Flight Centre's Digital Transformation: Streamlining Processes and Enhancing Customer Experience

Flight Centre Travel Group, one of the world's largest travel agency groups, was facing challenges in improving productivity across its business groups and operations. The company needed an easy-to-use tool for workflow automation. One of the major challenges was the manual and time-consuming process of building HUB sites for its corporate customers. These sites store a traveler’s profile in a secure environment, including frequent flyer information, seat and meal preferences, credit card number, and identification documents. The process could take up to 16 weeks to build and required collecting information for each legal entity in each of its customers’ regions. This could mean Flight Centre had to manually create dozens, hundreds, or even upwards of a thousand HUB sites for just one customer. The company struggled with maintaining transparency and consistency as information was spread across spreadsheets, forms, and third-party tools, with no single source of truth. The implementation team members were spending too much time managing this complex process rather than focusing on the customer experience.

Flight Centre Travel Group is one of the world’s largest travel agency groups. Headquartered in Brisbane, Australia, Flight Centre’s vast leisure and corporate sales network extends around the world, operating in 90+ countries. From its humble beginnings in double-decker buses to today—with 30 brands and thousands of corporate customers—Flight Centre aims to “open up the world for those who want to see.” The company uses K2 Cloud for a number of processes, including HR approvals, credit notes, contracts, and travel approvals. As the COVID-19 pandemic hit the travel industry, Flight Centre was able to quickly launch COVID-related apps and forms, including customer cancellations and a workplace safety app.