The Task
One of the world’s largest airports appointed a global management consultancy firm to evaluate and recommend the most suitable duty-free operator to lead and strengthen its retail business. To support this work with detailed operator-level insight and specialist industry expertise, the consultancy firm engaged KILSA Group to provide an in-depth assessment of leading international airport retailers, including their capabilities, operational strengths and weaknesses, and overall strategic fit for the airport’s retail ambitions.
Our Approach
We conducted a comprehensive assessment of leading international Duty-Free operators, reviewing both their global portfolios and performance across key airport locations. The scope included a detailed evaluation of operational and financial performance, day-to-day operations, management practices, and each operator’s commercial strength and competitiveness across different airport environments.
Our analysis covered concept strategy and brand mix, product assortment and pricing, customer service standards, staff training programmes, merchandising execution and marketing effectiveness, store design and layout quality, and the application of digital and omnichannel initiatives. Particular focus was placed on each operator’s alignment with local passenger profiles, the adaptability of concepts to varying market conditions, and their ability to maximise revenue and passenger engagement across diverse airport contexts.
The result
The client appreciated the depth and quality of analysis, the structured evaluation framework, and KILSA Group’s final recommendation. As a result, the airport has proceeded with the next phase of the project, using the findings as a foundation to support the selection process and strengthen its future retail operating model.