IRELAND. Aer Rianta International (ARI) today reopened its stores under The Loop brand at Dublin Airport. They have not traded since mid-March, when the Irish government ordered the closure of all non-essential retail to contain the spread of coronavirus. The openings will be followed by more in coming days across the ARI network, at Cork, Muscat and Beirut airports.
In preparation for reopening, ARI said that it conducted extensive consumer research to understand customer expectations, motivations and barriers to shopping in a COVID-19 environment. Findings were used to inform aspects of the customer journey, retail proposition, category, retail operation, staff training and marketing communication plans for reopening.
A series of measures have been taken to protect the health and safety of passengers and the ARI team. These are communicated to customers online and on social media through video and written communications. The measures reflect Ireland’s national COVID-19 guidelines, those issued by the European Aviation Safety Agency (EASA), the European Centre for Disease Prevention and Control (ECDC) and the Duty Free World Council.
- ARI strongly recommends that all passengers wear face masks or face coverings throughout their airport journey.
- Socially distanced and simplified queue management systems are in place, with floor graphics and signage visible throughout the stores.
- Cleaning processes have been enhanced, including sanitising of frequently touched products and surfaces. ARI will be asking customers to request testers from team members, if they are required. Passengers should limit unnecessary handling of products.
- Hand sanitising units are located throughout the stores.
- Protective screens are in place at checkouts.
- Customers will now scan their own boarding cards at the checkout desk.
- Use of contactless payment is encouraged, with limits increased to €50 and the addition of Apple Pay as a means of transaction.
ARI Director of Retail Ireland Paul Neeson said: “Our retail teams have worked tirelessly with the wider airport teams in Dublin and Cork to prepare for today’s reopening. There is genuine excitement to welcome our customers once again, but with an understanding that the warmest welcome is the safest welcome.
“All of our safety measures are in place and we have listened to customers in multiple focus groups about how they want to interact with our teams on our return. We have taken that feedback onboard and will reflect it in our engagement with customers. Our stores look great, and for many it will be their first opportunity to shop in our newly refurbished store in Terminal 2, Dublin.”
He added: “We thank our brand partners for their ongoing support in delivering the widest range of brands in Ireland, a great experience in-store and even more value for our customers, both in-store and online.”
ARI is also emphasising the online shopping opportunity through www.theloop.ie. Using the Click & Collect service, customers can buy using the website up to 90 days before they fly and collect their purchases in-store on departure or on arrival home. ARI has also begun an eye-catching omnichannel campaign to welcome customers back, heavily supported with category offers in-store.
ARI CEO Ray Hernan said: “We are delighted to see our Dublin stores open again. Today’s triumph, along with the reopening of Cork, Muscat and Beirut in the coming days, means we will reach a milestone in our recovery plan, with over half of our global network having resumed trading. We are making real progress. While we are very focused on operational recovery and there remains much uncertainty, we are confident in our vision and our strategy for long-term growth.”
Other ARI stores open include those at Bahrain International Airport, Riyadh King Khalid International, Larnaca and Paphos in Cyprus and ARI’s (distribution) operation in Qatar.
ARI said that its global teams are “sharing customer behaviour learnings, best practices and innovative experiences to enable delivery of the ultimate customer experience in this new world”.
