SPECIAL FEATURES: DUBAI DUTY FREE


up to recent years, cash was the main payment method used by our customers, now it is 60% card payments and increasingly these are contactless payments along with the introduction of Alipay and so on. E -commerce has also been a game


changer and one that we embraced a number of years ago, mainly as a convenience for our customers who can order online and pick up when they travel. Now we are investing a good deal


in redefining the online offer, which last year accounted for US$20m of our business, and introducing a number of marketing systems whereby we can interact much more with our customers before they travel and while they are in the airport. We are very excited about this development. Technology in terms of our systems


& logistics is also hugely important. Our distribution centre is now 95% automated and handles over 72m product movements per year. This is invaluable in ensuring we can run our business efficiently.


What leaves you feeling frustrated when you look at the state of the industry today? I think that our industry is in good shape today and based on forecast travel figures, the future looks bright provided we all stay ahead of the curve. This of course means that as an


industry we must continue to invest in our retail offer; our shops have to be attractive enough to encourage shoppers who might otherwise purchase online or downtown.


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DDF aims to offer multiple payment methods, including Apple Pay.


We have to offer exclusive products or be the first to have products where possible. We have to invest in the latest technology to engage with our customers, even before they travel and to make purchasing as quick and efficient as possible. If I have one frustration it is that I


do not think that the industry invests enough in marketing and I have always maintained this. We invest 2.5% of our bottom line in marketing and I think that spend is more than justified in our sales of US$2bn.


“I have been involved in the travel retail business for over 50 years now and this industry is every bit as exciting to me now as it was back in 1969 when I joined Shannon Airport.”


Colm McLoughlin, Dubai Duty Free


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What concerns you the most for the future of the DF&TR industry? The global duty free and travel retail market is estimated to generate revenues of around $112bn by 2023, growing at a CAGR of approximately 8% during 2018-2023. While the growth of duty free and travel retail is encouraging, there are a number


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of threats. I think we need to ensure that as an


industry we continue to offer a value proposition to our customers and to communicate that value proposition in this rapidly changing digital age.


What excites you most? The fact that more people are travelling excites me and they are travelling from destinations that


Subscribe to TRBusiness magazine to receive a digital copy of the TRBusiness Top 10 International Operators 2018.


Contact: janice@trbusiness.com DDF employees were recently awarded for their 10 years of service to the company. OCTOBER 2018 TOP 10 OPERATORS 87


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