Last month, the Call Centre Management Association (CCMA) published its Contact Centre Colleague...
Organisational Velocity in Action – Building Speed, Connection, and Confidence at Flight Centre
2 minute read
Organisational Velocity in Action – Building Speed, Connection, and Confidence at Flight Centre
3:25
Insights From Kaz Hassan, Community & Market Insights at Unily and Rachael Knowles, Head of Internal Communications at Flight Centre Travel Group.
If you’re curious about what truly agile internal communications looks like in a global business, you’ll want to catch this conversation from the Internal Communications stage at the Employee Engagement Summit. The session brought together Kaz Hassan, Community & Market Insights at Unily and Rachael Knowles, Head of Internal Communications at Flight Centre, who shared how their teams are redefining internal comms to keep pace with one of the fastest-moving industries on earth.Rachael’s story is a powerful one. Starting her career as a frontline travel consultant, she’s now leading global comms for one of the world’s largest travel providers – and she brings that frontline perspective into everything she does. As she explained, agility isn’t just a concept at Flight Centre; it’s a daily necessity. From shifting travel regulations to global events, the ability to act fast and communicate clearly is the difference between chaos and calm.
Kaz and Rachael explored how Pilot, Flight Centre’s dynamic intranet powered by Unily, has become the beating heart of that agility. Designed to move at the speed of travel, Pilot connects employees across continents with real-time updates, knowledge, and community. A standout example came during a Heathrow airport closure, when Pilot’s “air hub” automatically updated with critical information – allowing consultants to respond instantly to customers without the usual bottlenecks. That’s organisational velocity in action.
But Pilot isn’t just about rapid response; it’s also about connection and culture. Rachael described how the platform blends knowledge sharing with engagement – hosting podcasts, newsletters, and event bookings alongside discount offers and charity challenges. It’s a space that mirrors Flight Centre’s vibrant identity, tailored to each brand and region to keep content relevant and people engaged.
Continuous improvement is central to the platform’s success. The team recently refined search to surface the most-used information – like airline codes and fare rules – while aligning the design with Flight Centre’s sub-brands. Cross-functional collaboration plays a big part too, with HR and Learning & Development integrating tools and calendars directly into Pilot, creating one seamless digital destination.
Looking ahead, the integration of Workday promises even smarter targeting – getting the right message to the right people at the right time. For Rachael, that’s the next frontier in reducing noise and delivering meaningful communication that empowers every employee.
Kaz closed the session with a startling insight: Unily’s research shows it typically takes 4.5 days for critical information to reach frontline employees. Flight Centre’s story shows how that can be reduced to minutes when technology, culture, and collaboration work in sync.
Want to hear how they did it? Tune in to the full conversation on the Employee Engagement Summit Podcast – it’s a masterclass in how internal comms can supercharge organisational agility and engagement.
To register your interest for the 2026 Engage Employee Summit click here: https://www.engageemployee.com/engage-employee-summit-registration
