FAB eZine

Safety and speed lead Schiphol strategy

A new F&B contactless ordering service typifies the updated approach to F&B and other services at Amsterdam Airport Schiphol.

Limiting physical transaction and leveraging the power of digital are front of mind for management at Schiphol Group as the company faces into a new post-COVID-19 world.

Its new thinking is exemplified by a pilot scheme at Amsterdam Schiphol with HMSHost International, which enables passengers to order food and drinks at the global restaurateur’s outlets in advance, using a QR code.

Travellers can scan a QR code from one of the physical banners or media screens located at and after the airport security check. This allows them to view participating restaurants, place their order, pay online and choose a time to pick up their order after security control.

Nearly all of the catering outlets in Lounge 1 (Schengen) are involved in the initiative, including Starbucks, La Place, Grand Café Het Paleis and Grab & Fly.

After the pilot period, Schiphol and HMSHost International – which has been the main F&B operator at the airport for the past 25 years – will evaluate whether the number of catering outlets will be increased. (As this edition published, HMSHost announced an eight-year extension to its long-held concession at Schiphol to 2036; click here for more.)

Quick and convenient: Grab & go in the post-COVID-19 era

Schiphol Head of Retail, F&B, Commercial Services Irene Muysson said: “This service offers various advantages. If passengers need to wait at security, they can spend their time with ordering a meal or drink. It also means they will not have to queue on arrival in the Lounge, as their order will be ready at the indicated time.”

HMSHost International CEO Walter Seib said: “It is only natural that we fast-tracked the development of our online order and payment platform.

The airport company told The Moodie Davitt Report that the crisis “required new solutions in retail and F&B that … contribute to safety, speed and convenience”.

Examples include its installation of vending machines for facemasks, gloves and sanitisers; the use of WeChat to engage travellers (notably from China) and more personalised services, with the opening of the Privium Express Lounge among other recent initiatives.

*An interview with Schiphol Group about how it is adapting to new consumer demands will appear in The Moodie Davitt Magazine for September, out in coming days.

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The Moodie Davitt eZine Issue 283 | 16 September 2020

The Moodie Davitt eZine is published 12 times per year by The Moodie Davitt Report (Moodie International Ltd). © All material is copyright and cannot be reproduced without the permission of the Publisher. To find out more visit www.moodiedavittreport.com and to subscribe, please e-mail sinead@moodiedavittreport.com

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