South Korea’s Shilla Duty Free saw unaudited revenue in the second quarter (ending June 2026) fall below 800 billion Korean won due to a year-on-year (YOY) double-digit decline in airport revenue following a concession exit from Incheon Airport (ICN) in April.
However, the company’s strategic focus on profitability is continuing to reap rewards, with another quarter in positive territory – and treble the retailer’s Q1 result.
In numbers, Q2travel retail revenue fell by –9.1% YOY to KRW772.6bn ($545m*)while operating profit increased to KRW36.4bn ($25.7m). In the same period in 2025, the company was loss-making to the tune of KRW11.3bn, indicating a solid turnaround in the three months to June. Moreover, the Q2 profit was three times that of Q1’s KRW12.2bn, which should give investors confidence that the ICN exit was the correct decision.
Image Credit: Hotel Shilla
A large Q2 revenue decline was inevitable.
As expected, airports see a downturn
Breaking down the travel retail revenue profile, parent company Hotel Shilla noted that downtown increased by +2% YOY and airports decreased by -17.4%. Having vacated the DF1 zone at Incheon Airport, it is now in the hands of returnee Lotte Duty Free. Shilla also has duty-free operations at the airports of Singapore Changi International (8,044sq m)and Hong Kong International (3,636 sq m).
Hotel Shilla – whose other, much smaller, business division isHotel & Leisure – added that it would continue to focus on profitability recovery in travel retail in the current quarter ending September. This, it said, is “in response to changes in the internal/external environment” of the market.
At the top line across the whole business, Hotel Shilla’s total consolidated revenue decreased by -5.2% YOY to KRW971.8bn, with operating profit soaring by +602% YOY to KRW61.1bn.
Shinsegae Duty Free reports strategic growth in Q2.
Shinsegae Duty Free has reported a period of strategic growth in Q2, with sales reaching KRW543 billion (approx. US$380 million*), according to the company’s 2026 2Q Earnings report, released on 11 August.
The figure represents a 10.3% decline, compared to the same period in 2025. However, operating profit for the quarter rose by 6.1% (OPM) to reach KRW33 billion, boosting total H1 operating profit to KRW44 billion – a positive turnaround compared to profit being in the red by KRW4 billion in H1 2025.
The results take Shinsegae Duty-Free’s H1 2026 sales to KRW1,132 billion – down just 3% yoy, but with operating profit up by KRW48 billion.
The Shinsegae company’s total sales reached KRW 6,36bn in H1 2026. This includes the turnover generated by its department store business, Central (Central City complex, commercial property and related businesses), Shinsegae International (fashion, beauty and lifestyle), CASA (furniture, home interiors and lifestyle products), and live shopping divisions.
Shinsegae attributed the stable profit base exhibited in its duty-free business in Q1 2026 to business restructuring, flagging ‘higher profitability from continued discount rate reductions’ and an ‘improved earnings structure following the DF2 exit’ at Incheon International Airport, as key factors.
At the group level this amounted to a 5.4% contribution, well below the department store division’s 71.3% share, and the reason the company had been pushing for better profitability in Q2.
In 2025, total sales for Shinsegae Duty Free reached KRW2,305 billion (approx. US$1.61 bn**), representing a 14.9% hike yoy, yet with operating profit negative KRW7 billion.
The final quarter of that saw saw the travel retail double down on profit-focused operations with improved inventory efficiency while at the same time battling a rent cost increase due to outbound passenger growth.
The travel retailer pulled out of the DF2 concession at Incheon Aiprort (ICN) on 28 April, citing the rent burden as the decisive factor. (The concession, covering cosmetics/perfumes and liquor/tobacco, is now with Hyundai Duty Free.)
Shinsegae Duty Free still has other concessions at ICN – it secured the concession for the DF4 zone (Fashion & Boutique) at the hub back in 2023, and has been developing the area into a curated ‘luxury fashion boutique zone’ ever since with boutiques from leading houses including Hermès, Louis Vuitton, Dior and Celine leading the way.
Image Credit: Shinsegae Duty Free
Cartier boutique at ICN Terminal 1.
On 12 March, it unveiled the reimagined Cartier boutique in Terminal 1 featuring a full selection of creations, including jewellery, timepieces, leather goods, fragrances and accessories.
More recently, over in T2, the travel retailer opened South Korea’s first-ever two-storey Louis Vuitton store at an airport. The expansion introduced a dedicated men’s section on the 4th floor, adding to the existing women’s store on the 3rd floor which launched in February 2025.
The exterior façade – inspired by the concepts of travel, movement, and light – will be completed by the end of the year.
Also in T2, Shinsegae Duty Free operates stores for luxury brands including Hermès (a double-façade store), Celine and Bottega Veneta.
At its flagship downtown Myeongdong store, shoppers can discover a leading labels such as Louis Vuitton, Hermès and Chanel alongside a vibrant roster of brand and retail experiences like the Medicube Forever Cherry pop-up marking the Korea debut of the highly anticipated collaboration collection with K-pop star Jang Wonyoung. This pop-up is running until 30 November.
*Conversion based on average exchange rate in 2026. ***Conversion based on average exchange rate in 2025.
The figures mentioned in this article are based on accounting revenue.
In April, WHSmith opened three new flagship stores in Heathrow terminals 3, 4 and 5, combining everyday travel essentials and pharmacy services.
London Heathrow is pivoting its convenience offer as blended retail takes a more central role. We examine some of the new concepts…
Capacity-constrained London Heathrow (LHR) managed growth of +0.7% last year to reach nearly 79.9m international passengers (and 84.5m in total), securing second place after DXB in ACI World’s busiest airports for international passenger traffic ranking. It also remained the only western European hub in the league table to be ahead of pre-Covid traffic.
One of LHR’s key advantages is that it is a very well connected gateway with 226 destinations and ranked first in OAG’s latest Top 50 Global Airport Megahubs Index. Not wanting to lose that advantage, it is pushing hard for a third runway that will enable it to expand its connections further and unlock faster passenger growth.
The project is being backed by a £49bn/$64.6bn* privately financed masterplan with an ambitious delivery timeline of a decade from now. As well as building a new runway, the ambitious project includes the addition of new terminals, plus new satellites for existing terminals. This could significantly expand the retail and F&B offer at the airport from its current 58,600sq m. Much of that is operated by Avolta which runs the main duty-free stores at the airport’s four terminals.
Revenue from retail concessions was under pressure last year. As the biggest component of the retail income stream, concessions brought in £293m/$386.5m, a -2.3% year-on-year (YOY) decrease. Catering made up for some of that decline, rising +7.9% to £96m/$126.6m helped by longer opening hours, while other retail components such as car parking and non-concession retail also made gains. This enabled total retail revenue to grow by +2.5% to £791m/$1,043.3m last year.
Blended retail makes headway to Heathrow
Nevertheless, with retail concessions in decline it looks like changes are afoot to adapt more fluidly to the way passengers shop – and to give them what they want in a more efficient and practical way.
Image Credit: Heathrow Airports Limited
Fraser Brown, Retail Director, Heathrow Airport.
This is encapsulated in the concept of blended or hybrid retail, and two examples were inaugurated this year when WHSmith opened three flagship stores in terminals 3, 4 and 5 in April, and Lagardère Travel Retail’s UK debut of its convenience/travel essentials brand Relay in T2 in May, with a further three stores scheduled to open progressively over the course of this year.
Both retailers’ formats are essentially one-stop shop concepts. WHSmith’s stores combine everyday essentials including a range of health and beauty products including its own-brand range called Roame, plus food and drink, coffee-to-go, tech accessories and pharmacy services under the Well Pharmacy brand, staffed by healthcare professionals.
Relay’s T2 offer is similar in that it brings to life travel essentials, food-to-go, pharmacy services, and souvenirs and gifts under one roof. Where it differs is that it has partnered with Waitrose – a recognisable, upscale national supermarket brand for its food-to-go offer – and with regional pharmacy, Paydens, for its pharmacy service. This includes a wellness range of beauty products that does not compete with the main duty-free store in the terminal.
Image Credit: Heathrow Airports Limited
Heathrow Airport Terminal 2 (The Queen’s Terminal).
The blended proof of concept was tested back in 2020 and is now in full flow. Fraser Brown, Retail Director at Heathrow Airport, tells TRBusiness: “We’re absolutely clear that blended retail is the right thing to do in the departure lounges at Heathrow where we are so tight on space. We all know that non-aeronautical income is under pressure. By blending everything together we’re using space intelligently and delivering a strong offer and a one-stop shop.”
Lagardère’s arrival on a big scale at Heathrow will step up competition at the hub. The French travel retailer’s CEO Frédéric Chevalier told TRBusiness: “Heathrow is a global flagship airport and Relay is the largest brand in its category in travel retail – it’s a message. Relay is a powerful brand and Heathrow wants the best.”
With a foot in the UK door, Lagardère is likely to push hard to establish Relay at other locations once it has proved its worth at LHR.
In duty-free, LHR is one of Avolta’s most important locations and CEO Xavier Rossinyol, told TRBusiness: “We super happy with the relationship we have at Heathrow. It works very well because our focus, and that of the airport and brand partners, is on the traveller, which is key.”
Lululemon at Heathrow Terminal 5.
Avolta has also been a strong advocate for hybrid retailing. Asked if we might see cafés in its Heathrow duty-free stores, anytime soon, Rossinyol said: “It will depend on what the passengers want and, of course, the physical limitations. Beyond that I am open to anything that improves the customer experience.”
Implementing DESO
At a strategic level, Heathrow is implementing a retail plan focused on digital, experience, space, and offer (DESO) and one example of that is its Reserve & Collect service, launched last year. Ross Baker, Heathrow’s Chief Customer Officer notes, too, that the passenger experience was boosted through new retail and dining options such as M&S Airside, Lululemon, and Five Guys in T5, alongside premium upgrades like the refurbished Windsor Suite and new lounges.
Image Credit: Heathrow Airports Limited
London Heathrow (LHR) turned 80 in May 2026. Poet David Larbi’s lyrical tribute to mark the occasion is visible only to passengers flying in and out of the hub.
Brown describes Heathrow as the “most intense place on the planet” to trade. “Per square metre, these are some of the biggest stores in the world for many of our retail partners,” he adds. LHR is routinely scouting the market to identify potential new entrants with the ability to reach a commercial deal with minimal disruption and delay, for example, by tendering locations to businesses that could make immediate use of a structure “as is”.
The airport is also in continued dialogue with officials in the UK Treasury around pitching for an alternative solution for the reintroduction of VAT-free shopping for departing passengers. It is also eyeing the opportunity to introduce duty-free shopping for arriving passengers.
In a June 2026, investor report, Heathrow noted further commercial progress such as a new VIP online booking portal, the introduction of premium retail and F&B brands, and says that works are “progressing well” for its T5 departure lounge luxury zone.
Image Credit: Heathrow Airports Limited
Conceptual image of Heathrow’s third runway.
The airport also saw a benefit from the closure of airspace in the Middle East in Q1 2026. This led to an increase in transfer passengers across LHR’s network, bumping up traffic by +3.7% YoY to 18.9 million. In turn, retail revenue grew by +5.3% in the period. While the hub has temporarily absorbed demand from elsewhere, passenger numbers for the rest of the year are likely to be negatively impacted if significant uncertainty in the Middle East persists.
The expectation for 2026 is that passenger volumes will fall below guidance published in December 2025. Evaluating the potential implications of further conflict escalation, rising fuel costs, and weakening consumer confidence, all of which are downside risks to passenger demand, LHR says the best scenario is that it will achieve 2025’s traffic level of 84.5m, but in the worst case this could fall to 80.1m.
*Based on the average exchange rate in 2025: GBP1 = USD1.319.
This feature first appeared in the Top 10 Airport report in the July issue of TRBusiness. Click here to read.
Snapshot of DDF’s gleaming retail offering in Concourse C.
Dubai International reigned supreme in 2025, with retail performing strongly. This year the story is very different as the hub navigates the impact of external events.
For the 12th year in a row in 2025, Dubai International (DXB) was crowned the world’s busiest international hub by global airports association ACI World. With record traffic of 95.2m, DXB pulled away from number-two ranked, London Heathrow, creating a gap of more than 15m passengers.
The United Arab Emirates (UAE) airport’s core retailer, Dubai Duty Free (DDF), also had its best ever year. Sales surged by +9.9% year-on-year (YOY) to AED8.68 billion (US$2.38 billion) with the retailer’s Managing Director, Ramesh Cidambi, describing 2025 as “a truly historic year”, helped by an effective strategy to increase penetration, improve conversion, and drive transaction values.
The MD added: “Our 2025 performance is due to the resilience and dedication of the team under difficult conditions combined with great support from our suppliers and brand partners. They have increased customer engagement and spend… while breaking records in 10 out of 12 months during the year.”
That resilience – which saw DDF’s growth in sales exceeded passenger traffic by about 5% – will certainly be needed this year. The 28 February US-Israel attack on Iran and subsequent conflict has heavily impacted the United Arab Emirates (UAE). Airspace and route disruptions led to a March traffic collapse of -65.7% YOY to just 2.5m passengers. In March 2025, traffic hit 7.3m which means that in a single month DXB lost 4.8m passengers, a stark illustration of the conflict’s impact – with the repercussions ongoing.
Q1 traffic down -20.6%
An X post on 4 May from the Dubai Media Office, the government’s mouthpiece, noted that first quarter traffic at DXB fell to 18.6m, down -20.6% YOY. Much of that loss is from the high-spending transfer segment.
Image Credit: Emirates
Emirates introduced a Comprehensive Travel Cover travel insurance product in June, offering medical cover for conflict-related incidents, backed by airline-managed hotel accommodation and extended-stay support across a range of disruption scenarios.
A mid-May impact study from ACI Asia-Pacific & Middle East (ACI APAC & MID), based on the nine top airports in Middle East, estimated that in 2025, approximately 197 million passengers travelled between Asia-Pacific and western destinations (Europe, Americas and Africa) equivalent to 540,000 passengers daily. About 18% of them – roughly 97,000 passengers per day – connected through hubs in the Middle East, with Emirates at DXB, and Qatar Airways at Hamad International (DOH), taking the lion’s share.
ACI APAC & MID stated: “The restriction of Gulf airspace effectively removed nearly one-fifth of all east-west connecting capacity from the global aviation network within hours of the conflict’s onset, an event of systemic significance for international air transport.”
Dubai Airports, the state-owned operator of DXB, maintains that as conditions stabilise, the transfer segment “is expected to recover quickly” because it “cannot be readily absorbed elsewhere”.
Image Credit: DDF/Dubai Airports
Ramesh Cidambi, Managing Director, Dubai Duty Free and Paul Griffiths, CEO of Dubai Airports.
Paul Griffiths, CEO of Dubai Airports, said in a statement: “International transfer traffic through the Middle East region accounts for a major share of the global air travel market, with 22.4 million annual passenger journeys flowing through DXB, representing one third of the transfer traffic across the region’s hubs. Maintaining the smooth operation of DXB is therefore critical to keep global journeys moving.
Image Credit: Dubai Duty Free
DDF redesigned its Arrivals shops across Terminals 1, 2, and 3 at DXB just over a year ago.
“Our collective response to these challenges has sharpened our ability to adapt at pace. That readiness will enable us to accommodate returning demand as capacity is restored, reinforcing DXB’s role as a leading global hub, even as some regional routing constraints remain.”
Those constraints might not be short-lived. While Emirates has put back 96% of its global network, the CEO of the world’s most profitable airline, Sheikh Ahmed bin Saeed Al Maktoum, admits that “we are still operating at a lower passenger capacity than pre-disruption”, but added, “Dubai’s place at the nexus of global commerce, trade and travel flows is unchanged”.
Communications lockdown
The conflict led to an immediate shut-down of sales-related press releases from DDF, with no publication of its first quarter 2026 performance as yet. From a Q1 customer perspective, India was DXB’s largest country market again, with 2.5 million travellers, followed by Saudi Arabia at 1.3 million, the UK at 1.2 million, and Pakistan at 918,000. London remained DXB’s busiest city destination with 752,000 guests, followed by Mumbai at 520,000, and Jeddah at 505,000.
Dubai Airports has also been guarded in its external communications and could not take part in this report for that reason. Looking ahead, the DXB operator was not able to provide any firm traffic forecast for the year given the still unstable conflict scenario. Dubai Airports says only that the outlook for the year “remains underpinned by strong underlying demand”.
Image Credit: Emirates
HH Sheikh Ahmed bin Saeed Al Maktoum, Chairman & Chief Executive, Emirates Airline & Group.
However, the headwinds of elevated airfares (July-August flights to and from Middle East are priced at an average of +50% above pre-conflict levels), and travellers having already booked alternative destinations for summer vacations, will be formidable hurdles. As airspace capacity improves, DXB is actively increasing flight movements and working with airline and airspace partners to unlock additional network capacity.
For both DDF and Dubai Airports, the priority will be to bring passengers back to the airport and to the shops – particularly the more cautious leisure travellers on whom a significant part of Dubai’s economy is built. The emirate welcomed 19.6 million visitors in 2025.
This will require a big drive across multiple disciplines including aviation, tourism and hospitality. Based on past performance, Dubai has excelled at this, in part thanks to what Emirates Group’s CEO describes as “a cohesive aviation ecosystem”. So expect a big push for the rest of the year if conditions stabilise sufficiently.
This feature first appeared in the Top 10 Airport report in the July issue of TRBusiness. Click here to read.
The new space brings together Chanel’s fragrance, skincare and make-up categories alongside eyewear.
Chanel has opened a new standalone Fragrance & Beauty boutique at Toronto Pearson International Airport Terminal 1, strengthening the luxury house’s presence at one of Canada’s key international travel hubs.
Designed to offer travellers a more immersive and highly personalised beauty experience, the new space brings together Chanel’s fragrance, skincare and make-up categories alongside eyewear and exclusive travel-ready sets.
The boutique draws on both the heritage and modernity of the house, incorporating recognisable Chanel design codes alongside luminous tones and contemporary seasonal textures intended to evoke a sense of effortless summer elegance.
Among the highlights is the Les Beiges collection, designed to enhance natural radiance during the summer season. Travellers can also explore Chanel’s signature fragrances, skincare and make-up essentials, with products spanning daytime protection through to evening beauty routines.
The space also showcases the Spring/Summer 2026 Eyewear collection, featuring contemporary silhouettes alongside more timeless designs inspired by the Chanel summer lifestyle.
Travel-specific sets form another part of the assortment, giving passengers access to products and formats designed for beauty on the move.
Chanel said the boutique has been conceived as more than a traditional retail space, with a focus on discovery, craftsmanship, self-expression and personalised service designed to elevate the airport shopping experience.
The Chanel Fragrance & Beauty boutique is now open at Toronto Pearson Terminal 1 and will welcome travellers throughout the summer season.
The transaction further enhances Avolta’s position in the Caribbean by adding to its network a well-established travel retail platform with a diversified presence across multiple channels. Pictured: Aerial view of the island of Aruba.
Avolta has acquired a majority stake in Penha Duty Free Group, a duty-free operator in the Caribbean, strengthening its position in a number of top leisure destinations in the region.
Penha Duty Free Group operates 25 points of sale across Aruba, Bonaire, Curacao, Grand Cayman and St. Maarten, serving domestic and international travellers in airport, cruise ports and downtown retail locations.
The business operates under long-term concession agreements, with a weighted average remaining duration of more than 10 years. In 2025, it generated revenues of approximately CHF47 million (approx. US$56.7m).
This first step sees Avolta taking a 51% stake in the business, with the transaction providing a contractual pathway to 100% ownership by the travel retail and food & beverage powerhouse.
Avolta states the transaction is consistent with the company’s capital allocation framework, focusing on disciplined, value-accretive investments.
‘It is funded with available cash on balance sheet, has a negligible impact on leverage (less than 0.01x) and is expected to be immediately accretive to EBITDA margin, earnings per share, equity free cash flow and ROIC,’ reads a company announcement.
L-R: Jérôme Petit, Deputy CEO, Lagardère Travel Retail; Dariusz Sinkiewicz, Deputy CEO, Lagardère Travel Retail Poland; Jacek Kowalski, CEO, Warsaw Modlin Airport; Andrzej Kacperski, CEO, Lagardère Travel Retail Poland; Marek Mieształski, Chairman of the Supervisory Board, Warsaw Modlin Airport; Dariusz Jakubowski, Deputy CEO, Warsaw Modlin Airport; and Lucio Rossetto, Regional COO Europe & North America, Lagardère Travel Retail.
Lagardère Travel Retail Poland has opened a new retail and foodservice area covering nearly 700 sqm of commercial space at Warsaw Modlin Airport, introducing twonew concepts – Costa Coffee and 1Minute Smacznego – into the fold.
The new development marks one of Lagardère Travel Retail Poland’s largest single investments at the airport in recent years.
It comes as part of the airport’s planned infrastructure expansion, which includes the development of the passenger terminal, to cater to rising traffic numbers and traveller demand for convenient access to quality food, beverage and retail services.
“Warsaw Modlin is currently one of the fastest-growing regional airports in Poland, and our ambition is to support this growth by creating commercial spaces tailored to the specific needs of both the airport and its passengers,” said Dariusz Sinkiewicz, Deputy CEO of Lagardère Travel Retail Poland.
“We were pleased to take on this fast-track project. Tailor-made solutions are at the heart of our approach, and our two flagship foodservice brands – 1Minute Smacznego! and Costa Coffee in the Light format – are a perfect fit for the airport’s profile and passenger mix.”
The new commercial area will provide passengers with a total of 200 seats, with both Costa Coffee and 1Minute Smacznego operating in line with the airport’s flight schedule, serving customers from the first to the last Ryanair departure of the day.
Costa Coffee will offer premium coffee, desserts and a range of grab-and-go meals, including wraps, sandwiches and salads.
Meanwhile, 1Minute Smacznego!, Lagardère Travel Retail’s ‘foodvenience’ concept, will serve freshly prepared snacks and fast-food items alongside a variety of convenience products, groceries and travel essentials.
The outlet will also feature the ‘Przystanek Kawa’ coffee-to-go concept and solutions designed to streamline order collection and improve customer flow.
Image Credit: Lagardère Travel Retail
Costa Coffee will offer premium coffee, desserts and a range of grab-and-go meals, including wraps, sandwiches and salads.
“Rapid passenger growth requires the entire airport ecosystem to evolve at the same pace,” said Jacek Kowalski, CEO of Warsaw Modlin Airport.
“Expanding infrastructure is only part of the equation – developing the commercial offer is equally important. The project was delivered within a highly ambitious schedule, making close cooperation between all partners essential.
“Working together with Lagardère Travel Retail enabled us to create a new retail and foodservice area in a very short timeframe and adapt it to the needs of a growing number of passengers.”
The opening of the new units brings the total number of retail and foodservice outlets operated by Lagardère Travel Retail Poland to 13.
“One of the biggest challenges facing airports today is the ability to rapidly adapt infrastructure to changing passenger traffic,” said Lucio Rossetto, Regional COO Europe, Lagardère Travel Retail.
“In this respect, the project at Warsaw Modlin Airport was particularly demanding, as the development of the commercial area had to be delivered within a very ambitious timeframe.
“Thanks to the experience we have gained across hundreds of airports and railway stations worldwide, we are able to operate efficiently even in highly demanding environments.
“This kind of flexibility and ability to execute projects quickly will be among the key success factors for the travel retail industry in the years ahead.”
Warsaw Modlin Airport is one of the fastest-growing airports in Poland. In May 2026, passenger traffic increased by more than 160% year-on-year, while nearly 1.5 million travellers passed through the airport during the first seven months of the year.
Avolta has been awarded a seven-year duty-free contract at Netaji Subhash Chandra Bose International Airport (CCU) in Kolkata.
Under the agreement, Avolta will operate six duty-free stores across the airport, with two stores in departures and four in arrivals, expanding its duty-free footprint in India beyond its current operation at Bangalore Airport.
“This new contract at Kolkata Airport is an important milestone for Avolta in India,” said Freda Cheung, President and CEO Asia Pacific at Avolta.
“It marks our first entry into the airport and strengthens our position in one of Asia Pacific’s most dynamic travel markets. We will bring our global duty-free experience to a major gateway in eastern India, while continuing to build long-term partnerships that support Avolta’s growth in India.”
Located in eastern India, Kolkata is one of the country’s four major metropolitan cities and an important gateway for domestic and international travel, giving Avolta access to a significant airport serving a large regional catchment area.
Changi Airport recorded a 20% increase in wheelchair assistance requests between 2023 and 2025.
Changi Airport Group, in partnership with ground handler SATS, has begun the first phase of deploying autonomous wheelchairs at Changi Airport following successful passenger trials, as part of efforts to enhance mobility assistance for passengers with reduced mobility.
Operated and managed by SATS, the autonomous wheelchairs allow eligible passengers to travel more independently through the airport while reducing the need for one-to-one staff assistance. The service is designed to complement existing mobility support, enabling ground staff to focus on passengers requiring higher levels of care.
The rollout comes as demand for mobility assistance continues to rise. Changi Airport recorded a 20% increase in wheelchair assistance requests between 2023 and 2025, driven by growing passenger numbers and an ageing travelling population.
Supporting around 10% of Changi’s daily mobility assistance demand, the deployment forms part of SATS’ Hub Handler of the Future operating model, which uses automation to improve operational efficiency and service delivery.
The autonomous wheelchairs use advanced sensors to detect obstacles and navigate predefined routes within the airport’s departure transit areas. Safety features include seatbelt monitoring, an emergency stop button, an assistance call function and a rear basket for cabin-sized luggage. Each journey is monitored remotely by a SATS ground handling supervisor.
Passenger trials began in Terminal 3 in March 2025 before expanding to Terminal 2, with more than 13,000 passengers using the technology during the trial period.
Damon Wong, Senior Vice President, Airport Operations Planning at Changi Airport Group, said: “At Changi Airport, we are committed to making travel more comfortable and convenient for every passenger. For those with reduced mobility, navigating a large airport can be challenging.
Image Credit: Changi Airport Group
The autonomous wheelchairs use advanced sensors to detect obstacles and navigate predefined routes within the airport’s departure transit areas.
“The autonomous wheelchairs offer these passengers greater independence and convenience, while enabling frontline staff to provide more dedicated care to those who require higher levels of need. This marks another milestone in our CARE@Changi journey and reflects our ongoing efforts to strengthen mobility assistance and explore innovative solutions as demand continues to grow.”
Edwin Tan, Vice President, APS and Terminal Services at SATS, added: “This deployment marks another milestone in our Hub Handler of the Future journey, where automation and our people work together to deliver enhanced passenger experiences. By introducing autonomous wheelchairs alongside our existing fleet of manual wheelchairs, buggies and e-Caddies, we are giving passengers with reduced mobility more choice while improving resource utilisation, operational efficiency and service responsiveness.”
HH Sheikh Ahmed bin Saeed Al Maktoum, President Dubai Civil Aviation Authority and Chairman of Dubai Duty Free pictured with Ramesh Cidambi, Managing Director of Dubai Duty Free, Mohammed Al Hakim, President of UAE Operations at Crypto.com and Salim Dahman, Senior Manager of Marketing at Dubai Duty Free at last year’s signing of the MoU agreement with Crypto.com.
Dubai Duty Free (DDF) has introduced Crypto.com Pay, giving eligible UAE resident customers the option to authorise payments using their Crypto.com account at the checkout.
Dubai Duty Free is the first airport retailer in the Middle East to introduce the regulated digital payment solution, which can be used in-store or online at Dubai International Airport (DXB) and Al Maktoum International Airport (AMIA), and at dubaidutyfree.com.
Transactions are processed securely through Crypto.com’s regulated payment infrastructure, with settlement in UAE Dirhams (AED) to Dubai Duty Free.
The launch is the result of a strategic partnership between Dubai Duty Free and Crypto.com, announced in July 2025, which saw both organisations sign a Memorandum of Understanding (MoU) to explore blockchain-enabled payment solutions and broader digital innovation initiatives across Dubai Duty Free’s operations.
“Following the strategic partnership established through last year’s MoU, we are pleased to move into the roll-out phase with the introduction of Crypto.com Pay,” said Ramesh Cidambi, Managing Director of Dubai Duty Free.
“Available exclusively to eligible UAE residents through Crypto.com’s regulated payment platform, this launch reinforces our commitment to providing customers with greater convenience through innovative digital payment solutions while supporting Dubai’s vision of becoming a global leader in digital commerce.”
The rollout follows the regulatory framework established by the Central Bank of the UAE. Crypto.com is the first Virtual Asset Service Provider (VASP) in the UAE to receive a Stored Value Facilities (SVF) licence from the Central Bank of the UAE, enabling it to provide regulated payment services in accordance with the conditions of that licence.
“Dubai Duty Free is one of the world’s most recognised travel retail brands and one of the largest single airport duty free operators globally,” said Eric Anziani, President and Chief Operating Officer of Crypto.com.
“The launch of Crypto.com Pay marks another important milestone in expanding regulated digital payment solutions for everyday commerce. Customers benefit from a secure and seamless payment experience through Crypto.com Pay, while merchants receive immediate settlement in UAE Dirhams (AED).
“This collaboration reflects our shared commitment to delivering innovative payment experiences while supporting Dubai’s ambition to lead the future of digital commerce.”
Image Credit: Dubai Duty Free
Eligible customers can now use Crypto.com Pay when shopping at Dubai Duty Free both in Dubai International Airport (DXB) and Al Maktoum International Airport (AMIA), as well as online at dubaidutyfree.com.
The new payment option has been integrated into Dubai Duty Free’s existing checkout process, enabling eligible UAE resident customers to complete purchases using Crypto.com Pay while Dubai Duty Free receives settlement in UAE Dirhams (AED) through Crypto.com’s regulated payment infrastructure, in accordance with applicable regulatory and operational requirements.
When customers choose Crypto.com Pay at the in-store checkout, the point-of-sale system generates a unique Crypto.com QR code for the purchase amount in AED.
Customers can scan the QR code using the Crypto.com App and approve the payment directly from their wallet. Once the transaction is successfully authorised, the purchase is immediately confirmed through Dubai Duty Free’s existing point-of-sale system.
Customers shopping at dubaidutyfree.com can select Crypto.com Pay as a payment option during checkout.
A secure integration with Crypto.com generates a unique QR code, which customers scan using the Crypto.com App before confirming payment from their wallet. Upon successful authorisation, the order is immediately confirmed through Dubai Duty Free’s existing order management system.
Finally, those shopping on a mobile device will be redirected directly to the Crypto.com App after selecting Crypto.com Pay, allowing them to review and approve the transaction before seamlessly returning to Dubai Duty Free to complete their purchase.
The introduction of Crypto.com Pay complements DDF’s existing payment solutions including Apple Pay, Alipay and TerraPay. The launch supports the Dubai Cashless Strategy under the Dubai Economic Agenda (D33), which aims for 90% of financial transactions across the public and private sectors to become cashless by the end of 2026.
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