First Choice: Morning, (name) speaking, how can I help?
Mktg: Hi, I have a question. My boyfriend has booked a surprise holiday with First Choice, and I'm trying to find out where we're going so I know what to pack. I was going to go to one of the First Choice shops to ask, but now you're merging with Thomson, can I still do that?
First Choice: We're all the same company, yes.
Mktg: Does that mean I won't be able to go into a First Choice shop any more?
First Choice: You will be able to go into a First Choice shop, but if the holiday is booked in your partner's name, they won't give you any details as they only deal with the lead passenger.
Mktg: OK. So if my boyfriend wanted to, he could go into a Thomson Holiday shop as well as First Choice?
First Choice: He can, yes.
Mktg: Is that going to be confusing when we get to the airport?
First Choice: No, it's always under the same code as it's always a Thomson flight, but we have two brands. First Choice is the home of all-inclusive and with Thomson you can make things more personal.
Mktg: I know we're booked on one of those couples' holidays, so does that mean we're going to be in the same hotel as the Thomson family holidays with lots of kids running around?
First Choice: No, not if it's a First Choice couples' holiday.
Mktg: So this just means that I can go into a Thomson shop and talk about a First Choice holiday and it doesn't make a difference?
First Choice: No it doesn't. Whichever company your holiday is with, a rep will be there for you. It means your hotel is just a First Choice hotel and just a couples' hotel, it won't have any families there. There will just be TUI reps there. The two companies together are classed as TUI.
Mktg: I didn't know they were owned by the same company. And that's called TUI?
First Choice: Yes.
Mktg: Thanks for the help.
First Choice: Thank you.
The call-handler was patient and clear about the two brands merging into the same shop presence, was able to explain how they operate in tandem, and emphasised that the change would not affect the customer's experience.
This article was first published on marketingmagazine.co.uk