ADAPT & SURVIVE SERIES: HIGHLIGHTS
support for the global DF&TR industry is certainly front of mind. In her comments to Luke Barras- Hill in April, she emphasised the importance of forging a global position to ensure the industry is best equipped to bounce back as quickly as possible. Branquinho told TRBusiness that all
the regional associations, including the ETRC and APTRA, are working to a clearly aligned agenda. “At a global level, apart from
supporting the different regions, the DFWC is working with ACI World and UNWTO and using the same arguments to make sure that we get included in a part of anything that might benefit the aviation, maritime and tourism sectors,” explained Branquinho. The message being conveyed to governments and regulators is aimed at ensuring DF&TR is considered as an ‘integral’ part of the aforementioned sectors, she continued. This will ensure the industry can revive its income streams swiftly once travel and border restrictions are relaxed. Asked what the DFWC will be
looking for from governments moving forward, Branquinho responded: “We’d like to see some positive feedback. Just to give one example, governments seem to be focusing almost exclusively on the woes of the airlines and not thinking of the airports. “[DF&TR] of course is mainly part
of the airports’ ecosystem and the airports have huge fixed costs – you could argue larger than the airlines – and yet they are not getting the same airtime or focus from governments despite all the fantastic work that ACI is doing.” One of the highlights in this
series came courtesy of a very candid interview with Matthew Greenbaum, Vice President of US-based International Shoppes. Greenbaum who stated that while the company remains in ‘triage mode’ as it weathers the current climate, it has mapped out a good path to something resembling operational normality. He praised the company’s
employees as ‘heroes’ and ‘super stars’ and reaffirmed his confidence in them as he acknowledged the long
MAY 2020
road to recovery that lies ahead. While the company has put some
thought into developing and evolving – International Shoppes possesses what Greenbaum acknowledges as a ‘pretty robust’ digital footprint in the US and earlier this year went live with a WeChat account to communicate with customers – the priority at this time is focusing on seeing out the storm in the coming months. “We have had conversations
with a number of beauty brands about selling merchandise online to customers from our airport database and those are getting some positive feedback,” he revealed. “But for now, we are putting all our resources into getting beyond this crisis.” At JFK, International Shoppes
witnessed first-hand the devastating impacts caused by the terrorist attacks of September 11, 2001, and while those events have left a ‘deep scar’, Covid-19 is labelled as ‘an order of magnitude beyond 9/11’. “[During 9/11] as a country we
rallied, as an industry we rallied… but Covid-19 is different,” said Greenbaum. “It is an invisible enemy and everyone feels vulnerable right now. This is materially darker and worse, at least on an economic front.”
Seeing through the gloom While many of our interviewees expressed their grave concerns for the industry’s short- and mid-term future, there were (thankfully) many messages of positivity and hope. Welsh jewellery brand Clogau, for example, emphasised its commitment to the travel retail and duty free industry to Andrew Pentol. The company, which celebrated
its 30th anniversary last year, was a finalist in the jewellery and watches category of the 2018 and 2019 Travel Retail Awards. This year, Clogau has also been confirmed as a finalist in the third edition of the DF&TR industry’s ONLY consumer- voted awards. Ben Roberts, Managing Director,
Clogau, who revealed 90% of staff members are working from home due to the Covid-19 crisis said: “Everybody is remaining upbeat. When you move from a
“I am looking forward to getting through this sort of transitional stage, as terrible as it might be and evaluating the competitive landscape to see if there are opportunities. We are committed to travel retail and are here for the long-term. We enjoy being part of the industry as well.”
Ben Roberts,
Managing Director, Clogau
lot of people within the office to a reduced number, there is a change in communication and motivation. “Everyone works for each other
and it is a lot more collaborative than previously.” Travel retail may only comprise a
small percentage of total business, but it is a channel the company values in terms of awareness and brand recognition. “I am looking forward to getting
through this sort of transitional stage, as terrible as it might be and evaluating the competitive landscape to see if there are opportunities. We are committed to travel retail and are here for the long-term. We enjoy being part of the industry as well.” «
To register your interest in the Adapt and Survive series, please contact one of the editorial team:
charlotte@trbusiness.com
luke@trbusiness.com
andrew@trbusiness.com
ETRC’s Julie Lassaigne spoke to Charlotte T
urner in March. TRBUSINESS 27
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