15th Sep 2017
Customers of travel agent Thomas Cook have said they felt “abandoned” by the company during Hurricane Irma.
Holidaymakers in the Caribbean and US say they faced a lack of information on flight delays and did not receive safety information from the company ahead of the hurricane reaching land.
The operator said that more than 2,000 UK holidaymakers would be evacuated from Cuba alone and thanked customers for their patience.
In a statement on the measures they had taken in Cuba, the company said: “We have an additional 26 members of our special assistance team waiting to fly out from the UK to provide further support to customers as soon as we can get into airports in Cuba.
“The safety of our customers is always our first priority and that we continue to follow local and government authority advice.
“All of our customers in Cuba were accommodated in hotels that were built to withstand a hurricane as the worst of the storm passed through.
“We understand that this is a worrying time, both for our customers in resort and friends and family back home watching the news. We are grateful to our customers for their continued patience.”
Although still scoring above the UK average for customer satisfaction, Thomas Cook has seen a dip in ratings in the last 12 months.
The company received a score of 78.5 out of 100 in the latest UK Customer Satisfaction Index from the Institute of Customer Service, 2.3 points lower than in 2016.