Commercial Activities to Support Airport Growth Dufry : A Global Retailer – Milestones Dufry : A Leading International Travel Retailer Expanding Leading Position Worldwide Dufry in Africa Dufry business approach in Africa Dufry contribution in African Airports Revenues Dufry contribution in the quality of service
Dufry : A Global Retailer - Milestones
Acquisition Reg Staer of Russia
Dufry : A Leading International Travel Retailer
Dufry : Our Type of Shops in Airports General Travel Retail Shops (Departure and Arrival)
Specialized Shops (Food, Textile, Accessories…)
Brand Boutiques
News and Convenience Stores
Expanding The Leading Position Worldwide
Presence Of Dufry in Africa
Dufry Morocco Airports: 10 Shops: 17 Total: 2 369 m2
Dufry Côte d’Ivoire
Dufry Tunisia Airports: 6 Shops: 19 Total: 4 331 m2
Dufry Egypt
Airport: 1 Shops: 3 Total: 465 m2
Airports: 3 Shops: 8 Total: 1 501 m2
Dufry Ghana
Dufry Algeria
Airport: 1 Shops: 4 Total: 649m2
Airport: 1 Shops: 2 Total: 640 m2
Dufry Business Approach in Africa Business Model Type 1: Tunisia, Morocco, Egypt: Dufry creates new operational platforms in countries which major international airport has a minimal critical mass of 2 million pax. (departures + arrivals).
Once the main platform is created, Dufry collaborates with the airports authorities to develop the commercial facilities in smaller airports : • With low number of passengers (i.e. Dakhla in Morocco & Asyut in Egypt), • With seasonal activity (i.e. Tozeur & Tabarka, in Tunisia). Our vision is to develop a real partnership with the airports authorities and to accompany them in all their developments.
Majors Expectations to Support Airport Growth: • Exclusivity on main duty free categories, • Long term concession in order to allow a strong investment and to get the duty free area with high international standards.
Dufry in African Airports
Tunisia
Dufry in African Airports
Tabarka Airport: Pax 2011 : 9 300
Sfax Airport: Pax 2011 : 24 400
Tozeur Airport: Pax 2011 : 38 800
Dufry in African Airports
Morocco
Dufry in African Airports
Rabat Airport: Pax 2011 : 377 000
Tanger Airport: Pax 2011 : 766 000
Essaouira Airport: Pax 2011 : 24 000
Dakhla Airport: Pax 2011 : 2 300
Nador Airport: Pax 2011 : 568 000
Fes Aiport: Pax 2011 : 373 000
Oujda Airport: Pax 2011 : 218 000
Dufry in African Airports
Egypt
Dufry in African Airports
Borg El Arab Airport : Pax 2011 : 374 000
Asyut Airport: Pax 2012 : (forcasted) : 43 500
Dufry Business Approach in Africa Business Model Type 2: Ivory Coast, Ghana: Dufry can go down on the number of 2 million pax (departures + arrivals) when an operational hub (logistic and management) already exists (i.e. Ghana and Ivory Coast)
Once this hub is created, Dufry collaborates with the airports authorities to develop the commercial facilities in smaller airports. This business model is the right one, for the middle size airport of many African Countries. Majors Expectations from Dufry towards Airport Authorities: • Exclusivity on main duty free categories • Additional retail possibilities (newspaper shop, last minute, coffee shop, souvenirs, arrival shop…..) • Long term concession in order to allow a strong investment • Low minimum guarantee based on the Pax
Dufry in African Airports
Ghana
Dufry in African Airports
Kotoka International Airport (Accra – Ghana) Pax 2011 : 1 568 000 • 1 walk through departure shop (with inside a souvenir corner) • 1 bar • 1 last minute shop • 1 arrival shop (under construction)
Dufry in African Airports
Ivory Coast
Dufry in African Airports
Abidjan Airport: Pax 2011 : 558 000 • • • •
1 main departure shop 1 souvenir corner 1 library/newspaper shop 1 last minute shop
Dufry Contribution in African Airports Revenues Dufry Support Airport Growth by Bringing High Revenues •
Airports are less and less financed by airlines (aeronautical revenues) and are looking for additional funding sources.
•
Dufry, as an airport retailer, is highly involved in the improvement of the airports revenue (concession fees and rents). Concession fees compared to Airport Authorities revenues
Dufry’s added value to African Airports Dufry Support Airport Growth by bringing International Standards
Tunis Carthage Airport (Departure Shop)
Marrakech Airport (Departure Shop)
Abidjan Airport (Departure Shop)
Accra Kotoka International Airport (Departure Shop)
Alexandria Borg El Arab Airport (Perfume Departure Shop)
Dufry contribution in the quality of service Dufry Support Airport Growth by improving the Quality of Services Dufry, in the same way as the other airport operators, offers services to passengers. A good quality of service contributes to : Enhance passengers satisfaction ; Dufry knows that a satisfied customer = Satisfied passenger = Main objectives of the airports authorities, Improve the image of the airport and, as a consequence, the image of the city and the country where it is located.
Dufry contribution in the quality of service How ? Attractive shops, with:
A flexible and evolving commercial space A design focused on the customer Adapted Assortments & Pricing policy
A Customer Service:
A strong customer service policy (exchange or refund policy) An online Customer and Quality Service (Toll Free, Chat, Email, “Click to Call” on Dufry website)
A Mystery Shopper System to Enhance Attendance Quality:
Quarterly mystery shopper review of our operations (operating procedures, employees behaviors, store organization are tested by a mystery shopper)
Sales Staff Trainings:
Dufry opened a sales academy to train its team
Advice for the Commercial Activities in Airports Let a professional international duty free company manage your commercial space. It will definitely help you:
to increase a lot your commercial revenue. to increase the sales per Pax. to improve the image of your airport to some international standards. to satisfy your passengers. to know well your passengers and to adapt the offer accordingly. to get a real choice of original products without having shops empty. to get a real customer service for your commercial activities (shops open all the time, refund policy, greetings…) to get 100% of the turnover declared to airport authority for the calculation of the fees. (increase of revenue)
Develop as much as possible all type of shops (departure, arrival, last minute, fashion, newspapers, souvenirs……)
More “organized” commercial area you will develop, more revenue you will generate and more you will increase the sales per Pax.
Avoid competition inside the airport
It will be a lost of turnover/revenue for airport, better to propose additional ranges of products to develop the sales per Pax (more choice = more turnover = more revenue).
Don’t interfere in the pricing policy (price in Duty Free are built accordingly to specific criteria). Build a partnership on long term bases, it will help to get nicer shop, it should be a win-win situation. Whenever working on a development of a new terminal or refurbishment of an existing terminal, seek advice from professional retailer to maximize the power of your future retail space. Do not consult them after the work is done.
Zikomo
Thank you
N’itumezi
