Thomas Cook is the oldest and best loved name in travel. With sales of £7.8 billion and 20 million customers each year, the very essence of our business is to deliver inspiring personal journeys that make our customers return year-on-year.

Our customers’ experience must be placed at the heart of our transformation, and our business model and strategy are focused on doing just that…

Chief Executive’s Introduction

Our transformation has entered its next stage as we develop Thomas Cook into an organisation that places customers at its heart.

PETER FANKHAUSER
CHIEF EXECUTIVE OFFICER

Download Chief Executive’s Review

OUR RESOURCES

Retail outlets

3,110
Operations 1 Image

Employees

21,813
Operations 1 Image

Aircraft

91
Operations 1 Image

Departed customers

20.0m
Operations 1 Image

OUR NEW OPERATING MODEL

Our New Operating Model (“NUMO”) is a programme of key initiatives that will enable us to implement our four strategic objectives in a clear and structured way over the next three years. Through NUMO, we can create a future to be proud of with our customers truly at the heart of our business.

Read more on NUMO by clicking our strategic objectives below.

1

OWN-BRAND HOTELS AND FLIGHTS

Key numo initiatives Benefits
Hotels & Resorts unit Grow own-brand hotel occupancy and improve yield
In-house airline Optimise mix (package vs seat only) and yielding
2

OUR HOLIDAY OFFERING

Key numo initiatives Benefits
Differentiated holidays Grow sales to fewer, higher margin, quality hotels
Complementary products Develop low-cost model
3

OMNI-CHANNEL AND CUSTOMER

Key numo initiatives Benefits
Online and retail Improve omni-channel effectiveness and efficiency
CRM and ancillaries Increase ancillary sales through improved CRM
4

EFFICIENCIES

Key numo initiatives Benefits
“One Tour Operator” Align and integrate tour operator processes
Cost-out continuation Generate further efficiencies through cost-out

FINANCIAL HIGHLIGHTS

  • UK & Ireland
  • Continental Europe
  • Northern Europe
  • Airlines Germany

* Includes £386 million of internal revenue.
** Includes corporate costs of £32 million.

The term “underlying” refers to trading results that are adjusted for separately disclosed items that are significant in understanding the ongoing results of the Group. Separately disclosed items are included on the face of the income statement and are detailed in Note 7 to the Group financial statements.