Flight Centre
Benefits of Our Transformation
Optimising data infrastructure and advancing analytics for market leadership in travel through personalisation and CRM.
About Flight Centre
Flight Centre, one of the world’s leading travel agencies, operates across multiple regions with a diverse customer base and a complex global footprint. Competing in an increasingly digital and data-driven travel market, the company recognised that its traditional business model needed to evolve. To stay ahead, Flight Centre aimed to harness the power of data to optimise operations, personalise customer experiences, and sustain growth in a highly competitive environment.
Results That
Matter
23 Countries
Global Presence
AI-Driven
Personalisation
Enhanced
CRM Systems
52 Stores
Revenue Growth
The Opportunity
The business identified a strategic opportunity to unify its global data and use it to drive smarter, faster decision-making. Previously, data was fragmented across systems and regions, limiting the company’s ability to forecast demand or anticipate customer needs effectively. The goal was to create a single, connected data environment that could enable predictive analytics, optimise marketing performance, and enhance overall customer engagement - driving both efficiency and profitability at scale.
Solutions Delivered
Beyond partnered with Flight Centre to design and implement a unified, AI-enabled data strategy.
- Data Integration & Infrastructure: Beyond integrated Flight Centre’s disparate systems into a centralised data platform to improve accessibility and streamline analysis.
Predictive Analytics & AI: Advanced predictive models were introduced to forecast demand, optimise service offerings, and anticipate customer needs.
Optimised Marketing Strategies: Data-driven segmentation enabled more targeted campaigns, improving engagement and conversion.
Enhanced Decision-Making: Leadership teams gained real-time insights into performance, allowing faster, evidence-based decisions.
Results & Impact
The new data-driven strategy delivered measurable commercial results. Revenue growth was equivalent to the addition of 52 new stores, highlighting the scale of improvement achieved through smarter data use. The ability to forecast demand more accurately and tailor marketing messages to individual customer needs led to higher engagement, stronger satisfaction scores, and a more resilient market position. Beyond’s work helped Flight Centre turn data into a powerful engine for growth and competitive advantage.
Lesson Learned
Flight Centre’s transformation demonstrates the value of integrating data, analytics, and AI to deliver operational and commercial impact. The project proved that a unified data strategy is essential for global businesses to act cohesively across markets, while predictive analytics can convert insight into growth by anticipating customer needs before they arise. Above all, it reinforced that a customer-centric approach — powered by actionable data — is key to building loyalty and sustainable performance in the dynamic travel industry.
When it comes to customer insight, we wouldn’t trust anyone else but the team at Beyond.
Sally Chapman, Head of CRM, Flight Centre
