Travelport: regaining market position through organisational transformation

The Challenge

Travelport, based near London, connects travel providers like airlines and hotels with travel agencies. The company faced instability due to frequent ownership changes and a challenging market environment. The previous leadership’s cost-cutting measures had demoralised employees, resulting in poor engagement and siloed operations. With over 1 billion daily transactions and increasing customer demand for mobile-first transactions, the stakes were high for the company to adapt and thrive.

Travelport was struggling with low employee morale, ineffective communication, and a lack of cohesive culture. The company had gone through significant ownership changes, leading to job insecurity and a demotivated workforce. The loss of key customers further threatened Travelport’s market position. Additionally, the company’s hierarchical leadership style and siloed operations hindered its ability to respond to the rapidly evolving travel industry and customer demands.

The Approach

Travelport’s CEO initiated a cultural transformation by commissioning a thorough cultural survey and engaging employees at all levels in the process. The leadership team focused on dismantling old hierarchical structures and promoting transparency and engagement. New leadership emphasised frequent and clear communication, including regular town halls, video updates, and a new podcast. They also restructured the executive team, bringing in fresh talent and promoting internal leaders to boost morale and demonstrate commitment to merit-based advancement. This approach aimed to rebuild trust, enhance collaboration, and align the organisation around a unified vision.

The Impact

The cultural overhaul led to significant improvements in employee morale and engagement, with employees feeling more empowered and accountable. The new communication strategies fostered transparency and alignment across the organisation, breaking down silos and enhancing collaboration. These changes helped Travelport reverse its decline, achieving market share gains and better operational performance. The company’s renewed focus on strategic investment in technology, such as machine learning and AI, positioned it to better meet customer needs and compete effectively in the travel industry. The transformation underscored the importance of a strong, engaged culture in driving business success.