Thomas Cook’s health and safety review ‘makes uncomfortable reading’
Thomas Cook has described the findings of an independent review, following the deaths of two children from carbon monoxide poisoning, as ‘uncomfortable reading’.
The report, written by Justin King CBE, said that decisions made regarding the tragedy ‘were often not taken in the thoughtful and caring way you would expect from a company such as Thomas Cook’.
And it added that overall, there were ‘a number of significant shortcomings’ in health and safety.
King did acknowledge that a number of the concerns were industry-wide issues.
The report, which makes a number of recommendations regarding health, safety, welfare and crisis management, was commissioned following the inquest into the deaths of Robert and Christianne Shepherd who died while on holiday in 2006 at the Louis Corcyra Beach Hotel in Corfu.
In May, the inquest found the operator had ‘breached its duty of care’.
Mr King said that the company’s whistleblowing line should be re-launched, encouraging ‘customer facing’ employees to report issues anonymously.
It also suggested that Thomas Cook adds hotel auditing information and health and safety advice to its print and online material while portable carbon monoxide monitors could be available to buy via the website.
Mr King said: "But it is clear that to date the actions have been insufficient or progress has been slow, no doubt partly due to the size and complexity of the business.
"Where this has been observed clear recommendations have been made. I hope that those with these responsibilities today, who have openly and willingly shared their views and knowledge, can use these recommendations as a spur to further and faster progress."
Thomas Cook said: "Following publication of the review we intend to work through the detail of the findings and the recommendations with a view to delivering implementation over the next 18 months."
It pledged the following immediately:
- More investment in customer service with the launch of a 24-hour hotel satisfaction promise allowing reps to solve issues in destination later this month
- More overseas staff and investment in equipment and training
- Review the health and safety audit policy, with more detailed audits of the most popular resorts
- Customer satisfaction to be part of management performance review
- To lead Carbon Monoxide awareness initiatives in the travel industry through the Safer Tourism Foundation established by Thomas Cook with Sharon Wood, to be launched on 16th November
Peter Fankhauser, chief executive of Thomas Cook, said: "Nine years ago, two children died in Corfu while on holiday with us: Robert and Christianne Shepherd. It took us nine years to correct the mistakes of the past and to do what everyone would have expected of us; treat the family with the respect and empathy they deserve.
"We had to learn from this tragedy and do things differently, and this remains our commitment."
Diane
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