Unibail-Rodamco-Westfield (URW) has taken a minority interest in Servy, which offers an enterprise self-service platform for hospitality. The two firms have entered into a strategic alliance that will capitalize on the accelerating digital retail transformation and greater consumer expectations for safe, seamless and elevated customer experiences.
Under the deal, URW, which develops and manages airports, other transportation hubs and shopping centers, will support Servy’s Grab Airport Marketplace expansion and seek to deliver a more unified airport experience to benefit all stakeholders and customers. The Grab Airport Marketplace, launched in 2015, is the leading omnichannel airport e-commerce platform present in more than 80 global airports. The platform offers a digital connection between customer and concessionaire at multiple touchpoints – from mobile to kiosk to web.
In 2020, URW partnered with Servy to develop, operate and scale contactless digital order and fulfillment experiences at select airports within their portfolio. The result enables customers to seamlessly transact with airport restaurants and retailers from their mobile device without downloading an app. LAX Order Now, a partnership with Los Angeles World Airports (LAWA) which uses the platform, has become one of the most commercially successful programs in Servy’s global portfolio.
“We’re excited to build on our highly successful partnership with Unibail-Rodamco-Westfield to create enhanced value and benefits for all of our airport, airline, and commercial partners,” said Mark Bergsrud, founder and CEO of Servy. “Together, as an industry, we can continue to build the leading digital platform for airports and benefit from a global network. Our strategic alliance will help accelerate the growth of the Grab Airport Marketplace, adding scale and multiple distribution opportunities across the network for all participants.”
The companies said that under the partnership, Servy will draw from best practices learned in rollouts at LAX, Miami International Airport (MIA) and O’Hare International Airport (ORD), incorporating those practices across a global network of airport partners while also leveraging URW’s global footprint, expertise and relationships with leading brands and retail innovators to benefit all stakeholders across the Grab Airport network. The companies will also explore the application of the technology and digital hospitality experience at URW’s network of flagship shopping and lifestyle destinations, which collectively welcome more than 1 billion visits per year.
“Servy is a young, high-growth, entrepreneurial organization that is on the forefront of the digital customer experience,” said Mike Salzman, executive vice president and group director airports, Unibail-Rodamco-Westfield. “Our partnership builds on Unibail-Rodamco-Westfield’s commitment to connect the physical and digital customer journey in order to drive customer satisfaction and sales, as well as better anticipate and understand client and consumer trends. We are excited about expanding our collaboration to deliver more agile and scalable solutions that deliver unparalleled customer experience and enhances our offer to our airport, airline and commercial partners.”
URW joins other Servy strategic partner investors, including global leader in traveller experiences and loyalty, Collinson, in collaborating together to build a more integrated, traveler-centric digital experience across the journey.
