This study aims to analyze failures in internal communication and how they may be linked to organizational structure issues, such as ill-defined roles or unclear leadership, at the corporate travel company Promotional Travel. A qualitative, exploratory-descriptive approach was adopted through a case study involving semi-structured interviews with employees at various levels, direct observation of the organizational environment, and analysis of internal documents. The focus of the research is to identify potential measures to restructure communication channels and responsibilities in order to restore an efficient flow of information. Given the critical role of internal communication for operational efficiency and client satisfaction in service firms, this study is expected to contribute practical insights for improving internal processes at Promotional Travel and similar organizations.