How Global Blue Modernized Traveler Refunds with Real-Time Tech and Seamless UX 

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How Global Blue Modernized Traveler Refunds with Real-Time Tech and Seamless UX 

"The redevelopment of the REX2 platform was a crucial step in improving the traveler experience at our refund points. Before this project, fragmented processes were imapcting the service for our international customers. By modernizing the platform with real-time processing, an intuitive front-end, and scalable infrastructure, we achieved significant improvements in speed, reliability, and usability.  

The new solution not only reduced traveler wait times but also allowed us to be even more efficient, even during peak periods. The collaboration was seamless, with Sonrisa working alongside our teams to integrate new technologies while maintaining system stability and security. This project has strengthened our position in the market and created a future-ready foundation for further innovation in travel services.", Global Blue team.

 

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Headquartered in Nyon, Switzerland, Global Blue is a world leader in tourism shopping tax refund services. Operating in 52 countries, the company provides VAT/GST refund solutions, dynamic currency conversion, and customer intelligence products, enhancing the shopping experience for international travelers while supporting merchants and governments with seamless refund processes. 

 

 

The Challenge 

Global Blue needed to improve the overall traveler experience at refund points. Principal constraints included long processing times, fragmented workflows, and difficulty maintaining high service quality during peak periods. To remain competitive, the company sought a more efficient, scalable, and traveler-friendly system that would streamline operations without compromising usability or service standards. 

 

The Solution 

To address these challenges, Sonrisa worked closely with Global Blue to enhance the REX2 platform, focusing on performance, user experience, and real-time responsiveness. The project included: 

• Designing a modern, intuitive front-end to improve traveler-facing interactions 
• Introducing automated workflows to reduce manual processing 
• Implementing real-time refund processing to minimize wait times 
• Enabling advanced reporting and analytics for better performance tracking 
• Ensuring scalability and responsiveness during high-traffic periods 
• Together, these enhancements significantly elevated both operational efficiency and customer satisfaction at refund points. 

 

 

 

Implementation Highlights 

The solution was built using a modern tech stack and a modular, scalable approach. Key implementation strategies included: 

• Development of a Backend-for-Frontend (BFF) layer to bridge the front-end and multiple microservices 
• Use of Angular and NGRX for the front-end, ensuring robust state management and high responsiveness 
• Real-time communication via WebSocket for external device interactions 
• Integration of Spring Cloud Gateway as an API layer across services 
• Migration from custom OIDC authentication to Azure AD with MSAL for enhanced security 
• Continuous collaboration with Global Blue's internal teams for fast iteration and feedback-driven development 

 

 

Key Features and Processes 

• System Architecture: Development of a BFF service connecting front-end with distributed microservices 
• UI/UX Enhancements: Improved front-end built with Angular and NGRX for seamless traveler interactions 
• Device Integration: Real-time communication with kiosks and refund terminals via WebSocket 
• Authentication Upgrade: Migration to Azure Active Directory and MSAL for secure login and user management 
• Infrastructure: Cloud-native setup using Kubernetes, Spring Boot, Java, and Azure SQL Server 
• Deployment & CI/CD: Jenkins pipelines and containerized services for efficient delivery 
• API Gateway: Centralized access point using Spring Cloud Gateway for consistent service routing 

 

Overcoming Challenges 

• Integration with Complex IT Ecosystems: Ensured seamless compatibility with Global Blue's existing infrastructure 
• Rapidly Changing Business Priorities: Adapted swiftly through agile development and flexible scope management 
• Balancing UX with Functionality: Maintained ease of use while rolling out feature-rich capabilities 
• Real-Time Feedback Loops: Incorporated user feedback to refine UI/UX continuously 
• Performance Optimization: Improved speed and reliability of critical workflows 
• Security Enhancements: Migrated authentication systems while maintaining system integrity 

 

The Results

 

Measurable Outcomes 

• Faster processing times and reduced traveler wait times at refund points 
• Increased adoption of the REX2.0 platform over the older version 
• Smoother system scalability and improved platform reliability 

 

Business Impact 

• Significantly improved customer experience during tax refund processing 
• Strengthened Global Blue’s position in the competitive tax refund sector 
• Streamlined operations, allowing the team to serve more travelers with fewer delays 
• Enabled a future-ready infrastructure for further innovations and market expansion 

 

Client Benefits 

• Modernized refund system improving speed and user satisfaction 
• Scalable tech architecture enabling expansion and load handling 
• Long-term collaboration with Sonrisa supporting continuous innovation 

 

 

Conclusion 

The redevelopment of REX2 has transformed how Global Blue serves international travelers. Through real-time technologies, modern UX, and deep integration with backend systems, the new solution has improved operational speed, service quality, and scalability. The project highlights Sonrisa’s ability to deliver high-performance, user-centric platforms in collaboration with complex enterprises. 

With REX2, Global Blue now operates on a future-ready foundation that supports both short-term demands and long-term innovation in tourism tech. 

 

 

The Collaboration 

This project builds on a longstanding partnership between Sonrisa and Global Blue, which began with the original REX1.0. The close-knit collaboration allowed Sonrisa to work as an embedded team within Global Blue’s environment, sharing access, tools, and decision-making processes. 

The mutual trust and transparency across teams led to seamless integration, fast development cycles, and a shared focus on solving customer pain points. 

 

What’s Next? 

Sonrisa and Global Blue continue to expand the platform’s capabilities. The roadmap includes adding new features, improving cross-system data flows, and participating in upcoming initiatives. Our ongoing partnership will focus on evolving REX2 in alignment with emerging travel behaviors and regulatory shifts-ensuring Global Blue stays ahead in the ever-changing tourism tax refund landscape.