Airport retailing Understanding and attracting the future customer
Every airport, whatever its size, and wherever it is located has retail facilities. These may be large shopping malls or just a single shopfront. What do travellers expect and what turns a traveller into a buyer? How should the retail offer be adapted for passengers on "no frills" airlines?
"Retail strategies for airports: The viewpoint of an airport"
Colin Hargrave, UK Airports Retail Director, BAA plc
"Retail strategies for airports: The viewpoint of a global concessionaire"
Christian Strang, Director Business Development & Corporate Relations Asia Pacific, The Nuance Group Airport consumer research What do people really want?
Providing people with what they want necessitates finding out what they actually require or what they believe that they might need. Consumer research is far from infallible, but is an essential part of any service industry. How can you get actionable data from a consumer research programme? To what extent can the data be applied?
Doris Wong, Regional Client Director Asia Pacific, ACNielsen Research Striving for excellence Customer relationship management
Customer relationship management places customers and service as the main priority. What does this mean in practice? How can it help increase airport revenues?
Peter Osterhage, Director Business Development, Lufthansa Consulting Breaking the advertising mould Increasing levels of awareness
Airports offer captive markets for advertisers. What type of products and services are suitable for advertising in airports? How should airport advertising be designed for maximum effect? Whilst global companies favour airports as advertising locations, do they really understand the airport environment?
What makes airport advertising work?
Isabelle Schlumberger, Chief Executive Officer, JCDecaux Airports
Case study in airport advertising
Wolfgang Kratzenberg, President, Expresso Deutschland GmbH Retail contracts and tendering Examining key aspects of the traditional business model of airport-concessionaire relationships
Partnership agreements with concessionaires have been tried by a number of airports. What are the pitfalls to avoid? Many airport retailers have contracts that include a minimum guarantee clause. Already thin margins have reduced even further. What have airports done to aid their retail concessionaires? Tendering procedures should be carried out in an open manner. Is this in fact the case?
Moderator: Martin Moodie, Publisher, The Moodie Report
The win-win model as an airport sees it
Frank O'Connell, Director of Retail, Aer Rianta International
Syed Ahmad Salim, Chief Executive Officer, Malaysian Airports
The win-win model as a concessionaire sees it
Sunil Tuli, General Manager Merchandise & Operations, King Power Group
Mark Crowson, Business Development Director, International Currency Exchange
The win-win model as a product supplier sees it
Joel Lafon, Travel Retail Director Asia Pacific, Maxxium Designing terminals that bring a return on space Once mere transportation hubs, airports today sport shopping malls, entertainment areas, hotels and more. How are the world's newest and most successful terminals being designed to maximise a return on the space? What are the key factors in creating an ease of passenger flows and increasing penetration in retail outlets?
China: Ready for take off? China probably offers the largest potential aviation market in the world. What is happening there? What are the opportunities for airport concessionaires? China's outbound travel market now exceeds that of Japan. What are the specific needs and expectations of this emerging group and where and on what will they spend their disposable income?
"China spreads its wings"
Peter Harbison, Managing Director, Centre for Asia Pacific Aviation
"The Chinese traveller: Consumer expectations and spending levels"
Peter de Jong, President, Pacific Asia Travel Association
Airport food and beverage High-speed service and a high quality offer - the key to success
All the people at airports, whether they are travellers, staff or visitors are potential customers for the food and beverage outlets. With the reduction in airline on-board service and the expansion of no-frills carriers, many passengers now decide to visit a restaurant or purchase food and drink before boarding their flights. They usually have little time available. What are their needs? What differentiates airport bars and restaurants from other locations? In an era of global chains, how should local cultures be showcased? How should restaurants and bars be planned into the terminal design?
Lars Croné, VP Business Development, Select Service Partner Global The ideal airport commercial mix A round table debate
Concessionaires offer many products and services apart from luxury goods. Those travellers who are not interested in the displays of tax and duty free items or the logos of international brands will usually buy some reading material and make small purchases. They will also often change money. Do these concessionaires have less advantageous terms than do their competitors? How important are they in terms of the overall retail concept of an airport?
Hans Bakker, Commercial Director, Hong Kong Airport Authority
Colin Hargrave, UK Airports Retail Director, BAA
Robert McFadyen, Head of Retail, Sydney Airport
| 
