Case Study: Flight Centre reduces booking failures 22% and boosts feature adoption 24% with FullStory

Flight Centre optimizes global retail ecosystem and improves operational efficiency with FullStory

Flight Centre, a global travel management company with over 2,600 consultants across 10 countries, faced slow bug diagnosis and low feature adoption that hurt consultant productivity and bookings. UX and product teams often spent up to two weeks hunting root causes of errors and lacked the user context needed to prioritize fixes, while only a small fraction of consultants used a key "share" feature.

By deploying FullStory’s Digital Experience Intelligence—session replay, dev tools, and funnel analysis—Flight Centre reduced investigation time from weeks to days, identified and fixed an API-level booking error, and iterated regional rollouts in real time. The changes led to a 22% decrease in booking failures, a 24% increase in adoption of the improved share feature, and broader alignment across five internal teams using FullStory.

Flight Centre

Hans Einner Barroga

Experience Design Lead