When A Big Brand Fails
Frances Pardell
PR consultant who delivers exceptional results. "The most effective PR company we have ever worked with'" Isuzu Truck UK
There is a lot of upset this morning as thousands of holidaymakers find out their holidays/honeymoons won’t be happening, over 150,000 stranded tourists are worrying about how they’ll get back home and 15,000 employees discover they are out of a job.
I don’t understand how any company can keep trading ie taking peoples’ money, when they are in such severe financial difficulties that they are about to go under. This situation would not have been news to the Thomas Cook Board, so I think its CEO, whose financial packages is worth millions a year and fellow directors should be done for fraud. I appreciate that’s an emotional and probably not a legal case and more’s the pity they can’t be punished for running the company into the ground while taking huge slices from it.
I’ve only ever once had a Thomas Cook holiday and it was appalling but the worst aspect was the lack of customer service on my return. I booked a first holiday with my then newish boyfriend, a Classic Nile Cruise through Co-Op Travel which used Thomas Cook as its third party provider. It seemed to offer everything that much more expensive options were claiming, so we Cooked and booked.
It was one of the worst holidays ever....https://pardellpr.com/when-a-big-brand-fails/
PR consultant who delivers exceptional results. "The most effective PR company we have ever worked with'" Isuzu Truck UK
5 年Hi Richard I agree with you in part but the real reason was grotesque mis management - which of course ties in with what you've said. Everyone at the top, recent past and present, creamed off massive salaries and bonuses and then left the company with even bigger debts. It was unsustainable and somewhere along the way they (management) forgot that the basici structure of any b2c business is customer service customer service. Ignore that and expect to fail
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5 年This is a sad case of a giant business where their customers had changed and they failed to notice! New hi-tech disruptors entered their market and offered whole new ways of finding hotels, booking flights and enjoying holidays that Thomas Cook simply couldn't improve on...