Heathrow case study: Reserve & Collect digital marketplace

Heathrow already had a Reserve & Collect service, which was largely operated by the Heathrow call centre. However, it was limited by high maintenance requirements, a limited number of products and manual fulfilment. Products of the individual retailers were entered manually, the product data came randomly in various formats.

The challenge of digital transformation of airports

The new digital marketplace was to replace the existing Reserve & Collect system, with Heathrow putting great emphasis on a scalable, future-proof solution with significantly reduced maintenance requirements and automated processes. The integration of existing and future services and third-party providers was also an important factor. 

Highlights:

• Digital Marketplace: All shops, products and airport services consolidated on one platform
• Digitalsed processes: Automation of product maintenance, order management and fulfillment
• Omnichannel Commerce: Seamless shopping experience across all devices, sales and communication channels

For more information, please visit: aoe.com/heathrow