Thomas Cook looks online as stores close

Author: Dawn Southgate

Thomas Cook is to close 21 stores, bringing its store portfolio down to 566, in an effort to “streamline its UK retail network” and to respond to changing customer behaviour. Online grew by 30% last year and online reservations made up 64% of all the company’s bookings in the UK. Customer satisfaction with the company’s UK website, measured by the net promoter score, rose by five points. In the UK, two out of five Thomas Cook holidaymakers use its app to help manage their trip., 22 March 2019 (Johnson)

[First appeared in Cutting Edge, 27 March 2019]