SPECIAL FEATURES: DUBAI DUTY FREE


and innovations; whether it is redemption of Emirates Skywards miles – which so far has generated US$5.72m in sales in 2017 and US$3.23m year to date (Aug) – or the teaming up with JCDecaux and Dubai Airports to launch a digital platform that drives sales; a first of its kind. So we are continually open to ideas


and collaborations that we think will serve our customers well and will increase sales. I do not think that you can


underestimate the importance of a good sales workforce and we undertake extensive product training sessions per year, to ensure that our staff have a good understanding of our products. Our commitment to a good


customer experience includes our customer service philosophy which runs through the whole operation. We encourage and incentivise our staff and I think they are among the best in the world. Our success is also due in no


small part to the support that we receive from the Government of Dubai and in particular from my own boss, HH Sheikh Ahmed bin Saeed Al Maktoum, President of the Dubai Civil Aviation Authority and Chairman of Dubai Duty Free.


There are not many executives who have remained with their respective companies for 35 years (and in the industry for more than 50). What have you most enjoyed about your role? I have been involved in the travel retail business for over 50 years now and this industry is every bit as


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Fashion shop in Concourse D.


exciting to me now as it was back in 1969 when I joined Shannon Airport. Shannon of course was the birthplace of airport travel retail and it all began 71 years ago. I still enjoy going to work every day and get huge satisfaction out of it. I enjoy the interaction I have with


people, whether it is our staff, all of whom I have met, or with our management team. I enjoy the fact that so many of our managers have been recruited in-house and that all of our staff have been able to support their families back home as a result of working for Dubai Duty Free. I enjoy interacting with our


suppliers, many of whom I have known for over 30 years. I enjoy the variety of my working day; one day is never the same as the next. I enjoy the fact that we are involved in major sporting events, such as the Dubai Duty Free Tennis Championships,


that attracts a global TV audience of millions. I also enjoy the fact that we have


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a charity Foundation, the DDF Foundation, that enables us to support so many worthy causes around the world. Since we started the Foundation in 2004, we have supported 40 local and 53 overseas charities including Hand in Hand for Haiti, The Moodie Report Great Travel Retail Educathlon, Smile Train and the construction of 32 houses in the DDF GK Village, located in the province of Leyte, Philippines.


Drawing from your experience, can you tell us what you believe to have been some of the most significant developments for the global duty free industry inside the last three and a half decades? There have been so many changes but I suppose the technology side is the one that has changed the most. In terms of payment methods, even


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Contact: janice@trbusiness.com


Colm McLoughlin, Dubai Duty Free


OCTOBER 2018 TOP 10 OPERATORS 85


“For this year, there are a number of factors behind our continued sales growth, including the refurbishment of Concourse C, which will be fully completed by the end of the year and is looking fantastic.”


Below left: Apple shop in Concourse D.


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