Cannes_2026_TUESDAY_ISSUE_DIGITAL

“Commercial success and a positivepassenger experience go hand-in-hand” T his morning’s workshop – ‘Global travel retail pulse: Opportunities in customer growth’ – will hear from Arthur Reijnhart, Chief Commercial Officer, Royal Schiphol Group, in a panel discussion bringing together consumer research, executive perspectives and market analysis to explore how the industry can strengthen its relevance in a rapidly changing travel landscape. “At Schiphol, we have learned that long-term value starts with putting the traveller at the heart of what we do,” Reijnhart explained. “A few years ago, we shifted our focus across the entire airport from volume and cost efficiency towards quality and satisfaction. This shift has also changed how we think about the role of commercial activity within the airport. The key message I want to share is that commercial success and a positive passenger experience go hand- in-hand. When travellers value their time at the airport, commercial performance follows naturally.” The aim is for Schiphol to feel like a “homeport” for world travellers: a place where people feel welcome, confident and at ease. “That means passengers can expect more from us than simply getting from check-in to the gate. We want their journey to be convenient but also enjoyable,” said Reijnhart. “This changes the role of retail. It is no longer a standalone commercial activity, but an integral part of the overall passenger experience. That is why we are investing across the airport in better passenger flows, new and improved lounges and surprising retail concepts such as Today Duty Free and the Rituals Mind Oasis.” Schiphol is currently undergoing the largest transformation of the total airport in its history, and Reijnhart looks forward to sharing some of the lessons learned along the way. “At the same time, I am equally interested in hearing how others are addressing changing customer expectations, digital innovation and the future of travel retail.” Unlocking the next chapter of travel retail growth Arthur Reijnhart, Chief Commercial Officer, Royal Schiphol Group: “The key message I want to share is that commercial success and a positive passenger experience go hand-in-hand. When travellers value their time at the airport, commercial performance follows naturally.” Denise van Wijk, Principal, Retail and Consumer Goods, Oliver Wyman Pierre-Alexandre Koch, Partner, Retail and Consumer Goods, Oliver Wyman T his morning’s workshop – ‘Global travel retail pulse: Opportunities in customer growth’ – will provide compelling insights into a bespoke study conducted exclusively for TFWA by Oliver Wyman. Denise van Wijk, Principal, and Pierre-Alexandre Koch, Partner, from the firm’s Retail and Consumer Goods team, will present the key findings and identify emerging growth opportunities. Ahead of the workshop, they shared how, after several years of recovery, the outlook for travel retail is finally positive. “Passenger traffic is growing and the industry has a real opportunity to return to growth. However, the next chapter will look different from the last. The geographic mix of travellers is shifting, younger generations have different expectations, and consumer demand is fragmenting into increasingly specific needs and expectations.” One of the key messages Denise van Wijk and Pierre-Alexandre Koch want to leave with the audience is that travel retail needs to give travellers a stronger reason to shop. “Price remains relevant, but it is no longer enough on its own,” they explained. “Travellers – particularly younger ones – increasingly value relevance, quality, convenience and the opportunity to discover something new. This creates an opportunity for travel retail to evolve from a proposition historically anchored in price advantage and captive footfall towards one that makes discovery a genuine reason to enter, explore and purchase.” Denise van Wijk and Pierre-Alexandre Koch added that capturing this opportunity will require the industry to understand travellers at a much more granular level. “Rather than treating passengers as broad demographic or regional segments, brands, retailers and other industry players need to understand the specific needs, missions and demand spaces behind each journey,” they shared. “Travel retail has access to unique data across the traveller journey; using it more effectively can help the industry tailor propositions, make discovery more relevant and ultimately convert growing passenger traffic into sustainable growth.” Tuesday 29 September 2026 26 T F W A D A I L Y