Overseas holiday reps for First Choice and Thomson are to be given greater power in dealing with complaints.

It is hoped the move will cut down on the number of customers taking up issues with customer services when they return home to the UK.

Ian Chapman, head of overseas said “Holidays are so important, never more so than in the current economic climate.

“We understand that our customers may get upset if their experience does not meet with their expectations, so unforeseen problems need to be dealt with promptly, respectfully and by treating our customers as individuals.

“Great customer service can only be achieved when staff members are empowered to resolve customer issues quickly, efficiently and fairly.”

All First Choice and Thomson overseas reps will attend a three day training programme to promote and encourage first class customer service.

This will be in addition to a dedicated advice telephone service which will offer support to resolve customer issues.