The Task
Airports Company South Africa (ACSA) appointed KILSA Group and architecture firm BENOY to develop a new retail planning and commercial strategy for its three largest airports: O.R. Tambo International (Johannesburg), Cape Town International, and King Shaka International (Durban).
Our task was to review existing retail operations, assess passenger behaviour and spending patterns, and identify opportunities to modernise the retail offer in line with global airport trends. We were also responsible for defining new business models for each major retail category and developing a comprehensive space and unit allocation plan that balanced local, regional, and international brands within a unified, commercially optimised environment. The project’s overarching goal was to enhance passenger experience and maximise non-aeronautical revenue performance across the three airports.
Our Approach
We began with a comprehensive diagnostic review of ACSA’s commercial portfolio, combining unit-level performance benchmarking, category productivity analysis, and spatial efficiency mapping. This was complemented by passenger segmentation and profiling, alongside an assessment of consumer behaviour and key commercial concept trends.
Working in collaboration with BENOY, we developed a new space and unit allocation plan, reorganising commercial zones to enhance visibility, accessibility, and passenger flow. Following the selection of a preferred design option, our team defined category-specific business models aligned with evolving market conditions, passenger expectations, and brand positioning trends.
Finally, we recommended optimal business models and target financial conditions for each commercial unit—providing a critical input to the tender and selection process and supporting the delivery of the defined strategic objectives.
The result
The resulting concession program and optimised retail layouts delivered a modern, high-performing commercial environment for all three airports, integrating global standards with strong local identity.
The optimised space plan introduced a more balanced category mix, greater presence for regional and South African brands, and a more engaging, guest-focused retail experience.
The project provided ACSA with a strategic roadmap for future concession planning, ensuring long-term competitiveness and transforming its airports into vibrant, commercially sustainable gateways that reflect South Africa’s culture and international connectivity.