Case Study: Flight Centre Travel Group achieves rapid, unified frontline communications and world‑class customer service with Unily

Flight Centre Travel Group - Customer Case Study

Flight Centre Travel Group, a global travel retailer with ~12,500 employees, needed a way to get critical, real-time information to dispersed frontline consultants so they could pivot quickly during disruptions. To solve siloed communications and inconsistent access to knowledge, Flight Centre deployed Unily’s employee experience platform (EXP), using features like the Broadcast Center and Search Center to power its Pilot knowledge hub as a single source of truth.

Unily enabled fast, targeted publishing, decentralized content ownership, mobile push alerts and powerful search, so frontline staff get the right information instantly. The impact: support-hub views jumped from 400 to 2,500 in a day (a 525% increase) with 58% of active users accessing updates, 92% employee adoption, 776,000 searches in the last year, and support for Flight Centre’s 4.9★ Trustpilot rating from ~39k reviews.

Flight Centre Travel Group

Jessica Jabbitt

Internal Communications Manager