On June 7th, 2020 Flight Centre announced important internal changes to speed up its refund process and apologised for the delays experienced by customers.

In order to significantly reduce the time to process the final repayment of refunds to customers, once funds had been returned by travel suppliers, the company stood up additional people able to make these final repayment steps. Flight Centre now has 1,700 consultants who are actively involved in this customer process.

The new process has enabled around 2,000 final repayments to be made per day and as a next step, we hope to be able to refund bookings in part as money is returned by each individual supplier.