Ian Derbyshire, CEO Thomas Cook UK & Ireland said, “The Which? Holiday report is in total contrast to the high levels of service that our customers tell us about and that we pride ourselves on. From our own surveys, which number more than 100 times more people than the Which? Survey, our customer satisfaction scores have increased year on year, with 94 per cent of our holidaymakers rating Thomas Cook as either excellent or good for their holiday last summer.
“With almost nine out of ten holidaymakers rating our reps equally as high, we find these results difficult to accept. Over 80 per cent of our customers tell us that they will definitely or probably recommend a Thomas Cook holiday to friends or family, a figure that you would expect from the company voted ‘Britain’s Favourite Package Holiday Company’ by The Sun’s readers at the British Travel Awards, just one of many accolades in 2009 as voted for by holidaymakers.
“We are extremely proud of the recognition that our teams in the UK and resorts across the world continue to receive from giving millions of holidaymakers great holidays time after time. As Which? themselves acknowledge, tour operators have an important role to play in offering affordable holidays to families, and we pride ourselves and our staff on being the best.”