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TUI Travel has indicated that the managers of their retail shops will be empowered and trained to directly resolve any complaints made by customers. The plan is that the shops of First Choice and Thomson Holidays may start to handle their own customer complaints by late this year through the empowerment of staff at 880 TUI Travel shops across the United Kingdom. The move by the travel company is a result of a review done on customer service in December.

Right now, all customer complaints are handled through a central customer service center, and this is probably going to still continue for the more complex complaints and/or inquiries. The managers of the retail shops are going to be able to make decisions on the spot in regards to compensation (when it is appropriate), as well as resolve any complaints that are straightforward. The managers will also be backed by a Customer Services Empowerment Team that will provide them with guidance and advice.

TUI Travel customers will not have to put their complaints in writing anymore, as they can now go back to their agent to resolve any problems. This should reassure them that their complaints are being taken seriously and that First Choice and Thomson Holidays staff will help them find a satisfactory outcome to their issue. Nick Longman, the Distribution Director of TUI Travel, said that their agents have a good relationship with their customers. They are underplaying this ability of resolving problems in their shops, he added.

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