Following some major changes to its leisure network, the sale of its Melbourne headquarters and over a thousand redundancies, Flight Centre has opted to streamline its product support areas.
The aim is to create a new centralised division out of its existing Infinity Holidays and product support teams to form a one-stop Product Excellence Hub for agents.
As a result of the restructure, the Infinity Holidays brand will no longer be in the market.
The new centralised division is part of the company’s plan to create a more sustainable, leaner business model that will help it bounce back, and enable future investment.
Flight Centre’s global procurement business, Global Product Network, which is responsible for the global contracting of its leisure suppliers, is not a part of this restructure.
Greg Parker, Flight Centre’s executive general manager of Australian supply and product said the company saw a clear need to right-size its product support business during the current subdued trading climate to deliver a more effective rebound.
“Due to the impact that COVID-19 has had on our business and on the industry overall, there’s been a clear need to reimagine our future operating models,” Parker said.
“If all we do is reduce our costs and bring back a smaller version of ourselves, we are clearly not positioning ourselves for long term sustainable growth.
“In the product space, we must make decisions now that will allow us to focus on delivering a stronger future business model for customers.
“Obviously, this will be incredibly tough on our people, especially those directly impacted. However, we must ensure our business is positioned correctly for the future.”
These changes will provide Flight Centre with a sustainable, leaner base for Product Support now and into the future, ultimately resulting in a better customer experience which is the company’s critical end-goal.