated phone line for third-party travel agents but it is urging them to call only if necessary.
Instead, it suggests agents check to see if their queries can be answered in the recently expanded Frequently Asked Questions section of its website and use its Live Chat facility as an alternative to ringing its calls centre.
The company is employing an extra 20 staff in its calls centre and increasing the number manning its Live Chat facility from four to 19.
Thomas Cook admitted this week to ABTA that the level of service it had provided to third-party agents over the past few weeks was "unacceptable" after some resorted to Tweeting its chief executive Harriet Green when they were left hanging on the phone.
It apparently blamed the delays on teething problems experienced following the relocation of its Bradford calls centre to its Falkirk and Peterborough offices.
The new phone line – 0844 879 8222 – will go live on Monday and if agents do need to call, the company suggests they ring outside normal working hours when there will be more chance of them getting through. Thomas Cook has extended opening times from 08:00 to 22:00.
A spokesperson for Thomas Cook said, "We’d like to thank our agent partners for their patience and apologise for any delays they’ve experienced.
"We’re launching a new dedicated telephone number for our agent partners from next week, with a single level menu to ensure they reach the department required.
"Whilst we will be communicating this to them in the next few days, we’d also encourage them to visit Thomas Cook World to look at our new FAQ section, talk to our live chat advisors or visit our self-service section to help deal with their enquiry more quickly and reduce the need to call."
Linsey McNeill
Editor Linsey McNeill has been writing about travel for more than three decades. Bylines include The Times, Telegraph, Observer, Guardian and Which? plus the South China Morning Post. She also shares insider tips on thetraveljournalist.co.uk
Vegas’s Billion-Dollar Secrets – What They Don’t Want Tourists to Know
Visit Florida’s New CEO Bryan Griffin Shares His Vision for State Tourism with Graham
Chicago’s Tourism Renaissance: Graham Interviews Kristin Reynolds of Choose Chicago
Graham Talks with Cassandra McCauley of MMGY NextFactor About the Latest Industry Research
Destination International’s Andreas Weissenborn: Research, Advocacy, and Destination Impact
Graham and Don Welsh Discuss the Success of Destinations International’s Annual Conference
Graham and CEO Andre Kiwitz on Ventura Travel’s UK Move and Recruitment for the Role
Brett Laiken and Graham Discuss Florida’s Tourism Momentum and Global Appeal
Graham and Elliot Ferguson on Positioning DC as a Cultural and Inclusive Global Destination
Graham Talks to Fraser Last About His England-to-Ireland Trek for Mental Health Awareness
Kathy Nelson Tells Graham About the Honour of Hosting the World Cup and Kansas City’s Future
Graham McKenzie on Sir Richie Richardson’s Dual Passion for Golf and His Homeland, Antigua
ADS PRO 
Phocuswright reveals the world's largest travel markets in volume in 2025
Cyclone in Sri Lanka had limited effect on tourism in contrary to media reports
Higher departure tax and visa cost, e-arrival card: Japan unleashes the fiscal weapon against tourists
Singapore to forbid entry to undesirable travelers with new no-boarding directive
Euromonitor International unveils world’s top 100 city destinations for 2025