Our Strategy
The mantra of 'Customer at our Heart' sits firmly at the centre of our strategy for sustainable growth and our vision to be the most loved holiday company.
Click on each strand of our strategy to find out how we're doing.
Our culture helps to make us different
In 2016, we launched our three Customer Promises: Quality, Service, Reliability. These promises shape everything we do as a business and determine the values against which the performance of all of our 22,000 colleagues is measured. We believe our promises are what set us apart from the competition.
- We are passionate travel experts & have been creating great holiday memories since 1841.
- We share customer reviews before you book to help you choose the perfect trip for you.
- We listen & act on your feedback.
- Our teams & the partners we work with are always looking to improve to make your next holiday even better.
- We'll be there whenever you need us. Our teams are available around the world, 24/7.
- We are happy to make you happy & we promise to put you at the hearts of everthing we do.
- Your holiday means the world to us.
- We'd love to welcome you again & are committed to sending you home with great memories of your holiday.
- We care. You can trust us to always be open and honest with you.
- We always give you all the information you need to make your time away stress-free.
- Your money's safe when booking with us.
- We're ATOL protected for peace of mind.
Our Values
In 2017 we took a bold step to redefine our culture and place the customer even more firmly at the centre of our organisation. Our values, which are directly aligned to our Customer Promises and based on what our customers told us the wants from a holiday company, help to focus our people on what makes us different.
- We seek feedback & act on it
- We challenge the status quo & continually look for ways to make things better
- We proactive to anticipate customer's need
- We listen carefully to understand what's required
- We're solution focused & strive for the best outcome
- We're focus on the little thing what make a big difference
- We're open and honest & act with integrity
- We take ownership & deliver what we've promised
- We work as one Thomas Cook team
