Air services provider, Dnata, has opened a dedicated inflight retail ‘centre of excellence’ in London, UK, a specialist unit that will create tailor-made on-board retail programmes for airline customers, with the aim of helping them maximise ancillary revenues.
The retail-focused unit will align global technology, innovation, strategy and planning, supporting Dnata’s existing retail programmes and helping ensure reliable delivery. Dnata will provide its airline customers with a range of ‘off-the-shelf’ services, from product development, digitalised sales channels and technological solutions, through to cabin crew engagement, product design and accounting. The flagship product is an end-to-end fully outsourced retail programme, though a range of additional managed service options can be delivered as required.
The centre will be led by Alan Hayes, who currently leads retail for Dnata’s UK catering operation and has managed retail programmes for more than 15 years for some of Europe’s largest carriers.
Robin Padgett, divisional senior VP at Dnata catering said, “We have seen significant growth with our core retail customers in recent years, particularly in driving pre-order capability and lifting on-board sales performance through reward, recognition and engagement of cabin crew. Our dedicated unit will further enhance our ability to provide best-in-class retail programmes and on-board innovation to our customers.
“The Covid-19 pandemic has seen airlines rapidly explore additional revenue opportunities. We’re working closely with our airline customers to help them maximise ancillary revenue on-board while improving on-board experience and choice for passengers.”
Dnata’s retail team is backed by Dnata Catering, a global inflight hospitality provider. In 2019, the company’s 12,000 dedicated employees produced over 110 million meals, serving full service, low-cost and VIP carriers from more than 60 locations.