Our people, our key differentiator

We recognise that it is our people who will be our key differentiator. From buying a holiday, through to the airline and in-resort service they provide, it is our people who are making the difference to the customers’ holiday experience.

We are therefore committed to hiring the best people, training and developing them to fulfil their potential, and providing career opportunities that keep them within the Thomas Cook Group.

All of our businesses operate recruitment, training and development and reward policies appropriate to their local markets. Over and above this, the new Thomas Cook Group has launched some ambitious initiatives to keep the Group’s people at the forefront of its businesses.

Values

The Group has adopted the ‘PROUD’ values as the cornerstone of employee behaviour. All Thomas Cook businesses now encourage their employees to aspire to this way of working.

Pioneering our future - we inspire energy and enthusiasm. We seek constantly to be creative and innovative and challenge constructively the status quo. We thrive in an ever-changing and dynamic world.

Results orientated - we take responsibility for achieving results. We are reliable and always deliver our promise. We are committed and determined to challenge and overcome barriers and solve problems. We always work to improve our own and others’ performance and capabilities.

Obsessed with customer service - we deliver the best possible experience for our customers at all times. We listen and respond to their personal needs.

United as one team - we support and respect each other and work openly and collaboratively with our colleagues as a single, world-wide team. We trust each other and always demonstrate integrity and honesty.

Driving robust decisions - we strive for quality, speed and clarity of decisions. We learn from the past. We ensure our decisions are based on facts and are fair.

Employee engagement

Thomas Cook places a great deal of importance on internal communication. The Group’s Chief Executive Officer visits each of the operating markets at least once a year and communicates on a monthly basis to update Group employees on the Company’s progress and performance. Many regular communication vehicles are produced by the Group and its segments with the aim of keeping all employees up-to-date on the latest business and market developments. In addition, many of our key markets also host annual conferences to review the previous year’s performance and set out the priorities for the coming year.

Succession planning

In January 2009, the Board will, for the first time, be able to view succession plans for all senior positions across the Group and will manage talent at a Group level.

Development

Thomas Cook has created a fast-track development programme at Group level for high-potential employees from all of its businesses, as well as a handful of high-potentials hired into Thomas Cook from outside the sector. These individuals will receive business and leadership development to prepare them to be the Group’s senior managers of the future.

Reward

As well as aligning reward for senior managers across the Group, Thomas Cook launched an international Save As You Earn Share Scheme for all its employees within a year of the merger. Some 3,500 employees across all our businesses are now saving to become shareholders in Thomas Cook Group plc.

This is just the beginning. We will continue to build our people policies to support the Thomas Cook brand as it expands across the world.

Employment policies

Thomas Cook Group is committed to treating everyone fairly and reasonably according to their individual merits and abilities measured against our justifiable business needs. Therefore, any form of unlawful discrimination directly or indirectly on the grounds of sex, gender reassignment, pregnancy, colour, race, nationality, ethnic or national origins, sexual orientation, disability, age, religion or belief, or because someone is married or is a civil partner, will not be tolerated.

Thomas Cook Group also aims to reflect the diversity of the community in which it operates because it values the individual contribution of all employees and recognises its legal and social responsibilities.

Thomas Cook Group is committed to promoting equality and all employees have a duty to contribute towards ensuring that the PROUD values are upheld and that the culture, climate and working environment are free from harassment and discriminatory treatment.

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Denise Williams and Anthony Manning were announced UK & Ireland Chief Executive Officer employees of the year for 2007/08. Their reward included: a cruise to New York on the QE2; a £4,000 shopping allowance at London’s Harvey Nichols and, throughout the year, they attended all of the Company’s key external events as guests of honour.

Dr Veronika Békefi, Chief Executive Officer of Neckermann Hungary, was voted one of the 100 most successful businesswomen in Hungary in 2007 by the Hungarian Marketing Federation.

Gisela Soekeland, Managing Director of Thomas Cook Reisen, was voted one of the top 25 businesswomen in Germany by Financial Times Deutschland.