Cosmos Holidays says it has addressed issues experienced by travel agents using its trade website.
The operator acknowledged there have been user experience issues with the site and has uploaded a guide on the homepage to help resolve these.
A local rate number has also been set up, along with a dedicated email for agents to contact the operator directly, which it urges them to use.
In a statement, Cosmos Holidays said: “We launched our new trade website in June 2014 and to date over 50,000 passenger bookings have already been made through it.
“In early 2015, we experienced some technical issues which were resolved quickly. These have unfortunately recurred over the past two weeks, but we are confident that actions taken in the last 24 hours will resolve this.
“We have also taken extensive feedback from our trade partners on the user experience of the website, and this is being built into the next upgrade of the site.
“We have provided support to all agents who’ve contacted us, and would ask any agents that need assistance to contact us directly at email@example.com”.
The company said there were further issues with the website which are being worked on and they are writing to agents to explain this.
An issue with the server last week has since been resolved, it said.
Contact centre hours have been extended to accommodate agents who operate outside ‘normal’ office hours and are now open from 9am to 9pm, Monday to Friday, and 9am to 6pm at weekends.
Agents can call Cosmos on a local rate number 0333 400 8214.