NEW ZEALAND. Auckland Airport has struck a far-reaching partnership with global technology service provider AOE to create a ‘multi-retailer mall’ which enables international travellers to purchase airport products and services via mobile and online.
New Zealand’s leading airport company will deploy AOE’s OM³ suite. The programme has already been rolled out successfully at Frankfurt Airport (see video below) in one of the aviation’s sector’s most ambitious digital partnerships.
OM³, or Omnichannel Multi-Merchant Marketplace, is an extensive platform that enables airports to digitalise their non-aviation revenues and provide customers with a seamless online and offline experience.
Auckland Airport General Manager Retail and Commercial Richard Barker said: “It is exciting to be able to partner with AOE to create an omni-channel commerce platform that further improves our customer experience.
“Expected to launch mid-2018, our new online ‘multi-retailer mall’ will enable international passengers to purchase from multiple airport retailers with a single transaction and then pick up all their items from a single collection point, thanks to a sophisticated back-of-house operation. It’s the ultimate ‘click and collect’ shopping process.
“We strongly believe that this is the only way to prevent major disruption from the e-commerce giants of the world” – AOE Founder & CEO Kian Gould
“The online platform also means that international passengers can shop at any stage of their travel journey, using their own devices, and at a time and place that is convenient for them – be it before they leave home, onboard their aircraft using inflight Wi-Fi, or while sitting in any domestic or international airport.”
“We are excited to partner with AOE to continue the transformation of Auckland Airport into Australasia’s most digital gateway and to provide our global and domestic passengers with a one-of-a-kind personalised journey”, said Auckland Airport CEO Adrian Littlewood.
AOE CEO Kian Gould commented, “We are thrilled to be Auckland Airport’s partner of choice on such an ambitious strategic initiative. The future of travel retail and non-aviation revenue lies in providing a unique customer experience with unsurpassed convenience.
“We strongly believe that this is the only way to prevent major disruption from the e-commerce giants of the world. Auckland is one of the most innovative airports in the world and will continue to raise the bar for an optimal customer experience.”
Barker added: “The platform’s staged introduction will eventually see most airport retailers participating. All Auckland Airport products and services, including parking, loyalty and lounge access, will also be integrated into the online mall, making it easier and more convenient for travellers to shop.
“Frankfurt Airport has successfully introduced AOE’s omni-channel commerce platform and we understand there is also strong interest from a number of other leading airports around the world. We are excited that Auckland Airport’s introduction of the technology will be a first for any airport in Australasia. It will ensure that we deliver one of the most advanced digital airport retail experiences in the world and that we can significantly expand the range and type of products and services we offer to our customers.
“Today’s partnership announcement continues the digital transformation of Auckland Airport. It supports our ‘Faster, Higher, Stronger’ business strategy focus on strengthening our consumer business and builds on the recent launch of our mobile-first Strata loyalty programme. Importantly, it will help to provide our passengers with a one-of-a-kind personalised journey,” Barker concluded.
Auckland Airport is the largest and busiest airport in New Zealand and the second-busiest in Australasia. It handled over 19 million passengers in 2016. It is also the destination of the two longest non-stop, long-haul flights on the planet.
AOE’s major markets are in Europe, Australia and the US. Today, AOE says it is the leading open source web solutions provider in Germany, number three in Europe and among the top ten globally.
NOTE: Both Kian Gould and Richard Barker will appear in a key session on airport e-commerce, digital media and technological disruption at this year’s Trinity Forum in Bangkok (November 1-3). The full programme will be revealed this week. Click here for full event and registration details.