TUI UK & Ireland unveils Industry leading Customer Service Tool

PRESS RELEASE: The UK’s leading holiday company TUI UK & Ireland has launched a multi-million pound system across its entire network that will allow it to deliver industry-leading standards of customer satisfaction and retention.

The new state-of-the-art system is known as Connect, and its launch marks the beginning of a series of technology enhancements to improve the customer experience as part of the holiday company’s digital transformation programme. It is supported by a world class customer engagement platform from Pegasystems, which is used by global customer-centric businesses including Fortune 500 organisations in industries such as Financial Services, Insurance, Telecommunications & Media, Public Sector, Life Sciences, Healthcare and Manufacturing.

Connect links data through every stage of the customer journey, from the time of booking to in-resort and after travel, giving holidaymakers an informed and consistently high level of service, every time. Information will be shared across booking platforms so online or call centre bookings can now be seamlessly followed up in shops.

The new system, which will roll out across the company over the next nine months, continues the focus of putting the customer firmly at the heart of operations around the business.

Connect is part of the company’s new ‘TUInnovate’ programme, which demonstrates the commitment to innovation across the business. Other recent developments include the introduction of Wi-Fi free of charge this summer across key hotel concepts and the re-launch of Thomson and First Choice’s websites to enhance customer experience through inspiring content, intuitive search and instant customisation.

The new system will also give front line staff the ability to recognise and reward loyal customers more effectively, as well as quickly and efficiently identify key information including birthdays, anniversaries and favourite destinations in order to offer a more personalised service to the customer.

Fraser Ellacott, Customer Operations Director for TUI UK&I, said: “TUI strives to put the customer at the heart of everything it does and this new system will make it much easier to do so. By connecting our front line staff both here and overseas we’ll be able to offer our customers a much more personalised service that’s tailored to what they want from their holidays. It will also help us share even more information across the business so we can answer anything our customers want to know at the touch of a button. Results so far show improved customers and staff satisfaction and this is just the beginning of the journey as we continue to develop and grow the system as part of our long term customer strategy.”


TUI UK and Ireland is the UK’s largest tour operator. Key brands include Thomson and First Choice, who between them account for half of the mainstream market within the UK and Thomson Cruises. Sub brands include Thomson Sensatori, Thomson Couples, Thomson Family Resorts, First Choice Holiday Villages, SplashWorld Resorts, SuneoClub and Club Magic Life.

TUI UK and Ireland’s airline, Thomson Airways is the UK’s third largest airline with 57 aircraft and employs over 4,000 people in the UK and Ireland including approximately 780 pilots and 2,600 cabin crew, operating to over 88 destinations in 30 countries. Thomson Airways is the first airline in the UK to take delivery of Boeing’s 787 Dreamliner and is flying the aircraft on long haul flights.

TUI UK and Ireland employ a team of 17,000 employees and serve over 5.5 million customers each year.

TUI UK & Ireland is part of the TUI Travel PLC Group.

About Pegasystems

Pegasystems Build for Change® Platform is the heart of Better Business Software®. It delivers business agility and empowers leading organizations to rapidly close execution gaps and seize new opportunities. Pegasystems leverages its recognized leadership in Business Process Management (BPM), Multi-Channel Customer Relationship Management (CRM), Business Rules, and Adaptive Analytics to uniquely give its clients the power to engage customers, simplify operations and Build For Change®. For more information, please visit us at