CASE STUDY
Effortless group travel for a milestone celebration
Client challenge
Our client was celebrating a major milestone anniversary and needed a large-scale travel and logistics solution. When we say large-scale, we mean flying 5,000+ delegates from across Australia and New Zealand to Sydney, securing accommodation and transfers, and managing the event registrations. The catch? It had to be pulled off in just three months.
Our approach
With a tight timeline and extensive logistical requirements, we put our heads together and executed a 10/10 travel management plan that gave every attendee the same flawless experience.
Event tech & communication
The team got down to business, packing travel kits for each guest. Bag tags, hotel instructions, the works, it was truly a mammoth effort! To make life easier for travellers, a dedicated event app was also developed, which 97% of attendees downloaded. The app provided attendees with personalised flight details, hotel info, event schedules, and a social wall to posts photos and messages. The app also allowed the event team to send out push notifications as needed.
Air travel management
Managing air travel for such a large number of guests sounds like a lot. But we love it, and we live for it. The group travel team booked over 5,100 domestic flights across Australia and 595 flights from New Zealand, ensuring everyone made it to Sydney on time.
As with all things travel—expect the unexpected. Wild weather grounded 192 guests' return flight to New Zealand. No worries, though. The team jumped into action, arranging emergency accommodation and rebooking flights, so everyone arrived home with minimal fuss. Then came a last-minute flight schedule change for 110 Adelaide travellers. Alternative flights had to be quickly secured, keeping everyone on track and arriving on time for the big event.
Throughout the event, our dedicated Flight Manager, Brad, was on the ground to troubleshoot last-minute travel changes and assist attendees as needed.
This event was an incredible experience and a fantastic challenge to be part of. With so many moving parts, being on the ground was exciting and truly pushed me to find the best solutions for our guests during flight disruptions.
The team worked together seamlessly, and I am incredibly proud of what we accomplished. Every element was carefully handled, and the exceptional attention to detail ensured everything went off without a hitch.
- Brad Sexberg, Event Travel Manager, FCM Meetings & Events
Transfers & ground transport
Every delegate had a trouble-free journey with 364 coach transfers organised by the team. Recognising the number of people coming in at once and the potential for confusion (we're looking at you, Sydney Airport), we stationed a uniformed crew to greet, guide, and answer questions. Bright shirts, hats, and directional paddles—they were ready to usher attendees to their designated transport and keep the vibes high. For self-driving attendees, we arranged 120 parking spaces across the various hotels.
Accommodation Management
Locking in accommodation for 5,000+ guests? Easy… sort of. The team secured rooms across 39 Sydney hotels, and 14 airport hotels in other cities, booking a staggering 4,811 room nights. To make life easier for attendees arriving late in the day, we distributed 928 dinner vouchers and meal boxes, along with 683 breakfast boxes for guests staying in hotels that did not offer breakfast early enough to accommodate morning departures. For a little extra touch, we also stationed a ‘hotel captain’ at every location. They managed check-ins and outs, coordinated coach transfers, and addressed guest concerns or special requests.
Event Registration & Check-in
Event check-in but make it speedy. We set up 27 self-serve Sprintr kiosks so guests could breeze through registration independently. Our team was on hand to help, but most had it sorted. And because no one likes standing in a queue, we made the lines worth it, filtering guests through dedicated ‘lanes’ where each attendee scored event-branded gifts. 4,489 name badges were handed out, and 97% of registered attendees were present and ready to celebrate.
Result
The success of the event was reflected in overwhelmingly positive feedback from attendees. 89% of guests rated the overall experience as ‘above average’ or ‘excellent,’ showcasing the value of meticulous planning and execution. For many, this was their first time flying or leaving their regional city, so we stepped up the TLC factor. Having our team easily recognisable in brightly coloured uniforms at the airport, hotels, and coach transfer points helped to alleviate stress and provide a straightforward first-time travel experience:
It was well executed, having a dedicated team assisting from when we got off the plane to checking back on to the plane. It built an awesome travel experience, especially for those who had never travelled before.
It was a great team, who helped and communicated to you on where to go - being in bright shirts helped us identify staff to look out for.
- Attendee feedback
- Attendee feedback
Conclusion
Through our extensive planning, quick problem-solving, and hands-on support, FCM Meetings & Events turned a huge logistical challenge into a smooth, hassle-free experience—easily juggling thousands of flights and hotel rooms.
Our client raved about our planning, our people, and just how easy we made it all look.
I couldn’t fault a single thing. The FCM Meetings & Events team were everywhere, and so approachable and friendly…the transfers were very smooth…the accommodation – WOW, that was impressive…. Just an overall amazing experience – thank you!