Re-inventing airport non-aeronautical revenue generation post COVID-19
The travel industry has been decimated by COVID-19 and airports have become white elephants for many months. When the big resumption happens, recovery is anything but guaranteed. There will be a new breed of travellers, concerned about very different things from the past. They will be more concerned about safety than shopping. Physical distancing and hygiene considerations may negatively impact food and beverage retail and other traditional airport service propositions.
Clearly, the game will have changed, and not least because travellers will have become a lot more digitally empowered and savvy. There will be a ‘new normal’, and it should ideally be one that is better than the old one we’ve left behind.
What is the one big thing that airports need to do to enable this new normal to deliver better non-aeronautical revenues than before? How can airports reinvent their traditional siloed commercial and operational models, to implement one platform and deliver one experience to all travellers – anything, anytime and anywhere?
Using learnings and case studies from our experiences in designing, building and implementing similar transformational digital and transactional platforms for Frankfurt, Auckland and Heathrow, as AOE CEO, Kian Gould, showed that a paradigm change is already possible and indeed, no longer an option but an imperative.
Key Learning Points
Key Learning Points:
- Major traveller-centric priorities in the post COVID-19 era impacting airports
- Why distinctive and differentiated airport experiences will be imperative for airports to implement
- How airports can move from offline to online, from competition to collaboration, and from mere attraction to engagement and empowerment
- Key lessons from transformations undertaken by FRA, AKL and LHR, how this helped them in these last few months and learnings for a post COVID-19 future.
Kian Gould, CEO and Founder, AOE
Kian is a regular speaker at global aviation conferences. Being a digitalisation expert, the press called him ‘travel retail’s digital transformation man’ and voted him ‘positive disruptor of the year in 2017’.