Flight Centre Queen Street

To become the world’s most exciting and profitable travel retailer, personally delivering amazing experiences to our people, our customers and our partners’.

Our Purpose

‘To open up the world for those who want to see’.

Our Values

1. OUR PEOPLE

Our company is our people. We care for our colleagues’ health and wellbeing, their personal and professional development and their financial security. We believe that work should be challenging and fun for everyone and through work we contribute to our community.

2. OUR CUSTOMER

We recognise that our customers always have a choice. We care about personally delivering amazing travel experiences. This is provided with honesty, integrity and a great attitude. It is the key to our company’s success. The key measure of whether we really are personally providing our customers with an amazing experience, an amazing product and a very caring service is they will return again and again.

3. BRIGHTNESS OF FUTURE

We believe our people have the right to belong to a Team (family), a Village, an Area (tribe) and Nation (hierarchy) that will provide them with an exciting future and a supportive working community. They also have the right to see a clear pathway to achieving their career goals. Promotion and transfers from within will always be our first choice.

4. TAKING RESPONSIBILITY

We take full responsibility for our own successes or failures. We do not externalise. We accept that we have total ownership and responsibility, but not always control. As a company we recognise and celebrate our individual and collective successes.

5. EGALITARIANISM AND UNITY

In our company, we believe that each individual should have equal privileges and rights. In all our countries and all our businesses there should be no ‘them and us’.

Our Business Model

1. OWNERSHIP

We believe each individual in our company should have the opportunity to share in the company’s success through outcome-based incentives, profit share, BOS (franchises) and Employee and Leadership Share Schemes. It is important that business leaders and business team members see the business they run as their business.

2. INCENTIVES
Incentives are based on measurable and reliable outcome-based KPIs. We believe that ‘what gets rewarded, gets done’. A reward for producing the needed outcome. If the right outcomes are rewarded, our company and our people will prosper.

3. OUR STANDARD SYSTEMS – ONE BEST WAY
In our business there is always ‘one best way’ to operate. These are standard systems employed universally until a better way is shown. This improved way becomes the ‘one best way system’. We value common sense over conventional wisdom.

4. FAMILY, VILLAGE, TRIBE
Our structure is simple, lean, flat and transparent, with accessible leaders. Our business Model is being one of the worlds best and biggest small business operators. There is a maximum of 4 and sometimes 5 layers. The village is an unfunded, self-help support group that forms an integral part of our structure.

Family (Teams – min 3, max 7 members) Villages (min 3, max 7 Teams).
Tribe (Areas – min 10, max 20 Teams).
Nations/Brands (min 8, max 15 Areas).
Regions/States/Countries.
Board and senior leadership team.
5. PROFIT
A fair margin resulting in a business profit is the key measure of whether we really are providing our customers with an amazing experience, an amazing product and a very caring service – an experience they genuinely value and will pay us for.

Reviews

“While staff can secure great deals and are friendly, somehow either there was a lack of attention to details or carelessness, twice we’ve had to contact the airline we booked with to either confirm or rectify a few details. Not too pleased with the extra work and time involved, which is one of the reason that we chose to book with a travel agent – to avoid hassles.”

“Planning a family trip, we dropped into Flight Centre Hawthorn on a weekend. Mahren scored us a great deal on the flights as well as tickets plus overnight stays in a Disney hotel. She gave us several options on the essentials, timely reminder, patient and cheerful all the way. Thank you so much!”

“In January, I booked an impromptu trip over to Auckland, New Zealand. It was a bit last minute so I was a little stressed about getting it all together. Elise was incredibly helpful, professional and made the whole thing completely pain free. I was really impressed with the flights and accommodation she put together too. I had a picturesque panoramic views of the city which at night looked incredible (especially The Sky Tower) so when I was asked to go to The UK for work in March, I didn’t hesitate to book with Elise again. She ended up spending quite a bit of time (which I am very thankful for) putting together my trip. After finishing my work in England – I then went to Scotland (beautiful, I fell in love with Glasgow/Stirling Castle), The Netherlands (Amsterdam is a must do/see), Spain (so much delicious food! and sangria) Italy (Venice was breathtaking, I also got to fulfil a lifelong dream of going on a gondola ride) and flying home with a couple of days in Dubai (which was surreal, and amazing) I’m sure I’ll be travelling more in the future and I have no hesitation going back to Elise or recommending her to any of my friends and family. Thanks Elise!! Also – The dune safari you organised for us in Dubai was amazing/100% worth it!”

“First time using the Hawthorn Flight Centre’s service. Calling for a flight quote and Ryan was very friendly and professional. Suggested and gave the best prices and recommendations on a number of flights. He was fast in replying emails, giving efficient solutions, with patience. Highly recommended.”

“I walked into Flight Centre Hawthorn on my lunch break the other day to organize a getaway for me and the wife for a 3 week trip to the states/Canada our anniversary. Elise really took the time to put together a great itinerary. We were impressed with the little details (from cruises in San Fran to burgers recommendations in NYC) Elise had the whole thing under control and we can not wait to experience it all, would highly recommend”