 |
Frankfurt Airport welcomes 1 million Chinese passengers each year; its Personal Shopper service should help drive penetration and spend among this key nationality |
GERMANY. Frankfurt Airport has introduced a Personal Shopper service for Chinese passengers.
The Personal Shopper staff, who speak fluent Mandarin, give passengers tips on shopping, provide them with general information about orientation and facilities at Frankfurt Airport, and assist them in obtaining refunds on value-added tax (VAT) before returning home. On request, Fraport’s Chinese Personal Shoppers will escort Chinese passengers through the security check and onward to their departure gate.
The Personal Shoppers are also familiar with the culture, preferences and needs of this growing passenger group, said Fraport. Initially started as a pilot project lasting several weeks in the summer, the Personal Shoppers programme proved to be a success and is now a regular service, the company added.
Fraport said in a statement: “Gratefully accepted by Chinese passengers, the Personal Shoppers quickly won the confidence of Chinese passengers and helped them communicate. After arriving home, many passengers praised Frankfurt Airport’s personal service to their acquaintances and business associates. As a result, more and more visitors arriving from China are now requesting assistance from a Chinese Personal Shopper. No advance registration is required and the Personal Shopper service is free of charge.”
The Chinese Personal Shoppers are part of Fraport’s “˜Great to Have You Here!’ service quality programme, which comprises a wide range of new services aimed at making visiting, departing, arriving and transferring easier at Germany’s largest aviation hub. About one million passengers from China now fly to Frankfurt Airport each year.
