sanjay khanna - mumbai international airport limited

JWT

Becoming obsessed with the customerCase of Airports reaching out to passengers and engagingthem in revenue generating experiences

JWT

Exceed your customer's expectations.If you do, they'll come back over and over. Give them what they want –and a little more.

Sam Walton

ChangingLandscape

(Travel Retail)

CUSTOMER OUTLOOKWith increased penetration of air travel industry, the customer’s outlook towards airports has changed from

ChangingLandscape

Utilitarian Destination

CHANGING PERCEPTIONAirports are increasingly working towards changing the perception from

ChangingLandscape

Anxiety and Hassle driven Experience

Relaxing and Pampering Experience

Not to be viewed as

just a transit port

The vacation must

start at theairport itself!

Create a Memorable,

RelaxingAnd Entertaining

experiencefor passengers

What do airports want What do passengers want

The core offerings of the airport includes Retail, Food & Services:

Core offerings at the airport

Retail – Comprises essential shopping categories catering to all the segment of passengers

Food – Offering almost all essential categories from snacks to main course at multiple price point which caters to different segment of passengers

Services – Comprises of necessary services such as FOREX, ATM, SPA etc..

Most airports are now bringing new and unique innovative concepts to engage the customers!

New Pop-up Restaurants, Bars & Lounges Innovative Entertainment Offerings Innovative Experiential Themes

New Concept Stores Entertainment Activities for Kids Engaging Activities for Passengers

Innovative Offerings for Business Passengers

Technology Inclusion to Optimise Passenger Experience Innovative Relaxing Options for Passengers

Other Essential Services After Arrival Services

ChangingLandscape- new trends

TOUCHPOINTSPutting the information in the customers handwebsite, social media, mobile app, etc..

Use of “New Media” to connect to customers 24x7 on theirpreferred media platform

Facebook, Twitter, Blogs, Youtube, Making content viral,Radio, Innovative bill boards etc.


PERSONALISATIONUsing passenger/customer data to Analyse, Anticipate, ActDelivering tailor-made experiences to all customer groups


AIRPORTS have become the modern day “OASIS”

A community watering hole

A social meeting place

Gateway to a city

A place of stories

A place for rejuvenation

A hub for trade and commerce

A refuge for travellers

A commercial enclave for local and exotic goods

THE BRAND MIX

LOCAL FLAVOURS

THE FLOOR PLAN

BRINGING PEOPLE TOGETHER

THE WALKTHROUGH

ASPIRATIONAL BRANDS

THE DECOR

Trends across the world

New Pop-upRestaurants, Bar

& Lounges

Pop-up Restaurants & BarsCOPENHAGEN: CPH NORDIC DINING• An in-terminal pop-up restaurant to celebrate the Copenhagen

Cooking food festival which offered passengers Danish-inspired menus

TORONTO: GREY GOOSE VODKA POP-UP BAR• Opened in arrivals hall by HMSHost & Bacardi Global Travel Retail,

to promote its involvement in the Toronto Intl. Film Festival• Offered complimentary cocktail samples including three drinks

designed exclusively for the event

Copenhagen Airport

PARIS CDG: THE IKEA LOUNGE• The IKEA lounge was designed in 200 SQM

boasted its own bedrooms, living room and a dedicated play area for children. It provided a comfortable waiting environment for passengers, while raising brand awareness amongst an international audience

JOHANNESBURG: STANDARD BANK LOUNGE• A branded pop-up lounge operated by Standard

Bank Offered a number of complimentary amenities such as free coffee, Wi-Fi, acces to newspapers, iPads and charging pointsfor mobile devices

New Pop-upRestaurants, Bar

& LoungesCharles de Gaulle Airport- Paris Johannesburg Airport- South Africa

TELECAST OF LIVE NEWS CNN have created a lounge where it streams live latest news and other relevant informations

BUSINESS CENTRESServices like typing, mailing of documents, and24-hour photocopying and faxing etc..

Various offerings catering to business passenger are available at airport as these are mostly frequent flyers and require to use these essential business services

InnovativeOfferings

for BusinessPassengers

Charles de Gaulle Airport- Paris Johannesburg Airport- South Africa

MOVIE THEATRESMovie screening is available free-of-charge for 24 hours daily in these movie theatres

TV WAITING LOUNGEInstead of normal waiting seats and TV lounge is created which passengers can enjoy

InnovativeEntertainment

Offerings

Various innovative entertainment solutions are provided which engage passengers and help them utilise theirfree time at the airport

Singapore Changi Airport Singapore Changi Airport

ENTERTAINMENT DECKPassengers can enjoy a their favoring computer games on these gaming station

ENTERTAINMENT Passengers can enjoy TV on large screens or surf the net


Offerings Singapore Changi Airport Singapore Changi Airport

KID’S PLAY AREA WITH INDOOR SWINGS & SLIDESGaming facilities for kids to play different enjoyment facilities like slides etc..

SKATING FACILITYThe skating is very unique offering which provides and indoor gaming experience inside the airport

EntertainmentActivitiesfor Kids

Airports engage customers by providing various engaging and fun activities for kids at the airport. These alsobecome an ideal option for parents to engage their kids in various fun/learning activities

Incheon International Airport in Seoul Korea Incheon International Airport in Seoul Korea

LILY PAD GARDENEnchanted Garden creates an enchanting environment triggered by various motion sensors

SCULPTURAL TREE GARDENThe garden features three tall tree-like sculptures clad with an interesting collage of foliage


InnovativeExperiential

Themes :Natural & Artificial

Gardens

HONGKONG AVIATION GALLERY CHANGI AVIATION GALLERY

Hong Kong International Airport Singapore Changi Airport

Showcasing aircraft models, ground operations, galleries on airport architecture etc.

Various galleries and museums showcasing technological as well traditional galleries also engage customers byshowcasing historical events as well technological advancements in aviation


Themes :Museums &

AviationGalleries

MUSEUM AIRPORT'S VISITORS' PARK

Hong Kong International Airport Munich Airport

Showcases gallery of traditional crafts and the Korean Culture Museum, developed in conjunction with the National Museum of Korea

Airport's Visitors' Park allows passengers toget to grips with historic aircrafts like theJunkers Ju-52


Themes :Museums &

AviationGalleries

LIBRARY @ AIRPORT DIGITAL LIBRARY @ AIRPORT

Amsterdam Airport Munich Airport

A dedicated library for passengers to let them enjoy quality time for reading

San Antonio Airport offers digital library for departing passengers

EngagingActivities forPassengers

Various engaging options like libraries, social media interactions or simple aviation decks offers passengers anadditional avenue to spend their time at the Airport


KINETIC RAINWorld's largest kinetic sculpture made of aluminium & polished copper drops swirling by controlled motors

MODERN ARCHITECTURE: BIRDS IN FLIGHTSculpture is inspired by the annual immigration of the Artic tern – a seabird that travels vast distances


Themes :Modern

Architecture & Design

Many airports create an experience by including various elements of modern art & design which stimulates thepassengers to appreciate the design and thus creating an engaging experience

Singapore Changi Airport Amsterdam Airport Schiphol

SLEEPING PODSDedicated sleeping pods for passengers waiting for their flight at the airport

YOTELYotel is an innovative new hotel concept which offers hotel rooms at affordable rates.

Various innovative resting options are available for passengers which can allow them to take a nap and alsotake massages from professional therapists or via massage chairs etc.

InnovativeRelaxing

Options forPassengers

Frankfurt Airport Athens Airport

TechnologyInclusion to

OptimisePassenger

Experience

DIGITAL INFORMATION KIOSKS @ AIRPORTSPassengers can access the digital kiosks for accessing information about airport

VIRTUAL ASSISTANT AT THE AIRPORTVirtual assistant assistes passagers at the airports

Helsinki Airport Helsinki Airport

OtherEssentialServices

YOGA ROOMPassengers can avail an array of services – including yoga and Pilates classes etc..

PRAYER ROOMDedicated prayer rooms are provides wherepassengers can carry out their prayers

Airports are providing essential services like yoga room, prayer room and other essential facilities likebabycare room wich helps passengers in carrying out important tasks before his flight

Medical facilities

Airports provide essential medical and special assistance services which passengers can use in case of emergencies

Wheelchair services for needy passengers Special assistance services for needy passengers

Singapore Changi Airport

Singapore Changi AirportSingapore Changi Airport

OtherEssentialServices

Different facets of the Mumbai Airport have been planned keeping customer at the centre with theobjective of delivering customer delight.

MUMBAIAIRPORT

MANY and VARIED Customer Segments

Airside/Landside

DelayLayover

Pre-planned Wait time

Domestic/International

Shopaholic

Traditional shopper

Mood Shopper

Guilt Shopping

Apathetic wandering shopper

Souvenirs, gifts, keepsakes

Unique Products

Seasonal items

Shopping to pass time

Forgotten/Replacement item for trip

MANY and VARIED Customer Segments

We want to connect with ALL of themOur ideas are based on the time and opportunity of

connection.Irrespective of who the TRAVELLER / CUSTOMER is.

OUR AIM : To create an INVOLVING and LIBERATING EXPERIENCE

• On-going on-site engagement activities• New concept stores• Benchmarking Airport Hospitality• Technology infusion to optimize passenger experience• Superlative Design Experience

STRATEGY

On-goingOn-site

EngagementActivities

FOOD FESTIVAL AT MUMBAI AIRPORT

A tea stall selling Mumbai Special“Cutting Chai”

Paan wala making customized paans for all passengers

Mumbai Chaat Special Bollywood Selfie Wall

FLASH MOB AIRPORT TOURS FOR CHILDREN MEHENDI APPLICATION ACTIVITY

Flash Mob performance outside the airport

Airport Education Tours for children

Free Mehendi (Henna) application for passengers at the International Airport

Studio Pepperfry is a concept store from one of the leading online Furniture and Home marketplace.It showcases a curated range of furniture and serves as a design inspiration.

New ConceptStores

DC Design is a concept car store which showcases the their leading car designs which are unique, innovative and otherwise are not available in other leading mainstream cars companies

New ConceptStores

Mumbai Airport recently tied up with Disney to come up with a high end experiential zone which would give passengers an experience to connect with their favourite superhero’s via high end simulations, figurines as well can purchase some of the merchandise

New ConceptStores

Various innovative gaming and simulations are available which provides a high end virtual experience.

KID’S PLAY AREASDedicated play areas for children with suitable baby proof measures and equipments

FLIGHT SIMULATORA Flight simulator to provide a virtual experience of flying a complex aircraft by using best in class hardware & simulation software

SMAAASHSmaaash provides various simulations gaming in terms of racing, football, bowling etc.


Offerings

Pranaam services are designed to make passengers and their loved ones feel like VIPs

• Greet Passengers at the Entrance• Dedicated porter for check-in baggage assistance• Guidance through dedicated lanes to Security Check point• Private Lounge for passengers to work/relax in privacy• Assistance from Lounge to the designated boarding gate.• Buggy service from Lounge upto the designated boarding gate

Pranaam is the essence of Indian culture depicting warmth and care.Benchmarking Airport Hospitality

Mumbai T2 App is the pioneer in technology using In-door Atlas Mapping, Beacon Technology & Augmented Reality together first time in the world.

Plan your trip Live flight updates Navigate your way to gates, shops, restaurants, facilities, etc.

Augmented Reality

Technology Inclusion to optimise Passenger

Experience Mumbai Airport has just launched its very own Mobile App which is the first of its kind!

Largest collection of antiques and contemporary artworks from across India to create a museum spanning 4 floors and 2.3km of display. The arts and artefacts represents the beauty of Indian art and design

Airports not only focuses on modern art but also promotes traditional arts & designs from local as well various parts of the country


Themes :Traditional Art &

Architecture

A Museum Store offering art, craft, miniature paintings and other original art-inspired merchandise.

JAYA HE ART GALLERY AND STORE OUTSTANDING DECOR ELEMENTSThe Lotus Chandeliers at departure lounges represent three stages of blooming of a lotus.Diya curtain welcoming guests to the Airport lobby


Themes :Traditional Art &

Architecture

Airport Loyalty Program to build increased spend value for passengers

Initiatives in the pipeline Airport has a host of initiatives to be launched this year to support its endeavour of

continuous customer engagement and customer delight!

LOYALTY PROGRAM Winter CARNIVALWide range of engaging activities and programs being planned during the holiday travel season

SHOP BEFORE YOU ARRIVE – PRE ORDER

On online sales platform showcasing entire range of Retail and F&B offerings to aid passengers to shop online and pick up products at the airport.

• Increased dwell time of passengers

• Increased connect with passengers through innovative and experiential offerings

• The increased dwell time and connect translates into Increase retail spends and boosts commercial revenues

• We strive to build a base of loyal customer “advocates”

• Ultimate aim is to get a place on the travel itinerary of every customer!

Benefits

Thank You