Thomson in digital hospitality revamp

Holiday brand Thomson is modernising its hospitality services with the introduction of Google+ and Twitter initiatives to reflect its customers’ increasing use of social media.


It will run pre-holiday Google+ hangouts hosted by so called “iAdvisors” designed to replicate traditional welcome meetings and help customers plan for their trips.

Customers can use the live video hangouts to ask resort-based tour advisors questions about the local area, hotels and the weather before they travel.

Thomson, which is part of TUI Travel, is also encouraging holiday makers to use specific hashtags on Twitter to connect with tour advisers and other travellers going to the same resort to share advice and information.

It will equip all its iAdvisors with tablet devices so they can stay in contact with holidaymakers. The dedicated hashtag can also be used to contact local iAdvisors when customers are on holiday.

The initiative is being trialled for Thomson’s Sensatori Resort in Crete. A wider roll out is planned later this year if it is successful.

Ian Chapman, director of holiday experiences for Thomson, says: “We’re always looking for innovative and unique ways to deliver the best experience for our customers. What better way to get excited about your holiday than to virtually meet with your Thomson holiday iAdvisor via a Google+ Hangout and have a friendly chat about where you’ll be staying and what you can do while you’re there?

“Using Google+ Hangouts and Twitter hashtags is the perfect way to share our team’s outstanding local knowledge and experience, but in a way that appeals to our more tech savvy customers.”

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