Some careers leave behind not just achievements, but also lasting relationships, enduring goodwill and a legacy that quietly shapes an organization for decades.
It all began in 1989, when a young and spirited Suzanne Pereira stepped through the doors of Thomas Cook India. Little did she know then, that what started as a job would evolve into a lifelong passion—a voyage spanning 36.6 years, marked by impact, innovation, and relationships that would define her many roles at Thomas Cook.
Suzanne joined as an Institutional Trainee in Corporate Travel, where she quickly mastered the intricacies of air and hotel bookings, and the ticketing and airline business; also managing forex and visas for her clients. Her sharp mind and dedication soon caught the attention of the management, and she was made Manager — the youngest manager of the largest branch – at our old Head Office at Cooks on D.N Road.
This paved the way for her growth into diverse roles. From Corporate Travel, she transitioned into the new Leisure business, and before long, she rose to become the City Head for Mumbai.
Her strategic instincts and vision led her to establish the E-Business department, a pioneering step for Thomas Cook. With several firsts – including India’s first e-auctions for flights, hotels, cruises and holiday packages. She also started the student desk – to support the Forex overseas education business with cracker deals and excess baggage.
But Suzanne’s journey did not stop there. With her trademark clarity and conviction, she successfully pitched the idea of creating a Trade Relations vertical—an initiative that she went on to lead with distinction for 15 years. In doing so, she became the face of Thomas Cook within the travel trade. Simultaneously she was also requested to manage the Company’s Communications department, which she accepted with trepidation – but soon created invaluable media relations and impressive/sustained coverage for the enterprise. She spearheaded the expansion of the Service Quality department, ensuring that excellence and customer obsession became cornerstones of our operations
Suzanne’s delightful approach, sharp presentations, and effortless style earned her admiration across the industry. She is fondly referred to as “Her Royal Highness”—a title that reflects not only her grace and panache but also the respect she commands among peers and colleagues alike.
It was only fitting that she received a “royal” farewell at the Marathon office. Senior Management and colleagues gathered to celebrate her journey, while separate felicitations from the Long Haul and MICE teams stood as a touching tribute to the relationships and respect she has earned over the years. We celebrate her extraordinary journey — a journey that began with curiosity and determination, and blossomed into a legacy of leadership, innovation, and enduring relationships. Her contributions have left an indelible mark on Thomas Cook and the travel industry at large.
Always a picture of elegance and pizzazz — whether in stilettos attending a high-powered meeting or in sneakers dashing to catch a train — Suzanne will be remembered not only for her achievements, but for her unmistakable class, grace and integrity.
As you prepare to set sail for new horizons, Suzanne, all of us extend our gratitude and warm wishes as you embark on this next chapter. May your voyage ahead be as inspiring and fulfilling as the one you have shared with us.
As she begins a new chapter, we wish Suzanne a future filled with happiness, adventure and fulfilment. Her contribution to Thomas Cook will long be remembered, but even more enduring will be the warmth and inspiration she leaves behind.
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Keep scrolling to read what Suzanne’s boss Abraham Alapatt has to say after working together for 13 years!
I hesitate as I sit down to pen a few lines about Suzanne – not because I don’t have enough to say, but because there is so MUCH to say…
For context – I have been fortunate to work with Suzanne on my team for 13 years and across multiple domains and skill-sets across:
- Trade Relations – where I learnt the art of relationships, global protocol structures, negotiation and diplomatic conversations and correspondence – not to mention the art of attending several parties and events, spending just the right amount of time, and making sure you met the right people, and were photographed for the record. She was, and still is, the most popular Ambassador for the company.
- Corporate Communication – where I admired her ability to craft a media worthy story from very little, and then arm twist the PR agency, and sometimes even journalists, to give us coverage.
- Service Quality – where she would guide the team to get to the root of a customer issue or service failure and analyse where the gaps are, and what needed to be fixed, then quickly ascertain what we had to concede and what we should bat front foot on – to refuse an unreasonable customer etc.
- Many other miscellaneous events like India Travel Summits and media launch events where I have seen her juggle people/ego management, communication skills, relationships and negotiation skills besides hostess/emcee skill!.
At the root of Suzanne’s capability and versatility is (to my mind) a set of human values that underlies them and I will elaborate on these using an acronym PICKLE:
P – Passion & Professionalism
A rare balance of two usually countervailing forces, Suzanne channels immense Passion for the organisation, her role, her partners and the task at hand, and then manifests it in a smooth professional manner. Impeccably dressed, always on time, well-spoken and well prepared.
I: Integrity & Intelligence
Suzanne is very high on intelligence (mental and emotional) and can quickly absorb and adapt. She is also very high on integrity with a strong foundation of ethics and honesty. Rare virtues and balance in today’s environment.
C: Concern
Suzanne is a great example of a perfect leader, teammate/friend, employee at work and friend, daughter and sister in personal life.
While she was tough with those who worked on her teams (pushing them to do more) she always focused on making sure they were fulfilled, looked after, happy and motivated.
K: Knowledgeable:
Suzanne is a huge reservoir of knowledge and information/news – keeping pace with events and happenings, corporate updates and the grapevine besides, of course, the relevant data to be prepared for a partner meeting etc.
L: Lively & Loving:
One of the most familiar sounds I will remember of Suzanne is of her chatting with various people en route to meet me, and the sound of her voice and their shared laughter.
She has a unique gift of making friends easily and establishing a strong personal “special” connect.
E: Excellence:
Suzanne is a great example of the “ideal” quest for Excellence.
Accuracy, accountability, punctuality, dress, demeanour, language, performance/delivery….
So, while this note is limited in terms of doing justice to Suzanne’s enormous contributions to me personally, our teams and the larger organisation – it does give me a chance to place on record my immense gratitude for the learning, support, partnership and friendship you have generously offered over the last 13.5 years!
All the best and stay PICKLY always!
-Abe-