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Understanding our customers

Our key focus is on the expectations and desires of the travel retail customer. We place great value on the insights our customers provide. Through our constant engagement with them we understand what our customers want in terms of value, range and choice of brands.

A keen awareness of changing passenger needs and behaviour as they transit through an airport helps to inform our decisions concerning the location, design and layout of shops and the service approach of our employees.

Our commitment to innovation is driven by a determination to provide practical solutions for customer needs and to ensure their retail experience is both pleasurable and convenient.

Our Shop & Collect service, for instance, enables passengers to collect their purchases on their return to our airports or even to opt for home delivery.

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