“Our vision is to be the world's favorite airport partner of choice.”

Mobility

How Aer Rianta International delivers an exceptional experience for customers and partners

ARI has a track record of delivering bespoke propositions

May 27, 2022

Aer Rianta International

Ray Hernan
CEO

Aer Rianta International

How Aer Rianta International delivers an exceptional experience for customers and partners

ARI has a track record of delivering bespoke propositions

May 27, 2022

Aer Rianta International

Ray Hernan
CEO

Aer Rianta International (ARI), the company grown from that original store, now has outlets airports across the world. Ray Hernan, Chief Executive Officer at ARI says that the drive to continue to innovate is strong:

“Our vision is to be the world's favorite airport retailer and partner of choice. Our purpose, the reason we all come to work every day, is to make the airport shopping experience the most eagerly anticipated part of every passenger journey.”

How does ARI achieve this? Anthony Kenny, Deputy CEO and Chief Commercial Officer at ARI says that working with brands to provide the right product is key:

“As customers become ever more discerning, brands are more challenged. ARI provides fantastic opportunities for brands to thrive by providing a global platform. We also have a captive audience, and we encourage our brands to provide travel retail exclusives. Because there's no imposition of taxes and duties, we have an opportunity together to provide great savings in all our locations.”

Siobhan Griffin, Chief People Officer at ARI says that as a customer-facing operation, looking after the people in the business is also crucial:

“Experience is everything for our business partners, customers and suppliers. For our employees, we are a future-focused organization: attracting, retaining and growing talent is key to achieving our vision and driving our business forward. Development programs allow people to excel in their current roles and also develop the skills, capabilities and competencies that are required to progress within the organization. Our teams drive our business.”

At every level in the company, ARI endeavors to answer specific needs of people and business, as Ray Hernan explains:

“We have a phenomenal track record of being flexible in our approach in dealing with airports, brands and teams. No two airports are the same and we always offer a bespoke proposition to the airport. Fundamental to meeting the customer's expectations today is to provide that omnichannel experience providing a world class proposition, both in store and online.”

The only way to achieve this, says Anthony Kenny, is to make management personal and understand how each airport ‘works’:

“As senior managers, we walk on the airport floor, which allows us to really understand how retail fits into the overall customer journey. We exist to provide an exceptional experience for our customers and to our partners. Our customer value proposition includes providing great savings and value, having a brilliant range, being brilliant at gifting, having great convenience for the customer, being hyper connected to the customer at all times, having an exciting environment and having a sense of place. That's all underpinned by building a sustainable future for both our customers and ourselves.”

Tracy Ross, Projects & Design Manager at ARI Middle East says that a sense of place is vital to ensure that the human touch is felt by customers:

“Our intention is to design stores using sustainable design principles, sourcing materials from sustainable suppliers, building and implementing in a sustainable manner. We draw very heavily from local inspiration to create designs that are unique to each location: over a period of 74 years, you will see that no two designs have ever been the same.”

The result is that customers feel they are experiencing something of the country they are in, even if they are only passing through the airport. Toni McDonald, Retail & Marketing Manager at Cyprus Duty Free says that this chimes with the wider aims of the company:

“ARI has a very simple, meaningful brand promise: experience is everything. We aim to deliver on that promise every day. Using a mix of dynamic digital assets and engaging in-store displays, we strive to make the biggest impact for each and every one of our customers in the shortest amount of time. We want to create magical moments in our shops for each and every customer to enjoy.”

For Anthony Kenny, it is important to hold both the heritage of the company in one hand and the future in the other:

“ARI is a leader in the industry. We invented duty free. We have made a difference and set the bar by being a trusted, flexible partner, continuously innovating and investing in our assets so that we remain relevant for the future. We know who we are, and we live the values and behaviors that underpin our brand. And we deliver on our brand promise: experience is everything.”

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