Joy
Joy On Your Way: A Conversation with ARI's Chief Joy Ambassador, Paula Pryor
24 Jun 2026
You’ve spent three years championing Joy On Your Way. What have those three years taught you about people?
“Over the past three years, I’ve learned that we truly have some of the best people in travel retail. They bring Joy On Your Way to life every day. That joy starts with our people leaders and cascades through our teams, shaping how we connect, support one another and succeed together.
When people show up with a joy mindset, relationships strengthen, teams thrive and success follows.”
What specific behaviours have you seen consistently create the biggest impact across ARI teams?
“The behaviours that make the biggest difference are people looking out for one another, stepping in when support is needed, and always looking for ways to make someone’s day a little better. I’ve also seen how being solution-focused helps teams move forward with pace and positivity.
When those behaviours come together, they create trust, collaboration and a real sense of belonging.”
Airports are places where excitement, anticipation, stress and emotion often sit side by side. Why do you think small acts of kindness can have such a lasting impact in that environment?
“At the heart of every airport are people, both customers and colleagues, and as humans we all respond to acts of kindness, recognition and joy. In an environment where emotions can run high, even small gestures can instantly shift someone’s experience.
Those moments of connection stand out, creating a lasting positive impact and reinforcing a culture where people feel seen, valued and supported.”
The hero video with the balloon passing from one estate to another is sitting at the heart of this year’s celebrations. Beyond the visual impact, what do you think it says about the way joy spreads through a community?
“The video shows that joy, represented by the red balloon, is infectious. It often just takes one person to start that momentum and from there it spreads naturally from one person to another.
What I love most about the video is that it reflects who we are as a global ARI community. We’re based in different countries and cultures, but we’re connected by the same spirit. The balloon becomes a symbol of how joy travels across teams, locations and people, creating a shared sense of energy, belonging and uplift.”
Can you recall a Joy Day moment, perhaps a conversation, reaction or gesture, that stayed with you long after the event itself was over?
“There are so many moments I’ve witnessed. In the fast-paced, always-on world of travel retail, where energy is high and time is precious, I remember a team coming together around a colleague who was grieving a deep family loss.
What stood out wasn’t just the support, but the depth of care. They carried their colleague through some very difficult moments, day after day, even during the busiest trading periods.
I remember that colleague telling me, with real emotion, that without the team’s support, returning to work would have been impossible. It was incredibly moving and a powerful reminder that, at the heart of travel retail, it’s not just about customers or performance. It’s about people showing up for each other when it matters most.”
If a traveller happened to witness this year’s celebrations, what would you hope they would understand about the people behind the ARI brand?
“I would hope they’d see that behind the ARI brand are fun, caring colleagues who genuinely enjoy what they do. They’d experience the strength of our teamwork, the integrity we bring to every interaction and a culture where people genuinely care for one another.
Most of all, I’d hope they would leave with a sense of the people behind the brand and the joy they bring to work every day.”
If a new colleague joined tomorrow, what are the first three things they should do in their first month to bring Joy On Your Way to life?
“First, go the extra mile for your colleagues and customers. Those small, thoughtful actions make a big difference.
Second, celebrate the small wins every day, as they build energy and momentum across the team.
And finally, show up to every shift with a Joy mindset, ready to support, connect and succeed together with your team.”
Across different markets and cultures, what has surprised you about what people have in common when they talk about joy?
“What’s really stood out to me is how much people have in common, regardless of where they are in the world. Across ARI, colleagues talk about many of the same things when they describe joy: feeling valued, celebrating together, spending time with people they care about and being part of something bigger than themselves.
That’s been one of the most inspiring things to see over the past three years.”
Through the Joy Wall, colleagues shared what joy means to them. What themes stood out most?
“What stood out most was how personal the responses were. Colleagues spoke about family, friendships, helping others, spending time together, sharing laughter and creating meaningful moments.
There was also a strong theme of pride in being part of a team and supporting one another. The details were different, but the underlying sentiment was remarkably consistent across our locations. It was a wonderful reminder that while our colleagues may work in different countries and cultures, the things that bring us joy are often very similar. At its heart, joy is about connection, and the Joy Wall brought that to life beautifully.”
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