GERMANY. Heinemann Duty Free has launched a home delivery service, allowing passengers flying within the European Union to have purchases delivered to a German address.
In combination with a newly optimised online shopping site and its Heinemann & Me loyalty programme, the new initiative marks a new stage in the development of the retailer’s “˜out of store’ business.
The service will initially be available to passengers across the European Union – at Heinemann locations including those in Germany, Austria and Italy – travelling on intra-EU flights. The introduction follows a successful 18-month trial at Hamburg Airport, said Gebr Heinemann Managing Director for Retail Raoul Spanger.
“The take-up among customers has been very good,” said Spanger. He noted that the service is a natural fit with Heinemann’s existing web-based pre-ordering system, which allows customers to order from home and pick up products from dedicated points within stores.
 |
Heinemann is promoting the new service through its award-winning advertising campaign |
“It was a logical move to merge the two together and offer travellers the option to order conveniently online and have items delivered directly to their homes. Gebr. Heinemann’s core business remains the bricks-and-mortar travel retail market, but that now also involves giving our customers the usual outstanding level of service quality whenever they want it.”
Customers must be aged 18 or over, with a valid email address, delivery address within Germany and flight ticket. A flight data check by an external service provider will verify if the customer has a ticket valid for air travel within the EU.
Once validated, customers can place multiple orders within three months prior to their flight. Orders can be placed as long as the ticket remains valid (up to and including the date of departure).
Home delivery is initially only available for fragrances and cosmetics, wines, Champagnes, spirits, confectionery and specialty food products. A number of other categories will be added, although regulations prevent the delivery of cigarettes and other tobacco products.
 |
The service will be extended to other product categories (excluding tobacco) at a later date |
In some cases a maximum order volume within a four-week period applies – for example, three identical fragrances and cosmetics products or 24 bottles of spirits. Confectionery and fine foods can be purchased without restriction.
Delivery generally occurs within three working days, Heinemann said. Customers can also opt to request a specific delivery date within eight weeks of the order. Items can be returned within two weeks of purchase.
Popular special offer items are also available to order, and discounts from the Heinemann & Me programme can be applied. The service can also be used in conjunction with Air Berlin topbonus and Lufthansa Miles & More programmes, with miles earned each time the customer places an order. Miles cannot yet be redeemed when making a purchase.
