New Travel Retail trends, Testing & Evaluation of future Airport Services November 2014

2 Methodology and Sample

3 Methodology & sample Methodology  Participants of this survey were recruited by m1nd-set interviewers before taking an international flight at randomly selected departure gates at different airports in the Asia-Pacific region  Travellers completed a questionnaire in the form of an online survey  Survey length: approx. 10 min  Questionnaire available in English  Fieldwork was conducted in July 2014 Sample  Travellers living in the Asia-Pacific region  Nationalities covered: China, Singapore, Japan, Australia, New Zealand, Taiwan, Malaysia, Indonesia, Thailand, India, Hong Kong and Other Asian-Pacific travelers  Total sample size of the Q2 wave: N = 2287

4 Multiple Channels: Interest in receiving Information on the Airport Duty Free selection before the trip

5 Interest in Receiving Information About DF selection before the Trip & Preferred Way of Access Q19: How interested would you be in receiving information on the airport Duty Free selection of products before your trip?/Q20: How would you prefer to access the information on the offer of brands and products in Duty Free? Base: Total (2287) DEGREE OF INTEREST PREFERRED WAY OF ACCESSING THE INFORMATION 41% of respondents stated that they were «extremely interested» (10%) or «very interested» (31%) in receiving information about the Duty Free selection of products before their trip.

6 Interest in Receiving Information About DF selection before the Trip – by Nationality (1/2) ** indicates a significant difference compared to “Total” Q19: How interested would you be in receiving information on the airport Duty Free selection of products before your trip? Base: Total (2287) Travellers feel:

7 Interest in Receiving Information About DF selection before the Trip – by Nationality (2/2) ** indicates a significant difference compared to “Total” Q19: How interested would you be in receiving information on the airport Duty Free selection of products before your trip? Base: Total (2287) Travellers fells:

8 Preferred Way of accessing the Information by Nationality ** indicates a significant difference compared to “Total” Q20: How would you prefer to access the information on the offer of brands and products in Duty Free? Base: Total (2287)

9 Multiple Channels: Interest in Different Duty Free Services

10 Interest in Pre-ordering products online and pick them up in the DF shop at the airport Q21: Please have a look at the following Duty Free services and for each of them let us know how interested you would be in using it when buying in Duty Free?/Q22: For which Duty Free product category (-ies) would you be interested in using the following service? Base: Total (2287) DEGREE OF INTEREST FOR PURCHASES IN THESE TOP 5 CATEGORIES… 32% of the respondents stated that they were «extremely interested» (8%) or «very interested» (24%) in pre-ordering products online and pick them up in the DF shop at the airport.

11 Interest in Pre-ordering products online and pick them up in the DF shop at the airport – by Nationality (1/2) ** indicates a significant difference compared to “Total” Q21: Please have a look at the following Duty Free services and for each of them let us know how interested you would be in using it when buying in Duty Free? Base: Total (2287) Travellers feel:

12 Interest in Pre-ordering products online and pick them up in the DF shop at the airport – by Nationality (2/2) ** indicates a significant difference compared to “Total” Q21: Please have a look at the following Duty Free services and for each of them let us know how interested you would be in using it when buying in Duty Free? Base: Total (2287) Travellers feel:

13 Pre-ordering products online and pick them up in the DF shop at the airport for Top 5 categories – By nationality (1/3) ChinaSingapore JapanAustralia Q22: For which Duty Free product category (-ies) would you be interested in using the following service? Base: Total (2287) ** indicates a significant difference compared to “Total”

14 New Zealand Taiwan Malaysia Indonesia Pre-ordering products online and pick them up in the DF shop at the airport for Top 5 categories – By nationality (2/3) Q22: For which Duty Free product category (-ies) would you be interested in using the following service? Base: Total (2287) ** indicates a significant difference compared to “Total”

15 ThailandIndia Hong KongOther AsPac Pre-ordering products online and pick them up in the DF shop at the airport for Top 5 categories – By nationality (3/3) Q22: For which Duty Free product category (-ies) would you be interested in using the following service? Base: Total (2287) ** indicates a significant difference compared to “Total”

16 Q21: Please have a look at the following Duty Free services and for each of them let us know how interested you would be in using it when buying in Duty Free?/Q22: For which Duty Free product category (-ies) would you be interested in using the following service? Base: Total (2287) DEGREE OF INTEREST FOR PURCHASES IN THESE TOP 5 CATEGORIES… 36% of the respondents stated that they were «extremely interested» (13%) or «very interested» (23%) in pre-ordering products online and have them delivered to their seat in the aircraft. Interest in Pre-ordering products online and have them delivered to your seat in the aircraft

17 Interest in Pre-ordering products online and have them delivered to your seat in the aircraft– by Nationality (1/2) ** indicates a significant difference compared to “Total” Q21: Please have a look at the following Duty Free services and for each of them let us know how interested you would be in using it when buying in Duty Free? Base: Total (2287) Travellers feel:

18 Interest in Pre-ordering products online and have them delivered to your seat in the aircraft– by Nationality (2/2) ** indicates a significant difference compared to “Total” Q21: Please have a look at the following Duty Free services and for each of them let us know how interested you would be in using it when buying in Duty Free? Base: Total (2287) Travellers feel:

19 Pre-ordering products online and have them delivered to your seat for Top 5 categories – By nationality (1/3) Q22: For which Duty Free product category (-ies) would you be interested in using the following service? Base: Total (2287) ** indicates a significant difference compared to “Total” ChinaSingapore JapanAustralia

20 New Zealand Taiwan Malaysia Indonesia Q22: For which Duty Free product category (-ies) would you be interested in using the following service? Base: Total (2287) ** indicates a significant difference compared to “Total” Pre-ordering products online and have them delivered to your seat for Top 5 categories – By nationality (2/3)

21 Q22: For which Duty Free product category (-ies) would you be interested in using the following service? Base: Total (2287) ** indicates a significant difference compared to “Total” Pre-ordering products online and have them delivered to your seat for Top 5 categories – By nationality (3/3) ThailandIndia Hong KongOther AsPac

22 Q21: Please have a look at the following Duty Free services and for each of them let us know how interested you would be in using it when buying in Duty Free?/Q22: For which Duty Free product category (-ies) would you be interested in using the following service? Base: Total (2287) DEGREE OF INTEREST FOR PURCHASES IN THESE TOP 5 CATEGORIES… 46% of the respondents stated that they were «extremely interested» (17%) or «very interested» (29%) in buying in the Duty Free shop before their flight and pick up their purchases when they return from their trip. Buy in the DF shop before your flight and pick up the purchases when you return from your trip

23 Buy in the DF shop before your flight and pick up the purchases when you return from your trip – by Nationality (1/2) ** indicates a significant difference compared to “Total” Q21: Please have a look at the following Duty Free services and for each of them let us know how interested you would be in using it when buying in Duty Free? Base: Total (2287) Travellers feel:

24 Buy in the DF shop before your flight and pick up the purchases when you return from your trip – by Nationality (1/2) ** indicates a significant difference compared to “Total” Q21: Please have a look at the following Duty Free services and for each of them let us know how interested you would be in using it when buying in Duty Free? Base: Total (2287) Travellers feel:

25 Q22: For which Duty Free product category (-ies) would you be interested in using the following service? Base: Total (2287) ** indicates a significant difference compared to “Total” ChinaSingapore JapanAustralia Buy in the DF shop before your flight and pick up the purchases when you return from your trip: Top 5 categories – By nationality (1/3)

26 New Zealand Taiwan Malaysia Indonesia Q22: For which Duty Free product category (-ies) would you be interested in using the following service? Base: Total (2287) ** indicates a significant difference compared to “Total” Buy in the DF shop before your flight and pick up the purhcases when you return from your trip: Top 5 categories – By nationality (2/3)

27 Q22: For which Duty Free product category (-ies) would you be interested in using the following service? Base: Total (2287) ** indicates a significant difference compared to “Total” ThailandIndia Hong KongOther AsPac Buy in the DF shop before your flight and pick up the purhcases when you return from your trip: Top 5 categories – By nationality (3/3)

28 Q21: Please have a look at the following Duty Free services and for each of them let us know how interested you would be in using it when buying in Duty Free?/Q22: For which Duty Free product category (-ies) would you be interested in using the following service? Base: Total (2287) DEGREE OF INTEREST FOR PURCHASES IN THESE TOP 5 CATEGORIES… More than half of the respondents (51%) stated that they were «extremely interested» (23%) or «very interested» (28%) in buying in the Duty Free shop and have the products delivered directly to their home. Buy in the DF shop before your flight and have the products delivered directly to your home

29 Buy in the DF shop before your flight and have the products delivered directly to your home – by Nationality (1/2) ** indicates a significant difference compared to “Total” Q21: Please have a look at the following Duty Free services and for each of them let us know how interested you would be in using it when buying in Duty Free? Base: Total (2287) Travellers feel:

30 Buy in the DF shop before your flight and have the products delivered directly to your home – by Nationality (2/2) ** indicates a significant difference compared to “Total” Q21: Please have a look at the following Duty Free services and for each of them let us know how interested you would be in using it when buying in Duty Free? Base: Total (2287) Travellers feel:

31 Buy in the DF shop before your flight and have the products delivered directly to your home : Top 5 categories – By nationality (1/3) Q22: For which Duty Free product category (-ies) would you be interested in using the following service? Base: Total (2287) ** indicates a significant difference compared to “Total” ChinaSingapore JapanAustralia

32 New Zealand Taiwan Malaysia Indonesia Q22: For which Duty Free product category (-ies) would you be interested in using the following service? Base: Total (2287) ** indicates a significant difference compared to “Total” Buy in the DF shop before your flight and have the products delivered directly to your home : Top 5 categories – By nationality (2/3)

33 Q22: For which Duty Free product category (-ies) would you be interested in using the following service? Base: Total (2287) ** indicates a significant difference compared to “Total” ThailandIndia Hong KongOther AsPac Buy in the DF shop before your flight and have the products delivered directly to your home : Top 5 categories – By nationality (3/3)

34 Multiple Channels: Services that could be offered by Airports in the Future

35 Appeal of future Airport Services (1/2) Q23: These services that could be offered by airports in the future (or made more broadly available than nowadays). Please select the services (between 1 and 5) than you find more important and that you would be more likely to use. Base: Total (2287) Share of travellers who chose: Future airport services (or making them more broadly available) such as the generalization of WiFi or pop up notifications about passengers’ trip, would be greatly appreciated by travellers.

36 Appeal of future Airport Services (2/2) Share of travellers who chose: Q23: These services that could be offered by airports in the future (or made more broadly available than nowadays). Please select the services (between 1 and 5) than you find more important and that you would be more likely to use. Base: Total (2287)

37 ** indicates a significant difference compared to “Total” Appeal of future Airport Services – Top 5 By nationality (1/3) Q23: These services that could be offered by airports in the future (or made more broadly available than nowadays). Please select the services (between 1 and 5) than you find more important and that you would be more likely to use. Base: Total (2287) ChinaSingapore JapanAustralia

38 New Zealand Taiwan Malaysia Indonesia ** indicates a significant difference compared to “Total” Appeal of future Airport Services – Top 5 By nationality (2/3) Q23: These services that could be offered by airports in the future (or made more broadly available than nowadays). Please select the services (between 1 and 5) than you find more important and that you would be more likely to use. Base: Total (2287)

39 ** indicates a significant difference compared to “Total” Appeal of future Airport Services – Top 5 By nationality (3/3) Q23: These services that could be offered by airports in the future (or made more broadly available than nowadays). Please select the services (between 1 and 5) than you find more important and that you would be more likely to use. Base: Total (2287) Thailand India Hong Kong Other AsPac

40 Demographics

41 Sample Structure 75% 25% GENDERAGE Q24: Gender/ Q25: How old are you? Base: Total (2287)

42 Occupation Q27: Which of the following best describes your occupation? Base: Total (2287)