Airport Experience® News - Customer Service Issue 2025

INDUSTY INSIGHTS

In our Hudson retail stores, we are upgrading our user experience and expanding mobile point of sale to make it easier and faster to transact. In our duty free shops operated by Dufry , we are expanding self-checkout and our virtual assistant tools to engage with travelers. At the heart of our digital approach globally is a commitment to “digital hospitality” where we place travelers at the center of an omni-channel journey – one that connects and integrates physical and digital experiences. This complements the in-store experience and extends across every touchpoint, from 360° marketing campaigns, social media engagement, loyalty and other digital activations, all creating a seamless and connected experience throughout the traveler’s journey.

We’ve implemented technology that is intuitive, responsive and helpful, with a customer journey built to mirror the digital experience they are used to outside of the airport but crafted for the unique needs of an airport environment. Our ambition is to automate as much as possible and do it in a way that feels personal, while preserving human connections. Pursuing Digital Transformation Airports are pursuing digital transformation at different rates, which has created a space for Avolta’s HMSHost, Hudson, and Dufry to support our airport partners across the U.S. and Canada by unlocking opportunities.

Above: Avolta has a commitment to “digital hospitality” in airport retail and dining. Pictured are Bryant Park Market at John F. Kennedy International Airport’s Terminal 4 and Panera at Charlotte Douglas International Airport.

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AX NEWS OCTOBER/NOVEMBER 2025