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Flight Centre. Keeping costs down and simplifying payments

Flight Centre is a Ready Business

Flight Centre is a Ready Business

Ready to keep customers engaged, while the brand takes off.

With 200 retail and business stores across the country and over 1,100 people in their local team, Flight Centre is the largest total travel specialist in New Zealand.

If that doesn’t keep head office busy enough, the company has a new challenge – transitioning from travel agent to world class travel retailer.

Connecting staff and consumers

From humble beginnings with a single Topdeck double-decker tour bus in London, Flight Centre now employs 15,000 people working across their multiple brands in 12 countries and has a turnover of AUD$17 billion a year. And the company isn’t showing any signs of slowing down. Flight Centre is on a mission to create a more engaging online and offline consumer experience and wanted a communications partner who not only understood the challenges of running retail stores, but could deliver all the customer connectivity they needed on the technology side too. So CIO Monique Hooper asked Vodafone for some assistance.

What they did differently

From retail store to shop of the future. In the next 12 months, 40 of Flight Centre’s retail stores will be transformed. These vibrant spaces will engage customers with videos, interactive kiosks for trip planning and digital signage with up to the minute flight prices – all delivered with help from Vodafone.

One brand, one message. Central control of national communications using the Vodafone network helps keep messaging consistent across Flight Centre’s stores and website, and gives them the opportunity to analyse response data to help refine future marketing and stay ahead of competitors.

One supplier for all communications. Shifting their mobile, fixed broadband data and toll free calling to Vodafone helps keep Flight Centre’s costs down and simplifies their bill payments, so they can operate more efficiently.

Have tablet, will travel. Supporting Flight Centre staff to work when overseas on conferences, working from home or on the road as a mobile consultant requires cost effective data and roaming. With Vodafone Red Sure Spend, Flight Centre employees can work flexibly whenever and wherever they need with no nasty bill surprises.

How we’re helping Flight Centre get ready for better business

With Vodafone SIP services Flight Centre can easily adapt as their business needs change by quickly scaling-up or down using the latest IP based technology, while lower call charges and less lines cut monthly costs.

With a dedicated Vodafone account team and access to 24/7 business grade service, Flight Centre can feel confident that any issues will be dealt with quickly, professionally and with minimum disruption to their customers.

With fixed, per-user mobile pricing as well as low cost data and roaming, Vodafone Red Sure Spend helps Flight Centre employees work on the go with no unexpected costs.

With more than 50% of enquiries coming from calls, it’s critical that Flight Centre’s phones ring. Vodafone migrated their 170 toll free numbers and provided a highly complex, yet seamless routing system based on Vodafone SIP connections to ensure calls always get answered.

Vodafone are in partnership with Flight Centre to help drive industry innovation and develop future technologies. Together, they plan to develop a Flight Centre mobile app to keep customers connected to the brand.


To find out how you can benefit from becoming a Ready Business contact your Account Manager or call 0508 249 777
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