Passenger Experience

The airport retail trap


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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