The airport retail trap

Posted on Posted in InPlaneTerms, Passenger Experience, Uncategorized


As cost pressures grip airlines, the way into wallets is via longer wait times and the allure of high-end shops, fine dining and exclusive lounge clubs…

According to Anna Harrison, “In the near future, most passengers will be air-travel natives…The inexperienced, novice traveller will become a creature relegated to the pages of human history.”

“Air-travel natives will be increasingly interested in efficient passage through the passenger terminal. As passengers gain proficiency, they will become less and less tolerant of queuing and waiting. Air-travel natives will be decreasingly interested in engaging in the airport experience offerings.”

For airports, the risk is over-investing in retail.

Humans won’t let their hours be fodder for airport bottom lines for ever. Peak dwell time may not be far away.

Extract from Your time and money: the airport retail trap by Jason Murphy

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