Case Study: Flight Centre achieves $175,000 first‑year savings and automates 1,200 HUB builds with Nintex K2 Cloud

Flight Centre supports customers through COVID and beyond

Flight Centre Travel Group, a global travel agency operating in 90+ countries, faced urgent operational strain when COVID‑19 hit: a surge in customer cancellations, manual and time‑consuming HUB onboarding (hundreds to thousands of sites per customer, with builds taking up to 16 weeks), and the need for fast, auditable workplace‑safety checks across markets. Processes were fragmented across spreadsheets and tools, limiting transparency and tying implementation teams to routine tasks.

By deploying K2 Cloud with RPA, Flight Centre launched an automated HUB Builds app, a centralized cancellation form and ticketing flow, and a multilingual Healthcheck app to streamline onboarding, refunds and safety reporting. Early results include about $175,000 saved in year one, ~1,200 hours saved on large onboarding projects (automating 1,200 HUB builds in initial rollout), 33,000+ cancellation form submissions and more than 35,000 refunds processed, plus better process visibility and an improved customer experience.

Flight Centre

Shaun Clear

Global Head of Operations