Case Study: Flight Centre achieves rapid refund processing and better customer service with UiPath automation

Flight Centre adapts with automation to deliver amazing customer experiences

Flight Centre Travel Group, a major global travel agency, needed to rapidly process 105,000 flight credits into refunds within three weeks during a peak disruption period. With less than a week to start and a manual approach requiring the equivalent of 80 temporary employees, the company turned to UiPath automation to handle the high-volume workload.

UiPath deployed robots within a day to process refunds around the clock, helping Flight Centre complete the work just ahead of the deadline. The automation delivered the equivalent of an 80-person workforce, processed 105,000 refunds in three weeks, and cost less than 10% of what the manual effort was estimated to require.

Flight Centre Travel Group

Roel Wijmans

Automation Team Leader