iDS One Team Magazine - December 2016

ONE TEAM MAGAZINE All things iDS for Winter 2016/17

Welcome to this festive edition of One Team magazine

December 2016

WELCOME from Michael Scheidler, Group Director In-Destination Services As we approach Christmas and the end of 2016, Michael reminds us of how much we have achieved in this remarkable year for iDS.

The latest winter round-up of news from across iDS and the wider Thomas Cook Group.

Send us your stories, photos and thank you letters by 18th January for the next edition.

Christmas message from CEO Peter Fankhauser

Video of LIVE Group update with CEO Peter Fankhauser Latest Commercial Update from Björne Sandström Thomas Cook Group YearEnd Results

The Group recently announced a pipeline for 14 new own-brand hotels by 2018. The first 12 open next year – check out HeartBeat to see where.

Hot off the Press: Sneaky ‘Peaks’ at our new Group campaign!

Thomas Cook TV Short videos bringing you fast-paced news from across the Group every two weeks! Click on the link buttons to view in English or German.

TCG plc Annual Report 2016

Remember: You can use the Google translate tool on most HeartBeat stories.

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If you any questions, suggestions, feedback or problems you would like to share in confidence with Michael Scheidler please email: contactmichael@thomascook.com

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News from across the iDS team Read the full stories on HeartBeat

2017 Recruitment Update – meet the team!

End of Season Summer Customer KPI Scores

October Customer at our Heart Award winner 1

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Check out who’s stepping up in 1&2!

Step Up 3 - Congratulations to our new 2017 Resort Managers: 1. Jenny Clerkin, Antalya 2. Kelly Thomson, Dalaman 3. Hollie Johnson, Palma 4. Stefan Minimayr, Crete

November Customer at our Heart Award winner

iDS banked over €53,000 for charity this summer!

SUMMER 2017 BRIEFINGS – Viva Espana!

Yes, we’re off to Costa Del Sol! iDS Management Briefing Gran Hotel Cervantes in Torremolinos, Costa Del Sol Travel day: Sunday, 12th March | Briefing: Monday 13th – Friday, 17th March

iDS Head Reps, Senior Admin and equivalent levels Briefing Holiday World Resort in Benalmádena, Costa Del Sol Travel day: Sunday, 19th March | Briefing: Monday, 20th-Wednesday, 22nd March)

iDS Loyalty Awards – November/December

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15 Years Nancy Reyes Service Rep, Cuba

15 Years Naima Argaubi Airport Rep, Tenerife

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15 December 2016

15 Years 15 Years Margarita Arguelles Maria Gandara Fernandez Airport Rep, Tenerife Airport Rep, Tenerife 15 December 2016

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News from across the iDS team Read the full stories on HeartBeat

iDS Spain – one year on! Check out our interview with Michael Scheidler and José Manuel Máñez

Pilot of new Connected service for Signature customers from Germany

Great improvements to our transfer services for Summer 2017 New: QTT Newsletters tell us what’s new and improved Read how we’re working with suppliers to drive up quality

See what happened at our 2017 Customer at our Heart Workshop

Thomas Cook launched a new Animal Welfare policy relating to excursions with animals. Find out more about it.

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Cape Verde is an important new growth destination for the Group.

Read about it and see our resort visit video on HeartBeat.

Check out the winning Selfie from our Summer 2017 Competition and which teams generated the most entries.

Find out who won the Connected teams’ ‘Day-in-the-life of ‘videos competition – watch all three videos

Bianka Reitz, our new HR Director.

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Important news, actions and updates

Customer illness briefing pack – actions required

Winter operational actions, updates and information

Öger Tours logo refresh – upload the new one from HeartBeat now

Who are you?

Changes to our From the Heart recognition scheme

Please add to your full name, title & contact details to your email signature!

New iDS email distribution lists

iDS Voice Forum The recently appointed iDS Voice Forum met for the first time last month – To read what they talked about and the actions they're taking click here.

Here are your representatives and the regions/destinations they were appointed to represent. *

Sylvia MacPherson Costa del Sol Costa Blanca Costa Dorada Costa Brava Costa De La Luz Menorca Ibiza Algarve/Madeira HQ Peterborough

Lyndsey Greatbatch

Jutta Gaeckel*

Torsten Keil

Nicki Smith

Tunisia, Djerba, Morocco, Goa Antalya, Bodrum Dalaman, Izmir Bulgaria, Croatia/Montenegro, Split, Hurghada, Sharm El Sheikh, Jordan

Rhodes Kos, Lesbos, Samos, Athens, Corfu, Skiathos, Halkidiki, Zante, Kefalonia, Kalamata, Crete, Santorini, Mykonos, Lefkas, Thassos, Cyprus, Swiss HQ, Italy, Malta

Tenerife, La Palma, Lanzarote, Gran Canaria, Fuerteventura, Mallorca

Mexico, Florida, Jamaica, Dominican Republic, Las Vegas, Cuba

* If your destination is not shown in the grid above, check to the minutes of the meeting on HeartBeat as this may have been discussed. **Jutta also represents IDS at the European Work Council (EWC)

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Merry Christmas Everyone!

No business like snow business – the magic of Lapland!

The UK Lapland programme has gone from strength-to-strength.

This Winter, we have taken more customers than ever to the home of Santa Claus. 32 flights, carrying over 7,000 customers, over 24 days involving 50 iDS Leisure & Entertainment team members in the UK airports, in the air and of course on the ground, who have ensured we delivered customer satisfaction of over 90% to date.

In Both Rovaniemi & Kittila the teams have dealt with -25 degree chills and high customer expectations to ensure this once in a lifetime experience will not be forgotten.

Lapland is growing again next year already and iDS will be right at the forefront of this special customer experience.

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SNAP HAPPY PHOTOS

MARMARIS: Look at this glamorous bunch at their end of season do to celebrate a fantastic and success summer.

CUBA: To mark the end of a season full of challenges, Destination Manager, Carmen Gmeinböck and the senior team in Cuba enjoyed a well-deserved weekend in the island’s capital, Havana. Lots of culinary and cultural highlights for the team including the ballet, the Mozart festival and this 1952 American classic car ride.

ANTALYA: Their Charity Variety Show at the Sentido Zeynep Hotel, Belek in October was a major success thanks to the many hours the team put into rehearsals and selling event and raffle tickets. They raised a massive €562 – it’s no wonder from the look of these fab photos!

ZANTE: When a child went to hospital and missed her flight home, she was thrilled when Bernie came to visit with cards and little gift – Ahhh!

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SALOU: The team enjoyed their 5 mile fancy dress walk so much they wore their outfits on airport days in the days after, raising €1142 from happy customers with leftover euros!

CONNECTED ANTALYA: Christmas Jumper Day!

ZANTE: Michael Scheidler enjoying a relaxed dinner with the Zante team during a visit in October.

SAYING THANK YOU Becky Wilson, Service Rep, Cuba

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Thomas Jäger, Service Rep, Fuerteventura Hallo, Wir sind zwar nicht ueber Thomas Cook oder Neckermann unterwegs, aber wir moechten dennoch jemanden aus Ihrem Team loben, da er uns einen wunderschoenen Tag bereitet hat auf Fuerteventura.

Wir sind im Hotel Monica Beach und konnten unsere Reiseleitung nicht auffinden.

Zu diesem Zeitpunkt war Ihr Reiseleiter, Thomas Jaeger, im Hotel den wir daraufhin fragten, ob er uns weiterhelfen kann.

Er war sofort hilfsbereit und erklaerte uns den Ausflug den wir machen wollten, da es ein Geburtstagsgeschenk fuer meine Frau werden sollte.

Herr Jaeger hatte es tatsaechlich geschafft noch die 4 Plaetze fuer den Katamaran Magic Deluxe zu bekommen.

Unser Geburtstag war gerettet.

Suzanne Rietdyck, Service Rep, Hurghada After being disappointed with their first hotel, these customers were full of praise for Suzanne who helped them find an alternative that met their expectations.

Gelukkig hadden we de dag erna een briefing over het verloop van de vorige avond met een medewerkster van jullie 'Neckermann - Thomascook' Nederland.

Suzanne Rietdyck.

Dat meisje heeft voor ons alles gedaan, en dan zeg ik ook alles!

Alle mogelijkheden werden besproken, maar mijn man en ik hadden geopteerd voor een ander hotel.

Twee en een half uur later zaten we in onze junior suite in een ander hotel Seva Grand Beach Hurghada.

Prachtig hotel, netjes, proper, mooie tuin, prachtige zwembaden, een beach bar met lekker eten, een variatie van lekker en gezond eten, 's middags en 's avonds.

We hebben zeker en vast geen negatieve commentaar op het personeel van het eerder geboekte hotel, die mensen kunnen maar roeien met de middelen die ze hebben.

We snappen wel niet wat het verschil is tussen een vijf- en viersterren hotel.

Want naar ons normen is 'the Seva' een ster meer waard!

In ieder geval, geen verwijt naar jullie en de mensen daar van het hotel.

Ik wil toch nog eens Suzanne vernoemen.

Een dikke mercie, jij hebt van onze vakantie een Pracht vakantie gemaakt.

Dikke knuf meid!!!

Wir danken Ihm auf diesem Wege und freuen uns, wenn er dieses Schreiben auch bekommt.

Dies war sehr professionell und er hat 4 Gaeste gluecklich gemacht.

Helen Bee and Katie Schofield, Cancun Following a sad death in resort, the team received this praise: All back safe & sound.

Just like to thank you and your team again for all the support you gave Katie & ourselves throughout this tough time.

To be honest I haven’t used a package holiday company for many years, but was truly impressed by the exceptional customer care and service you provided and would definitely holiday with Thomas Cook in the future.

Vele groetjes uit BelgiëNancy en Philippe

UK AIRLINE & KOS IDS TEAMS Click here to find out what put a smile back on these children’s faces – a great story of collaboration across different teams to make happy memories at a very sad time for the family.

Click here for the full story on HeartBeat

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