Heathrow Airport brings WHSmith and RELAY together in retail overhaul to improve passenger experience

Credit: London Heathrow Airport

London Heathrow Airport (LHR) has announced new long-term agreements with WHSmith and Lagardère Travel Retail to modernise its travel essentials offering and improve the passenger experience across all terminals. The move follows a strategic review and passenger feedback, leading to the launch of a new blended essentials strategy.

This strategy aims to offer key categories such as news, books, health and beauty, all under one roof. It will see WHSmith expand significantly at Heathrow and Lagardère’s RELAY brand debut in the UK.

Lagardère Travel Retail has been awarded the Blended Travel Essentials concession in Terminal 2, marking the UK launch of RELAY, a global travel essentials brand with presence in over 300 airports. The agreement includes four RELAY stores totalling 1,360m², offering a mix of books, souvenirs, toys, food, and drink to go, and a pharmacy in the upper-level departures store. A landside store will also open in the Terminal 2 check-in hall.

WHSmith will operate travel essentials stores in Terminals 3, 4, and 5, as well as becoming the main airside health and beauty provider in Terminals 3 and 4. It will also offer pharmacy services in Terminals 3, 4 and 5. The brand will launch three global flagship stores in its one-stop-shop format, which includes its Smith’s Family Kitchen food range, extensive coffee and bakery options, and major health and beauty brands tailored for travellers. Once the roll-out is complete, WHSmith will operate over 20 stores across Heathrow.

Andrew Harrison, CEO of WHSmith UK Travel, said: “This agreement is the latest step in the successful long-term partnership between two major British businesses at the forefront of travel retail, Heathrow and WHSmith. Our innovative one-stop-shop format is a proven model, and we are delighted to be taking a significant step forward in our Health & Beauty and pharmacy proposition across Heathrow.”

Peter Newbould, CEO of Lagardère Travel Retail UK & Ireland, added: “Heathrow is among the very best airports in the world for its commercial mix and customer service, and we are absolutely thrilled to have the opportunity to bring RELAY to The Queen’s Terminal.”

Fraser Brown, Retail Director at Heathrow, said: “Our passengers are at the heart of everything we do, and we are excited to launch our new blended essentials approach.”

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