With GLOBE, Thomas Cook pursued an ambitious vision: to create an entirely new booking platform that would pave the way for the future while sustainably reducing the cost and complexity of its core business processes. At its heart, the initiative was about enabling customers to reach their travel destination more quickly and easily by establishing a scalable system and process landscape that could be deployed internationally. Dynamic Packaging and Dynamic Pricing were the key concepts shaping this future.
The starting point was highly complex. Around 200 employees worked across 14 project teams in seven countries toward a shared objective. Different national requirements, diverse priorities among the country organizations, and varying perspectives from business functions across more than 40 core processes made it clear that this was about far more than technology. It required the structured alignment of an entire international organization.
The project focused on defining and consolidating the business requirements for a future-ready booking platform. Particular emphasis was placed on the core travel business processes and on creating a seamless customer experience throughout the booking journey. At the same time, existing complexity was systematically reduced. Country-specific exceptions were challenged and, wherever possible, replaced by standardized processes.
The result was a booking platform that integrated international requirements, simplified operations, and enabled the organization to work more efficiently while becoming increasingly customer-centric. For example, five country-specific processes were consolidated into a single standardized process, delivering measurable improvements in cost efficiency, transparency, and operational governance.
GLOBE is a strong example of a change-resilient solution: innovative, economically sustainable, and designed to fit both the organization and its people. By balancing budget considerations, user needs, and strategic objectives, the project achieved broad acceptance and established a solid foundation for the company’s continued international growth and future development.
