Services for airports.

Delivering world-class customer experiences at every touchpoint.

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Brand configuration & tender management.

Optimising every m2 of your retail space, and helping you select the right partners.

We work with our airport partners to optimise their retail operation. We start by looking closely and carefully at the space itself, and follow the process all the way through to the conclusion of successful commercial negotiations.

With every client, we follow the same three-step process:

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1. Site Optimisation

Long before we discuss brands, we focus with our
airport clients on optimising their use of available
space.
Even where no physical re-modelling is possible,
we can help to ensure that every square metre
helps to create the right passenger experience, and
consequently generates maximum return.

We can deliver:


• KPIs analysis, forecast, and opportunity modelling
• Unit sizing and layout strategy: action plans to optimise use of
available space
• Passenger flow optimisation: practical recommendations to optimise
experience and spend
• Category-mix and and positioning: detailed recommendations on
mix of offer types, unit allocation and relative locations

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2. Brand mix

Once the site itself has been optimised and the
catgeory mix defined, filling each unit with the right
brand is the next critical step.
Even successful global brands play differing
roles within different markets, and there is also
increasing desire from passengers to ‘discover’ new
niche brands which may be unique to the markets
they visit.
Getting the balance right is CRITICAL.

We can deliver:

• Detailed brand-mix recommendations
• Direct introductions to key players at target brands
• Full service tender management

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3. Tender management

Our decades of experience of negotiating travel retail bids – from both sides of the table – enables our clients to navigate the process smoothly and achieve optimal commercial outcomes.

We can deliver:

  • A complete end-to-end tender management service, from RFP drafting to final awards
  • 1:1 introductions to senior players at target 'wish list' brands
  • Negotiation of commercial terms on your behalf, to clearly agreed specifications
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Customer experience management.

It’s this simple: Customers who have great experiences spend more.

That’s why clients work with us to understand how they’re performing through the ASQ® Accreditation and Mystery Shopping surveys, and then to improve customer experience further with our Retail Academy training programme.

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ACI ASQ® Accreditation

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Strategic Mystery Shopping

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Retail Academy

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ACI ASQ®Accreditation.

The ASQ® is a multi-level accreditation developed by ACI to assess the level of maturity of an airport’s customer experience management. We are fully certified to administer this programme for airports.

Enhance customer experience maximise airport brand recognition increase customer satisfaction.

Maximise airport performance (revenue, efficiency) identify customer insights & positioning foster customer-centric culture in airport community.

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Strategic Mystery Shopping.

Our multicultural team of mystery shoppers play a vital role in helping brands and airports alike understand the reality of the customer experience they deliver.

They deliver clear unbiased feedback, and cultural insights on the management of key high-spending demographics, which can help you directly drive the performance of your team.

Our mystery shopping reports cover a number of different areas, including:

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The Cultural Difference

Cultural approach to key high-spending demographics

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Dwell time analysis

Dwell time based on flight schedules and connections

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Precise performance feedback

Pinpointing areas for improvement when dealing with the specific needs and desires of travellers from key high-spending geographies

All of our mystery shopping reporting is directly available to our clients via our online portal.

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Retail Academy.

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Our Retail academy is designed to help you improve the performance of every member of your team, tailored and targeted to make a real difference to their performance.

The cultural difference:
Our Retail Academy is completely unique in Travel Retail by providing staff with a deeper understanding of the needs of different nationalities, and the necessary tools to meet the needs of key high-spending demographics.

Three tier staff certification:
Only after attaining our certification at each level is access to the next level possible. Our certifications enhance your team’s professional profiles, skills and levels of confidence.

While every programme is bespoke to the needs of the client, a typical 12-month programme will usually include:

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Quarterly Classroom Teaching

Our Retail Academy is completely unique in Travel Retail by providing staff with a deeper understanding of the needs of different nationalities, and the necessary tools to meet the needs of key high-spending demographics.

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Quarterly on-site shadow, feedback & coaching

We provide precise analysis of real customer dwell-time behaviours, based on a variety of different types, schedules and connection durations.

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Ongoing staff engagement via our Academy mobile app

Detailed feedback, filtered by shopper and journey-type, enable us to accurately pinpoint areas for improvement when dealing with the specific needs and desires of travellers, especially those from key high-spending geographies.

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Return on experience.

Customers who have great experiences spend more.

That’s why clients work with us to understand how they’re performing through the ASQ® Accreditation and Mystery Shopping surveys, and then to improve further with our Retail Academy training programme.

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