With its new vision for airport development, Westfield Corp. is focusing on creating a seamless experience for travelers throughout their entire journey.
“Today’s consumers expect more than concessions upgrades,” says Dominic Lowe, executive vice president of Westfield. “They want a seamless journey, one that’s connected physically and digitally, one that’s personalized to reduce the uncertainty, stress and tension today’s air travelers face. We’re excited to partner and co-invest with airports and airlines to develop and manage a cohesive customer journey that increases customer satisfaction and revenue.”
The strategy, what Westfield calls One Airport Journey. One Holistic Experience., is made up of four broad categories: create, curate, innovate and partner. The company wants to create an experience that is easy and fluid throughout travelers’ trips and curate concessions and retail programs that are diverse. In addition, it wants to innovate by launching a digital platform, as well as other products and services. Finally, Westfield wants to continue to partner with other companies to design, fund, build and manage the whole airport experience.
“Today, airlines and airports are competing fiercely on a global scale, and customers expect more,” says Ziba Ghassemi, senior director of design for Westfield Airports. “They want an efficient experience that provides them with time to shop, dine and relax.”
