INSIGHTS
A decade of travel magic with Tom at the wheel
Tom's career in the travel industry took off over a decade ago, fuelled by his passion for exploring the world.
Entering the Flight Centre Travel Group (FCTG) in the UK, then moving through the ranks and joining us in Australia a Team Leader with FCM. Tom's logged some serious km's with FCTG, honing his skills and leveraging his decade-long experience to deliver top-notch service at every turn.
Checking-in new clients with ease
As a team leader, Tom oversees a group of travel managers, ensuring they provide smooth and seamless travel solutions. His day involves onboarding new customers, supporting the team, and tackling any turbulence that comes their way.
" Onboarding new clients is a big part of my job. We want to make sure what we offer meets the customer's expectations and suits their needs. We work with a wide variety of clients across many industries, and they all require something unique. My job is to ensure we as a team can address that and still deliver great service no matter what."
No itinerary is too complex
From globe-trotting product sourcing teams to engineers visiting remote project sites, the team handles it all. They juggle vast travel needs, complex itineraries, and seek out cost-effective solutions like pros—no matter the destination. Their secret sauce? Flexibility, a knack for handling travel challenges head-on, and always finding a way.
"Our clients travel extensively, from major cities to remote regions. But it's the remote Australia that really tests our skills. Australia has some seriously remote locations, and sometimes, we have to get creative with accommodation and transport in these towns. But that's where the client needs to go, so we make it work, and we get it done."
Multi-city trip for 100+
Tom's team is famous for their dedication and cool calmness under pressure. Imagine organising travel for over 100 travellers from Australia to every corner of China and India, each with a unique itinerary. These travellers weren't just heading to one spot—they were crisscrossing up and down these two massive countries, visiting suppliers, and warehouses all over. The team managed flights, accommodation, and local transfers like seasoned pros, handling last-minute changes, and special requests without breaking a sweat.
Building trust, one trip at a time
Reflective of their +30 net promoter score (NPS) and 4.1/5 customer satisfaction score, building and maintaining client relationships is a top priority for this team. Acting as an extension of the client's business, Tom and his team offer expert advice and personalised service. Regular communication, owning up to mistakes, and proactive problem-solving are all part of the strategy.
"The best relationships are forged when things go wrong. We always take ownership and put our hands up when we make a mistake. Clients appreciate the strong ownership and leadership in those situations, and we go above and beyond to ensure their travel is not impacted.
I often say we work as an extension of our client's business. Clients come to us for travel solutions, and we deliver. Building those strong relationships and working with them at every step of the journey is not only for their sake but ours too. It means we can understand their needs and deliver the service they need."
The FCTG way shines through
At FCTG, small, supportive teams mean Tom and his crew know their clients inside out, facilitating a truly personalised service. This structure doesn't just benefit clients, it creates a positive work environment for the team.
"It's a really nice space to be part of. We don't have this massive group of workers sitting in one room like people sometimes think. The structure at FCTG really allows my team and I to know all our clients by name and get to know their needs. People think that because I am a leader, I am getting someone else to do the work, but no, it's me, on the other end of that email or phone call, taking the enquiry and actioning it. We are a team of five, and we get it done together."
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