Flight Centre.

Before the COVID-19 pandemic, Komosion worked for more than six years as a Consultant to Flight Centre, helping the company transform into a customer-centric travel retailer that much better understood its customers and their needs. This customer-focused omnichannel strategy set the organisation up for higher margins and sustainable growth.

Strategy and Consulting

People and organisational development

User research and experience design

Tourism, Hospitality and Travel

Melanie Waters Ryan

I knew something wasn't quite right...you very succinctly and systematically helped to nail down what those issues were and helped us develop actions.  

Global COO, Flight Centre

Our Approach

A program of work spanning:

  • Phase 1: Internal Diagnostics
  • Phase 2: Customer Research & Market Discovery
  • Phase 3: Marketing and Customer Experience
    Improvement Strategy
  • Phase 4: Build Capability and Execute

Komosion worked on an in-sourced basis with internal owners (some of whom we helped recruit) and other stakeholders to deliver customer focused quick-wins and longer term change projects.

 

The Flight Centre relationship resulted in:

  • Increased margin
  • Improved customer satisfaction including referrals
  • repeat business
  • Onsell and upsell
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