Our company is our people. We care for our health and well being, our personal and professional development and our financial security.
1. Our People
Our company is our people. We care for our health and well being, our personal and professional development and ourfinancial security.
2. The Customer is Paramount
We recognise our customers (inside and outside the company) always have a choice. By understanding and exceeding their expectations we will experience ongoing customer loyalty. All customer and company dealings (inside and outside) are done with honesty and integrity.
3. Profit
Profit is the best measure of our success. We believe that the only measure as to whether we are offering something of value to our community is medium and long term individual, team, and company profitability.
4. Ownership
We believe that each individual has the opportunity to own part of their success. This happens through profit share or our Business Ownership Scheme (BOS), and ownership means we see the business that we own part of, and work in, as our business - not just Flight Centre Limited's business. In all ownership areas (particularly BOS) we have global consistency. We all have the opportunity to own a share of the company by acquiring shares and participating in Option Plans.
5. Incentives
We believe that "What gets rewarded gets done". Incentives are only based on quantitative outcomes, particularly profit, profit increase, turnover increase, staff retention, numbers of staff developed (leaders) and net income. They are never calculated on qualitative outcomes, nor on subjective performance appraisals. We recognise and celebrate our individual and collective success.
6. "Brightness of Future"
We believe our people have the right to belong to a Team, Area and Nation that provides an exciting "Brightness of Future". Our people need to see a clear pathway to achieving their hopes, aspirations and dreams. Flight Centre is the vehicle for this journey.
7. Standard Systems - One Best Way
In our businesses there is a best way and everybody operates that way. However, by welcoming change, by valuing common sense over conventional wisdom, and through commitment to continuous improvement, we will change to a clearly superior way if it is demonstrated and proven. We encourage open communication and sharing of power, so that as individuals we can make a difference.
8. Our Structure
Our structure is simple, lean and flat. There is a maximum of 4 to 5 layers:

• Business teams (Min 3 Max 7 Members)
• Area Leadership (Min 7 Max 25 Teams)
• National Leadership (Min 3 Max 10 Areas)
• Regional Leadership (Min 4 Max 10 Nations)
• Global SWOT/Board

Our structure is based on Families (Teams), Villages (4-5 geographical teams that work supporting each other) and Tribes (Areas). All disciplines are set up as corporatised businesses or profit centres with essentially the same structure as above.
9. Taking Responsibility
We take responsibility for our own success or failure. We do not externalise, rather if we have success or problems we "look within" for the reasons. We accept we have total ownership and responsibility but not always total control. It is our own choice whether or not we turn the pressure of work into stress.
10. Egalitarianism and Unity in the Workplace
In our company we believe that every individual should have equal privileges. We will never have separate offices, receptionists or secretaries. Promotion from within will always be our first choice. We believe that work should be challenging and fun for everyone. Within our company there is no "them and us". We are all going forward together.