Building retail practices for the New Lisbon Airport

Abstract

Nowadays, airport retail is a key component of any airport business model and plays a key role as an enhancer of the passenger experience and airport profitability. Airport managers are innovating and introducing new practices in order to achieve higher levels of performance in this area. To ensure the success of these initiatives, collaboration with airlines is critical and it is essential that the interests of both parties are aligned. In this context, this paper describes how Aeroportos de Portugal, SA (ANA) is building state-of-the-art retail practices for the New Lisbon Airport in order to improve the passenger experience, benefit airlines and increase airport profitability and competitiveness.