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{{Short description|Multinational retail travel agency}}{{Use dmy dates|date=November 2020}}{{Use Australian English|date=July 2011}}

factoids

| industry = Travel| foundation = 1982| location = Brisbane, Queensland, AustraliaWORK=FLIGHT CENTRE, | services = Travel agencyWEBSITE=WWW.COURIERMAIL.COM.AU, | divisions =| subsid = 99 BikesDiscovaStudentUniverseFCM Travel SolutionsLiberty TravelAunt BettyFlight Centre Exclusivesweblink}} (corporate) PUBLISHER=FLIGHT CENTRE ARCHIVE-DATE=11 APRIL 2023 URL-STATUS=DEAD, }}File:Flight Centre, Christchurch, New Zealand.JPG|thumb|right|200px|Flight Centre store in ChristchurchChristchurchFlight Centre Travel Group (FCTG) is an Australian travel agency. It was founded in 1982, and is headquartered in Brisbane, Australia.FCTG operates under multiple names in Australia, New Zealand, United States, Canada, United Kingdom, South Africa, India, China mainland, Hong Kong (China), Singapore, United Arab Emirates, and Mexico, and licenses its name in a further 80 countries. In the United States, the company operates under the Liberty Travel and Travel Associates retail brands and GOGO Worldwide Vacations as a wholesale brand. It also operates StudentUniverse, FCM Travel Solutions, Corporate Traveler, ciEvents, Campus Travel, Stage & Screen, and Healthwise.

History

The company was co-founded by Graham Turner and Geoff Harris in 1982 and began with a store in Sydney. Flight Centre South Africa opened its first retail store in Eastgate, Bedfordview, Johannesburg on 17 Dec 1994. In 1995, Flight Centre UK and Flight Centre Canada opened.André Sammartino (2007), 'Retail', in Dick, H. & Merrett, D. (eds.), The Internationalisation Strategies of Small-Country Firms: The Australian Experience of Globalisation, Edward Elgar: Cheltenham, UK, pp.175–194.In December 2015, the company acquired StudentUniverse,PRESS RELEASE,weblink StudentUniverse Acquired By Flight Centre Travel Group, Business Wire, 21 December 2015, the world's largest student and youth travel agency, and a 70% stake in BYOjet.NEWS,weblink Flight Centre buys BYOjet.com, News.com.au, 21 December 2015, Additionally, in 2016, the company began online travel brand Aunt Betty.WEB,weblink Flight Centre would like to introduce you to Aunt Betty {{!, SMH |website=www.smh.com.au|date=26 January 2016 |access-date=2019-08-05}} Together, BYOJet and Aunt Betty operate as "low cost" Australian online travel agents, providing flights and other services at lower prices than Flight Centre's retail locations.In New Zealand, Flight Centre operates a number of brands including Cruiseabout, Student Flights, Travel Associates, FCM Travel Solutions, Corporate Traveller, Travel Money NZ, Travel Managers Group and Executive Travel Group.WEB, Brands,weblink 2024-03-26, www.fctgl.com, Flight Centre was severely impacted by the COVID-19 pandemic, which saw a 80% decline in the company's share price (or about 85% from the August 2018 peak),WEB,weblink Flight Centre Travel Group Limited Share Price & Information - ASX, ASX, 2020-05-02, cancellation of a previously announced dividend,WEB,weblink Flight Centre Travel Group Cancels Interim Dividend, ASX, 2020-05-02, and a suspension in trading of shares from 23 March 2020 to 7 April 2020.WEB,weblink Flight Centre Travel Group Limited (ASX: FLT) - Suspension from Official Quotation, ASX, 2020-05-02, WEB,weblink Flight Centre Travel Group Limited (ASX: FLT) - Reinstatement to Official Quotation, ASX, 2020-05-02, In early 2020, Flight Centre announced that 6,000 staff would be made redundant or placed on unpaid leave globally, due to the effects of international travel restrictions in the pandemic.NEWS,weblink Flight Centre to stand down thousands of workers due to coronavirus, ABC News, 25 March 2020, 2020-05-01, This included 3,800 staff in Australia. The New Zealand branch of the company made 250 employees redundant and temporarily closed 33 branches, out of a total of 1200 employees and 140 outlets around New Zealand.WEB,weblink Flight Centre lays off staff as coronavirus bites, Stuff, 22 March 2020, en, 2020-04-12, In June 2020, Flight Centre announced the redundancy of a further 1500 staff.WEB,weblink Flight Centre employees face a further 1,500 redundancies, 23 June 2020, In October 2020, the company announced the closure of a further 91 stores, with several hundred further redundancies.WEB,weblink Flight Centre boss axes 91 stores, urges Australia to re-open borders, 1 October 2020, www.abc.net.au, In response to the Covid-19 pandemic, Flight Centre carried out an emergency rescue equity raising in April 2020 of $700 million at a price of $7.20 per share, or approximately 90% less than its August 2018 peak.WEB,weblink Flight Centre kicks off pitch for $500m rescue raising, Australian Financial Review, 3 April 2020, WEB,weblink Why Flight Centre needed to raise capital – and fast, Livewire Markets, 20 April 2020, In June 2020 it sought a further debt facility from the Bank of England under emergency COVID-19 schemes.WEB,weblink ASX, Flight Centre Travel Group to take up additional funding,

Controversy

In 2016, Flight Centre UK was featured on Channel 4's Dispatches in an episode called 'The Truth About Cheap Flights'. Dispatches found alleged examples of undisclosed flight mark-ups, discriminatory pricing against elderly customers, not offering refunds for refundable flights, and seat-blocking.WEB, The Truth About Cheap Flights: Channel 4 Dispatches {{!, Channel 4|url=https://www.channel4.com/press/news/truth-about-cheap-flights-channel-4-dispatches|website=www.channel4.com|access-date=2020-05-13}}WEB, Major travel agent Flight Centre accused of cheating customers,weblink Hope, Hannah, 2016-04-24, mirror, 2020-05-13, In 2017, Flight Centre was criticised for advertising that it would price match competitors and then insisting on charging a $49 fee when customers attempted to claim a price match.WEB,weblink 'I was given no choice to opt out', 1 August 2017, News.com.au, In 2018, Flight Centre was criticised for price gouging after former staff reported that the company trained employees to deliberately overcharge customers to generate profit for the company.WEB,weblink Flight Centre accused of 'ripping off' customers, underpaying staff in 'cult' workplace, 21 August 2018, www.abc.net.au, WEB,weblink Flight Centre accused of gouging customers, 22 August 2018, News.com.au, It was also reported that the base salary of travel consultants was below minimum wage, and staff relied on generating profit through practices such as these in order to earn commissions. The company was the subject of an investigation by The 7.30 Report.WEB,weblink Flight centre accused of 'ripping off' customers and underpaying staff, 22 August 2018, www.abc.net.au, In response to the investigation, more than 200 staff contacted the ABC to report widespread bullying, harassment, drug use and a cult-like atmosphere at Flight Centre.WEB,weblink Bullying, drug use, harassment allegations flood in from former Flight Centre staff, 22 August 2018, www.abc.net.au, Also in 2018, Stuff.co.nz published copies of posters in Flight Centre offices which reminded female staff selected for the annual "global" staff party to pack condoms and painkillers.WEB,weblink Flight Centre's mural for women: Carry condoms and become 'Naughtywise' ambassadors, 18 July 2018, Stuff, During the COVID-19 pandemic, Flight Centre was criticised for withholding substantial amounts from refunds to customer when suppliers failed to provide travel services, claiming "cancellation fees". Flight Centre later changed course to avoid court actionWEB,weblink Flight Centre drops cancellation fees, Darren, Cartwright, 3 May 2020, The Standard, following warnings from the Australian Competition & Consumer CommissionWEB,weblink Flight Centre to refund cancellation fees, Australian Competition & Consumer Commission, 3 May 2020, 2020-05-09, and consumersNEWS,weblink Flight Centre stops charging cancellation fees for trips affected by coronavirus after pressure from ACCC, ABC News, 2 May 2020, 2020-05-02, WEB,weblink Flight Centre customers plan legal action, Sydney Morning Herald, 23 April 2020, 2020-05-02, that the practice was illegal. Despite this, customers waited months to receive refunds.WEB,weblink 'It can take a wee while': Man waits more than two months for Flight Centre refund, 1 June 2020, www.abc.net.au, The company faced further controversy when it was reported that customers who booked directly, rather than through Flight Centre, received refunds more quickly and without deductions,WEB,weblink It's worth booking travel direct: a lesson from the Covid crisis, 15 September 2020, The Guardian, and that one in three customers still had not received refunds six months later.WEB,weblink Flight Centre warns of more job losses to come, 16 September 2020, Australian Financial Review, In December 2020, Flight Centre faced court for allegedly underpaying staff.WEB,weblink Flight Centre in court for alleged underpayment of staff through 'dubious' pay system, 14 December 2020, ABC News,

References

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External links

{{commons category-inline|Flight Centre}}

• {{Official websiteweblink}}

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