Customers | Avolta

In 2024, Avolta further demonstrated its commitment to carefully listening to customers, achieving full alignment with our traveler-centric strategy. Close engagement through our regular in-shop and online surveys continued to provide valuable insights into evolving customer expectations. While the global trends towards sustainable, healthy and eco-friendly offers were confirmed, along with premium and innovative offers, we also identified some additional changes in shopping and dining behaviors, which will be analyzed for potential future implementation.

Travel experience revolution further evolved.

Several new openings and refurbishments in 2024 confirm Avolta’s ability to continue revolutionizing the traveler’s experience through the introduction of innovative hybrid and highly experiential shopping and dining concepts. Showcases include the iconic “Terrazza Eataly”, the new outdoor F&B space launched in Terminal 1 Departures at Rome Fiumicino Leonardo da Vinci Airport (Italy); the opening of the new pizza and craft beer concept “Neighbourhood” at Copenhagen Airport (Denmark); the new walkthrough store at Sofia International Airport (Bulgaria) as well as the new hybrid premium gastronomic and retail concept “The Corner by Real Madrid” in the duty-free stores at terminals T1 and T4 of Adolfo Suárez Madrid-Barajas Airport (Spain), combining an F&B offer with official Club merchandise.

Expanding healthy, wellbeing and sustainable offers
In 2024, Avolta continued to fine-tune its offers and service portfolio to increase its curated selection of healthy, well-being and sustainable products and menus. In this context, we introduced 90 new retail brands to our portfolio across several categories. From an F&B perspective, 68 new brands offering vegetarian and vegan options have been presented to travelers on a global scale. Additionally, we have extended our premium offering in wine & spirits with low and zero alcohol options. For a detailed overview please refer to Sustainability Report 2024.

The innovative mind.body.soul. shop-in-shop concept offers a range of nutritious, energy-focused foods for health-conscious customers, alongside sustainable choices that are better for the environment, and relaxation-focused products that help promote a sense of wellbeing. First launched in Amman (Jordan), the highly flexible concept can be customized to the specific wants and needs of different locations and customer profiles. The concept is continuously expanding to new locations and is currently deployed in São Paulo (Brazil), Zurich (Switzerland), Toulouse (France), London-Stansted (UK), Stockholm (Sweden), Mexico City (Mexico), Bali (Indonesia), Siem Reap and Phnom Penh (Cambodia) as well as most recently in Belgrade (Serbia) and Madrid (Spain).

68 new F&B and 90 new retail brands introduced in our portfolio.

In close collaboration with our brand partners, we have further expanded our sustainable product identification initiative for retail assortments to new locations, while adding additional products from new brands. The selection features products that are sustainable in various respects, including Sustainable, Plastic Free, Recyclable or Refillable, Vegan, Palm Oil-Free or Supporting Communities.

These products are marked by dedicated tags and are easily identifiable in our shops and on our online platforms, helping customers to shop more considerately. Currently, the sustainable product selection includes 1,977 products from 31 global suppliers covering the main categories – food, liquor, perfumes & cosmetics – and is available in 169 shops across 127 locations, worldwide. A detailed description of Sustainability initiative is available in the Sustainability Report 2024.

Helping customers to shop and eat considerately.

Similarly, Avolta helps consumers make conscious, responsible nutrition choices, for example by opting for certified-sustainable food, focusing on products prepared with a limited amount of ingredients or natural-origin ones, and items free from artificial colors or preservatives. In North America, for example, the selection of takeaway food includes items that respect animal welfare and are fair trade certified, supplied by B-Corp companies or labelled as gluten free or BPA free. For a more detailed description of these Sustainability initiatives please refer to the Sustainability Report 2024.

Customer engagement along the entire journey
Every day, Avolta welcomes customers representing more than 150 nationalities and we increasingly engage with them along their entire journey. Addressing travelers in the right language and presenting them with tasty meals, novelty products and attractive promotions is key for converting them into customers and driving sales. Digital services and tools are key to engaging customers along their whole journey, from the moment they leave home until they reach their destination.

Pre-order online, pick-up at the airport.

Our New Generation Stores, along with more than 50 highly digitalized shops, form the cornerstone of this end-to-end shopping experience, adapting their appearance based on flight schedules and nationalities present, to showcase the brands that best fit the respective customer profile. Similarly, digital online menus, touchscreen kiosks, QR codes, apps, and digital payment systems simplify the customer’s ordering process in our restaurants and F&B outlets.

Convenience is always a key sales proposition, and thus also a priority for Avolta. We believe engaging with our customers early, even before they reach the airport and our shops, presents a great opportunity to pre-order products online before they start their journey, and conveniently collect them once they are at the airport. Avolta’s “Reserve & Collect” service is currently available in 188 locations in 46 countries around the world and new locations are being added – the full list is available on our website: https://www.shopdutyfree.com

The new Club Avolta loyalty program is a mobile application (App) that not only awards points for purchases but also offers exclusive experiences, discounts and benefits both online and across duty-free, duty-paid, F&B restaurants, brands, airports, airlines, hotels, and more, and is available in 70 countries, 6 continents, and more than 5,100 outlets. In addition, members can find ways to give back to the community by dedicated donations. Members receive promotion notifications tailored to their preferences when approaching the airport, helping to attract them to Avolta’s shops and F&B outlets and thus increasing traveler conversion. For a full list of the Club Avolta lo cations please download the app (App Store & Google Play).

Club Avolta – the industry-first combined global loyalty program.

In Italy, Avolta also offers the “My Autogrill” loyalty pro-gram, accessible via an App and featuring a reward catalogue, discounts and dedicated customer services. My Autogrill is valid in all Autogrill and Nuova Sidap Stores in Italy: https://www.myautogrill.it/en

Close customer engagement through regular online and in-shop surveys.

Club Avolta

Club Avolta benefits customers online as well as across 70 countries, 6 continents, and at more than 5,100 outlets: https://www.clubavolta.com/

Currently the sustainable product selection initiative includes

1,977 products from 31 global suppliers, covering the main categories and available in 169 shops across 127 locations, worldwide.

Reserve & Collect

The service is already available in 188 locations in 46 countries around the world: https://www.shopdutyfree.com/en/

My Autogrill

My Autogrill is Autogrill’s loyalty program which is valid at Autogrill and Nuova Sidap stores in Italy: www.myautogrill.it.

Recertification of Avolta Supplier Code of Conduct expanded to further retail and F&B suppliers.

Connecting brands and customers.

While we enhance the traveler’s experience with an array of initiatives, such as activations, tastings, beauty treatments, novelties and delicious meals, we strongly focus on a comprehensive services portfolio (e.g. Reserve & Collect, Club Avolta, Global Return Guarantee, Mini-Apps) for our customers. Our well-trained, highly motivated sales representatives and food & beverage servers help travelers navigate a wide variety of prestigious brands and advise them on attractive menu selections, providing valuable advice and information. For us, a satisfied customer is one who trusts us not only during the shopping or eating experience, but also when it comes to product, food and outlet safety, as well as comprehensive after-sales services.

True global return guarantee for travel retail purchases.

Avolta is the only global operator in the industry to offer a true global return guarantee for products purchased in our travel retail stores. Whether you purchase an item in Zurich, Rio de Janeiro, Amman, Casablanca, Hong Kong, Toronto, Mexico City, Bali, or any of our locations worldwide: if there is a problem with any product that you purchased at an Avolta network retail store, we will replace, refund or exchange your product within 60 days of purchase.

Seamless global customer service.

In 2024, Avolta’s customer service representatives, who can be reached in several languages by phone, email or online chat, assisted 262,160 customers (see further details also on page 128). Our customer service team pro-vides worldwide support through our dedicated and sim-ple-to-use online platform: Customer Service Avolta.

Customer satisfaction, responsible marketing & product safety
Above all, we prioritize customer satisfaction, responsible marketing and product safety. We ensure that all products as well as food offerings reflect the respective health and safety regulations. Avolta complies with legal requirements at every location in which we operate and takes a proactive approach, working with governments and regulators to clarify any concerns.

Moreover, through active membership or close collaboration with industry and trade associations, Avolta has helped to shape robust Codes of Conduct (e.g. UK Code of Conduct on disruptive passengers, UK Code of Conduct on VAT, ETRC Code of Conduct on Sale of Alcohol, DFWC Code of Conduct on Sale of Alcohol as well as the Serve Safe Alcohol program in North America in collaboration with the National Restaurant Association). Similarly, in our US stores we continue to emphasize our “We ID” campaign, to raise travelers’ awareness about safe drinking, by asking all customers to present identification when they purchase alcohol.

In 2024, Avolta shared its Supplier Code of Conduct for recertification with an increased number of suppliers across the globe, including suppliers of retail products as well as F&B. More details are available in the Sustainability Report 2024.

When it comes to marketing and advertising initiatives, Avolta applies the same responsible stance that it shows in all its other activities. We are committed to complying with marketing and advertising regulations in customer-oriented communication in the countries where we operate.

Fostering responsible marketing and retailing.

We expect the same behavior from our suppliers when using the space we provide in our stores, F&B outlets and online channels for advertising and promotions. This also applies to product labeling, with our suppliers required to comply with the regulations of the Avolta locations where their products are sold. As we operate in a diverse environment, serving many nationalities speaking different languages daily, we proactively engage with industry trade associations and suppliers to find off-the-label solutions.

Customer privacy & data protection
In line with the expansion of our online activities and increased use of digital applications involving customer data, managing and protecting customer privacy when handling client information has become increasingly important for Avolta. As a requirement of customs authorities and for contractual reasons – particularly when operating in airports or similar customs-controlled environments – the customer’s personal data is collected, processed and retained in accordance with the privacy statement listed on the Avolta website: Privacy & Cookie Statement.

Ensuring customer privacy and data protection.

The company’s Reserve & Collect and Club Avolta services ask for additional personal customer information to provide them with newsletters as well as marketing & advertising materials. To protect customer data and ensure it is handled correctly, Avolta applies the highest security standards ensuring compliance with different legal frameworks. The company operates a number of systems and security processes, including a robust cyber security system, a data protection policy and internal procedures and policies, which follow relevant laws and regulations. Dedicated training is also carried out on a regular basis for team members who deal with personal information.

Avolta continuously reviews and adjusts its processes to secure the alignment of our operations in accordance with the EU General Data Protection Regulation (GDPR) and the Swiss Data Protection Law. This involves maintaining expanded documentation and information requirements, privacy risk assessments and ensuring the right of individuals (customers, team members, partners and suppliers) to request access to, or to correct, delete, or object to processing of their own personal data, and to request data portability. Avolta keeps monitoring new developments in data protection regulations and adapts accordingly where required.

Moreover, Avolta also undertakes internal Data Protection Audits and intrusion tests, on top of continuously discussing and improving the protection of customers’ personal data through dedicated quarterly meetings.

For any customer, team member or third party who wishes to report a grievance or who has questions regarding Avolta’s data privacy, there is a specific compliance address to contact the company, with respective inquiries coordinated by the Compliance and the Global Internal Audit & Investigations Department: www.avolta-compliance.com.

Industry recognition for retail expertise.

Avolta’s expertise recognized by the industry
In 2024, Avolta’s customer focus, retail and F&B excellence was once again recognized by different industry partners. A complete list of our awards is available here: Avolta Awards.

Return to Our Stakeholders

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Award Winning Company

Avolta constantly strives for excellence throughout its business, across all customer facing and internal areas of the company. We are proud to have received a variety of awards which reflect its status as the leader in travel retailer worldwide.

Avolta Awards

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