Flight Centre launches online help hub for travellers, signs deal with Rex

Flight Centre launches online help hub for travellers, signs deal with Rex
By Travel Weekly


Flight Centre has launched a new online help hub designed to make things easier for customers facing the challenges of planning their next trip in these uncertain times.

Kelly Spencer, general manager for Australia at Flight Centre, said anyone in the world browsing flightcentre.com.au was welcome to access the Travel Help Centre, with no login or any requirement to make a purchase.

“We care about all travellers, not just our own customers, which is why we’ve created the Travel Help Centre so there’s one source of information for everyone,” she said.

With planning domestic or international travel being a juggling act at the best of times, Spencer said travellers must now also consider things like border closures, vaccine and quarantine requirements, booking amendments and cancellations.

“We understand that in these times people have many more travel concerns than they used to, and require more post-booking support for things like baggage requirements and insurance,” she said.

“Our collective travel brain of thousands of agents, holiday and airfare experts and accountants is now accessible to all travellers. We invite them to experience our experience in these challenging and uncertain times.”

Kelly said a simple tap or click on the ‘Help & Support’ drop-down menu on the homepage is all it takes for travellers to access the Travel Help Centre.

From there, customers can type their questions directly into a search bar or browse what they’re after by category, or they can open over 100 articles that answer hundreds of FAQs.

The Travel Help Centre is part of a wider revamp of the Flight Centre site. A reconfigured navigation architecture now offers a more logical layout of information that makes it easier to sequentially plan components of a holiday such as flights, accommodation, car hire and packages.

Users can also access an interactive map that displays domestic and international travel restrictions.

“We know the world will open up soon, and we’re ready for it,” Kelly said.

“Our new Travel Help Centre is just one part of our big-bang readiness for what is going to be a very busy, exciting and, albeit, challenging time for the travel industry.”

The broader Flight Centre Travel Group (FCTG) has also signed an agreement with Regional Express (Rex) which enables the company to sell and promote the airline’s flights to its leisure and corporate travel customer base globally.

FCTG chief executive Graham “Skroo” Turner said: “We are delighted to enter into this agreement with Rex for the benefit of our customers who book across our diverse business streams.

“Rex’s customer-centric principles align with ours, and its dedication to providing vital air services, particularly to our remote and regional communities, is significant. We look forward to playing a part in Rex’s exciting growth strategy moving forward.”

John Sharp, deputy chairman at Rex, said: “This will give consumers even greater access to both our national, regional and domestic networks, and will further enhance our brand awareness.

“It also means we will be in an even stronger position once lockdowns are lifted and borders reopen to capture more of the pent-up demand from travellers keen to fly again.”

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