Case Study: Flight Centre achieves 46% higher online conversions and 79% more phone bookings with Infinity Tracking

How Flight Centre successfully tripled their conversion rate on high-value calls by analysing conversations at Scale

Flight Centre, one of the world’s largest independent travel companies (founded in Australia, with 82 U.K. stores and a 5-star Trustpilot rating from over 12,000 reviews), needed to refresh its website to better promote tailor-made holidays. Any new solution had to integrate with the existing tech stack and replace time-consuming manual analysis of large volumes of call data so the team could find the enquiries most likely to convert.

Infinity’s Conversation Analytics was integrated with Google Analytics and DoubleClick Campaign Manager to automatically identify high-quality enquiries and present all call and channel data in a single view. The platform revealed high‑probability enquiries were 2.5x more likely to convert and drove a 46% uplift in online conversion for tailor-made holidays; tracked online call volumes rose 30% YoY, phone bookings from tailor-made holidays climbed 79% YoY, 44% of high‑value enquiries now generate a booking, and PPC call rate and volume increased by 9% and 12.6% respectively.

Flight Centre

James Boyle

Head of Digital Marketing