LEADING ASIA PACIFIC OPERATORS: CHANGI AIRPORT
development of Jewel, Changi Airport’s Terminal 1 has also been expanded to increase capacity by 3m passenger movements per year. This brings total airport capacity to 85m. There is clearly plenty for retailers,
suppliers and most importantly customers to look forward to at Changi Airport, which was named World’s Best Airport by Skytrax for the seventh consecutive year. “The continued support and
recognition from international travellers, pushes us to continue innovating and creating new and unique retail experiences,” Chew Hoon tells TRBusiness.
Shilla and DFS renew Changi Airport generated record concession sales of over S$2.5bn ($1.8bn) in FY2017/2018, a year-on- year increase of over 10% thanks to the hard work of core duty free operators, Shilla and DFS Group, who will both have significant roles to play in the coming years. This follows the extension of
their respective beauty and liquor concessions by a further two years starting from 2020, when their current six-year agreements expire. The extended tenancy terms
for the liquor concession will run from 9 April 2020 to 8 April 2022, covering 18 stores spread across 8,000 sq m of retail space in Terminals 1, 2, 3 and 4. For the beauty concession,
the extended tenancy terms will run from 1 October 2020 to 30 September 2022, covering 22 outlets spread over 7,400 sqm of retail space across the airport’s four terminals. Meanwhile, CAG’s anchor Be A
Changi Millionaire retail promotion is into its 10th year. In FY2017/2018, the promotion attracted more than 1.5m participating entries from 221 nationalities. It is once again expected to draw
interest from millions of shoppers and diners worldwide. Chew Hoon says: “In the latest
run, we have introduced a line- up of attractive prizes to reward passengers when they shop and dine at Changi Airport. “These include additional weekly
S$10,000 cash prizes, an all-new All- Electric Jaguar I-PACE and the grand
MAY 2019 The DFS Group liquor concession has also been extended for two years starting from 2020. TRBUSINESS 69
prize of S$1m dollars.” Big things are also expected of
CAG’s iShopChangi e-commerce portal, which recorded impressive growth of +60% in 2017. This continues to provide
passengers round-the-clock duty free shopping in a convenient, one-stop platform even before they enter the airport. “Last October, we introduced
a new website interface that is inbuilt with social and experiential shopping capabilities to enhance the overall online shopping experience,” Chew Hoon recalls. The order lead time has also been
reduced from 18 hours to 12 hours to provide passengers with a longer browsing and shopping window pre-flight. “This means travellers now have
between 12 hours to 30 days prior to their flight to shop on iShopChangi,” she explains. The number of brands on the
platform has also steadily increased over the years to more than 800.
Wine-picking robot In addition, Changi Airport has utilised technology and creative solutions to make the retail experience more seamless and enjoyable. A robotic wine assistant named
Pepper, for example, is now stationed in DFS Group’s Terminal 2 arrivals stores and recommends wines to passengers based on their preferences. Chew Hoon explains: “The wine-
picking robot was developed in collaboration with DFS Group, Temasek Polytechnic and SoftBank Telecom Singapore. “Passengers simply have to
Multiple retailing formats are have been employed at Changi’s Jewel complex, including duplexes.
answer a short questionnaire to receive personalised wine recommendations.” In the meantime, CAG has
partnered with mobile payment services
company, Liquid
Group, to launch a unified QR payment platform across all Changi Airport terminals. This means Changi Airport retailers can now accept a wide range of local and international e-wallet and mobile payment applications, which offers shoppers and diners a convenient and hassle-free payment experience. “The new payment platform
will be rolled out in phases, with the first phase scheduled to commence by mid-2019,” Chew Hoon concludes. «
“Last October, we introduced a new website interface that is inbuilt with social and experiential shopping capabilities to enhance the overall online shopping experience.”
Teo Chew Hoon, Changi Airport Group
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