REDEFINING THE END-TO-END PASSENGER EXPERIENCE AND BUSINESS PERFORMANCE
Manchester Airport has opened a new bar and brasserie in its Terminal 2 departure lounge, which is described as “fresh and modern, but also relaxed and comfortable”, with a strong focus on regional produce.
In this article, we share key highlights from the recent meeting of the FTE World Airport Retailing Working Group, featuring insights from Vantage Airport Group, LHR, DOH, Avolta, and Kinetic Consultancy.
Schiphol is redeveloping Lounge 2 for passengers mainly flying to destinations outside Europe. The catering and retail area is getting a new layout, with the passenger experience at the heart of the project.
The Port Authority of New York and New Jersey, The New Terminal One and URW Airports have launched the commercial programme for the $9.5 billion terminal scheduled to open at JFK Airport in 2026.
Perth Airport is opening a new Little Creatures Bar & Café in Terminal 1 International, enhancing the customer experience with expanded F&B options for passengers. Little Creatures also operates from T3.
Liverpool John Lennon Airport and SSP have announced an extension of their partnership until at least 2036. A £9 million investment will completely transform the food and beverage offer at the airport.
Tampere-Pirkkala Airport has upgraded its food & beverage offer with new cafés and restaurants in the departure hall and gate area after security, as it “systematically develops the customer experience”.
Dublin Airport has partnered with iCoupon to enhance the passenger journey through its innovative promotions product. This will foster “unprecedented collaboration between airlines, retailers and airport”.
Perth Airport has opened the Otherside Brew Lounge in Terminal 2, in partnership with Otherside Brewing Co and Delaware North. It aims to offer “a unique pre-flight venue with a dynamic personality”.
Jewel Changi Airport has unveiled a new retail cluster designed as a hub for discovering Singapore brands. Changi Airport Group is a Headline Partner of FTE APEX Asia Expo (Singapore, 19-20 November 2024).
Sydney Airport has opened Australia’s first domestic airport terminal department store concept in T2 and T3, in collaboration with Heinemann, “to create a world-class passenger experience for travellers”.
British Airways Executive Club Members spending in World Duty Free shops at London Heathrow can now collect Avios on their purchases, as part of efforts to “make a difference to customers’ travels”.
Zurich Airport has launched the first phase of its comprehensive e-commerce transformation, known as ZRH Comfort, in collaboration with Omnevo. The aim is to revolutionise CX with cutting-edge technology.
Los Angeles World Airports has partnered with Airport Dimensions, Servy, and Unibail-Rodamco-Westfield to bring a new level personalisation to digital retail and F&B ordering at Los Angeles International Airport.
London Luton Airport has announced a £30 million investment to enhance the passenger experience. This includes a new £8 million flagship restaurant, as well as a £20 million refurbishment of the security hall.
Swedavia is to open 10 new F&B outlets at Stockholm Arlanda, Luleå and Malmö airports, in partnership with SSP Group. The focus is on enhancing CX with “innovative concepts” and “truly local experiences”.
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