Airport shopping

O’Hare Airport Terminal 5 gets a makeover

This week Chicago’s O’Hare Airport is celebrating the completion of a two-year, much-needed, $26 million project to renovate and update International Terminal 5.

Here’s a splashy video about the terminal put together by Westfield, the terminal developer, followed by a story I put together about the completion of the terminal renovations that posted first on the Runway Girl Network.

ORD Food Court Before T5

Before the terminal upgrade began, just about all of the dining and retail options in T5 were located pre-security, which made it hard for travelers to feel at ease taking advantage of any dining and shopping option before passing through the security checkpoint and heading for their flights.

Now it’s a completely different story:

ORD Goddess and Grocer

The Goddess & Grocer, a locally-owned and operated gourmet deli working in partnership with Metropolis Coffee Company, a local, small batch coffee roaster, is now the main pre-security dining venue. On the menu: deli sandwiches, ready-made salads, handmade chocolates, cookies and other desserts that can be eaten there – with friends or family members who have come to the airport to see you off – or packed to take with you on the plane.

ORD NEW TSA CHECKPOINT

There a completely reconfigured TSA checkpoint that’s “more streamlined and easier to get through,” said Karen Pride of the Chicago Department of Aviation and, just beyond that, a 10,000 square-foot, pass-through duty free shop like those that now seem standard in many European airports.

Inside the terminal, travelers will find a wide variety of new restaurants and retail shops, including many Chicago brands. There are also redesigned public spaces and many welcome new amenities.

ORDXpresSpa

The airport’s branch of XpresSpa is here offering massages, manicures, pedicures, facials and hot shaves. A wide variety of bath and body care products are also available for purchase and include Chicago-based Abbey Brown Soaps and the Beelove line of lip balm and skin care products, which are made with some of the honey from an apiary on airport property.

The restrooms pre and post-security have all been updated and there is now plenty of lounge-style seating throughout the common areas equipped with power outlets and USB ports for charging devices.

Expanded dining options include a food court, or “dining lounge,” with three quick-serve outlets: Wow Bao (Asian dishes with modern flair), Urban Olive (fresh salads) and R.J. Grunts Burger & Fries, and, for sit-down meals, a branch of the popular downtown Chicago restaurant, Hub 51.

Wow Bao - a new Asian cuisine option in Terminal 5 at ORD_photo Harriet Baskas

Other food outlets in the terminal now include Big Bowl (potstickers, noodle and stir fry dishes, salads, etc. with an emphasis on locally-sourced ingredients), Tocco (a wine bar and Italian eatery), a branch of Tortas Frontera by Chicago chef Rick Bayless (popular elsewhere in the airport) and Kofe powered by Intelligentsia (gourmet coffee and tea, light fare).

Shoppers will be able to browse the offerings from Salvatore Ferragamo, Michael Kors, Vosge Haut-Chocolate, I Love Chicago, Swatch, Emporio Armani, Hudson (newsstand and travel essentials) and others.

The new shops, retail outlets and fresh amenities at Chicago’s International Terminal 5 have been gently rolling out during the past two years. But now that the final pieces are in place, there does seem like there’s plenty to celebrate and enjoy.

(My story about O’Hare Airport’s Terminal 5 upgrade first appeared on the Runway Girl Network.)

Souvenir Sunday at Hong Kong Int’l Airport

It’s Souvenir Sunday – a day to take a look at some of the fun, inexpensive and locally-themed items you can find when you’re stuck at the airport.

This week’s treats come from the Hong Kong International Airport.

Colorful bags of candy are everywhere –

P1020543

As are gift boxes of cakes and cookies of all kinds –

P1020490

All things Mickey – and Minnie – Mouse – seem quite popular –

P1020520

But I wanted to buy pretty much everything at the airport branch of the Designgallery shop, stocked with creative and innovative Hong Kong-made products.

P1020506

Greetings from Vancouver International Airport

BEAR

Vancouver International Airport (YVR) is one of the world’s top notch airports, with amenities that range from the in-airport Vancouver Fairmont Hotel (which has a fish butler), to spas, a dentist, a medical clinic, a liquor store and a 7-Eleven.

There are also, of course, plenty of shops offering everything from maple syrup to high-end handbags.

maple

But, with a four-hour layover in the international terminal I discovered one basic travel amenity that was missing.

Not one shop in the International Terminal sells pantyhose.

I tried leaving the international transit area to go the pre-security side so I could pick up a pair at the 7-Eleven, but no dice.

“Once you’re in the transit area, you cannot leave,” the staff person at the Information Desk told me. “But there are several stores that sell woolen socks.”

I tweeted my frustration while walking in and out of every single shop. And I received no outpouring of empathy and support.

Just this Tweet:

ScreenHunter_56 Mar. 24 06.56

Cherry Blossom Festival at Washington’s Airports

From now through April 14, Washington’s airports are having a Cherry Blossom Festival with everything from cherry blossom-themed cocktails and food to pink-lighted displays.

DC PINK NATIONAL AIRPORT

Reagan National Airport has pink lighting shining through the glass block walls in the stairwells in the parking garages and banners in front of all of the terminals.

At both Reagan and Dulles International airport, food and retail specials include cherry blossom shirts, handbags, and other apparel; cherry blossom pink martinis and other cherry blossom themed beverages, donuts with cherry blossom pink frosting, custom cherry blossom nail designs and more.

DC CHERRY TREES

Snack Saturday at Orlando Int’l Airport

Is it a theme park, a mall, a hotel lobby or an airport?

MCO LOBBY

Who cares?

If you’ve got a few hours to wait for a flight, Orlando International Airport is great place to do it.

Especially when it is Snack Saturday and you’re on the look-out for a few food-related souvenirs.

I found these salt & pepper shakers and Gummi Space Shuttles at the airport’s Kennedy Space Center gift shop.

MCO - S&P space

mco gummi space shuttles

Pop-up shops popping up at airports

Denver International Airport _RT70 -new kiosk selling local ski-resort related items.

Route 70 Resort Wear kiosk at Denver International Airport

They’ve worked well in malls and on upscale shopping streets. Now pop-up retail shops and restaurants are becoming more common in airports.

For London’s Heathrow Airport, pop-ups offer the ability to provide “seasonality and variety to passengers and the opportunity to test new concepts and brands,” said Hazel Catterall, Heathrow’s head of fashion.

In addition to frozen yogurt in the summer, artisan chocolate at Easter, flip-flops and sandals during the summer and specialty gifts in the spring, “we introduce relevant popups to match the travel theme such as ‘BBC Doctor Who’ products during the program anniversary to coincide with the summer holidays,” said Iona Harper, Heathrow’s experience delivery manager.

Copenhagen Airport has hosted pop-up restaurants, where top Danish chefs took turns serving special tasting menus from an open kitchen. And every few months a different company creates a pop-up in the “Brand Box” in the airport’s main tax-free shop. Right now outdoor clothing and gear company, Yeti, is in the CPH brand box with a special fitting room offering customers a place to try on down jackets at icy cold winter temperatures.

Copenhagen Airport_Yeti Pop-Up Shop allows travelers to try on clothes in cold temperatures. Courtesy CPH Airport

Copenhagen Airport – Yeti Pop-Up shop allows travelers to try on clothes in the cold.

Airports in the United States are hopping on the pop-up bandwagon as well.

In October 2013 JetBlue hosted a three-day Farmers Market at T5 at JFK Airport _courtesy JetBlue

In October 2013, JetBlue hosted a three-day Farmers Market in T5 at JFK International Airport. “That was such a successful pop-up experience that we’re now looking at how we can integrate it more on a regular basis,” said JetBlue spokeswoman Tamara Young.

DCA_HickoryFarms pop-up_courtesy Hickory Farms via Twitter

During this past holiday season, Hickory Farms tested the idea of a Holiday Market shop at Ronald Reagan Washington National Airport. In the Delta Terminal of LaGuardia Airport in New York, the eco-friendly lifestyle and fashion website Zady set up a pop-up shop selling jewelry, accessories, handbags, clothing and home goods.

“From a business standpoint, it’s a great idea,” said Ramon Lo, editorial director of Airport Revenue News. “Short-term leases can give vendors a chance to dip their toes into the airport arena and build awareness for street-side locations,” while allowing airports to vet new operators and, often, fill unused spaces, he said.

This past January, when San Francisco International Airport reopened United’s renovated Terminal 3, Boarding Area E, two spaces for pop-up shops with year-long leases were included alongside new restaurants and retailers that will be there much longer.

“We wanted to provide new, small business owners an opportunity to operate at SFO without the cost of an expensive build out,” said airport spokesman Doug Yakel. “If the shops are successful, they can propose on another space at the airport in the future. If they are not successful, at least they don’t have huge bills to pay going forward.”

For the next year, the work of local and regional artists will be on view at SFO in the Collector pop-up, while organic olive oil, skin care products and other items will be sold at the pop-up shop operated by Marin County-based McEvoy Ranch.

SFO_McEvoy Ranch Pop Up_Courtesy SFO

While the shop has been open less than a month, “we’re experiencing fast-paced growth,” said McEvoy Ranch co-proprietor Nion McEvoy. “With upwards of 20 new flights slated to be added by the airline in March, we’re confident that sales will continue to increase.”

Temporary retail stores selling Broncos and Seahawks memorabilia did very well this year at Denver and Seattle International airports, as did the Hudson News pop-up shops at Newark Liberty International Airport during Super Bowl week.

It can often take some negotiation with airports to secure the space for pop-ups, “but airports are motivated and sometimes ask for these pop-ups because they of course share in the benefit of the sales,” said Hudson Group spokeswoman Laura Samuels.

Increased sales for an existing tenant – and the desire to help out local lovebirds – is why Austin Bergstrom International Airport makes room in the bag claim around Valentine’s Day for Amy’s Ice Creams to set up a low-tech pop-up shop (a cloth-covered table with a cash box, chairs and a cooler) selling chocolate truffles and pink egg cartons filled with chocolate-covered strawberries.

AustinBergstrom Airport_Amys IceCreams Valentine's Day pop-up in bag claim_Courtesy Sandy L. Stevens, Austin-Bergstrom

Courtesy Sandy L. Stevens – Austin-Bergstrom Int’l Airport

 

“The airport doesn’t charge extra for this or other any pop-up,” said airports spokesman Jason Zielinski. “We receive a set percentage of total sales for all concession operations, so an increase in sales generated by pop-ups also produces an increase in revenue for the airport.”

At Denver International Airport, a Retail Merchandising Unit (RMU) cart and kiosk program in place since September 2011 offers 38 spots that often function as pop-ups.

The program offers entrepreneurs and small business owners agreements that last from three months to a year and most go to Denver or Colorado-based concepts that have featured everything from solar-powered accessories and emergency supplies to jewelry, vitamins and handmade candy and chocolates.

“Some stay on and get new agreements, but usually a third if not half will turn over on an annual basis,” said Deborah Kravitz, owner of program operator Provenzano Resources.

Route 70 Resort Wear, which sells branded T-shirts and sweatshirts from Denver-area ski resorts along Route 70 for at least six months, is the newest kiosk to open at Denver International Airport. And any day now, Pink Slip, a shop selling boutique and brand-name boxers and T-shirts for men and tights, stockings and other “basics” for women, will open for five months at LaGuardia Airport’s Terminal B, in the space formerly occupied by Brookstone.

“This will help us get a read on if this is something travelers want without us having to go into the investment of a longer term lease,” said shop co-owner and airport concessions consultant Ellery Plowman of Elleco. And because Pink Slip is renting the space in the gap between two long-term tenants, the airport gets a bit of extra revenue “and passengers see something new, unique and cool” instead of an empty space, said Plowman.

One company eyeing JFK, Heathrow and other hub airports as possible pop-up venues is Vancouver-based Indochino, an on-line custom clothing company for men that has a Traveling Tailor program.

“We had great success at our event in Grand Central Station with the kind of men who appreciate the convenience of a 30-minute appointment that results in a custom wardrobe,” said Kyle Vucko, Indochino co-founder and CEO. “And an airport pop-up store could resonate in the same way.”

The Indochino Pop-Up Store: Grand Central Station, New York City.

Indochino Pop-Up store at Grand Central Station, NYC

(My story about airport pop-up shops first appeared on USA TODAY in my February 2014 ‘At the Airport’ column.)

Souvenir Sunday: 2013 recap

Souvenirs: Tokens of Travel, January 2013?June 2013

Souvenir shopping is one way to spend the time when you’re stuck at the airport. Especially if you can find gifts that are inexpensive, a bit offbeat and “of” the city or state you’re in.

Here are some of the souvenirs we’ve featured on Stuck at The Airport this year in our Souvenir Sunday feature:

At Louisville International Airport, we found grass; Kentucky Certified Bluegrass

LouisvilleKentuckyBluegrass

At Salt Lake City International Airport, we spotted snowflakes made of salt from the Great Salt Lake:

SLC SNOWFLAKE

At Vermont’s Burlington International Airport we found a flat penny machine:

Burlington flat penny

And at Idaho’s Boise Airport, we learned that these Spud Buddies all but fly off the shelves.

Spud Buddies

Don’t forget: if you’re stuck at the airport and find a fun, inexpensive and somewhat offbeat souvenir that has a link to the local town or region, please snap a photo and send it along to us here at StuckatTheAirport.com.

If your souvenir is featured on Souvenir Sunday, you’ll get a fun travel-related souvenir.

Heathrow’s personal shoppers goose sales

Heathrow Airport, Terminal 1, airside, departure lounge, Christmas decorations, December 2012.

 

Some people plan long layovers in large international airports so they can do holiday shopping in high-end, duty-free shops at a leisurely pace.

Others end up doing mad, last-minute gift-grabs at airport newsstands between flights.

London’s Heathrow Airport, with annual net sales of over $2.3 billion, believes both types of traveler can benefit from the services of a personal shopper. It offers such a service free, with no minimum spending requirement.

Travelers may request a personal shopper when they arrive at the airport, or book one in advance and send details about items of interest, preferences, the time they have on the ground, favorite brands and a shopping budget.

“By the time you arrive at Heathrow, your personal shopper will have pulled out suitable products and set them aside for you,” said the airport’s retail director, Muriel Zingraff-Shariff. “They’ll then escort you to each store and make new suggestions in line with your feedback.”

Since October, when the personal shopping program was expanded to everyone from a VIP-only service, hundreds have used it to buy everything from “a sandwich lunch to a gold and diamond watch” from the airport’s 300-plus retail outlets, Zingraff-Shariff said.

Arranging for items to be sent from a store in one terminal to a shopper in another is no problem, according to personal shopper Violetta Koltay. “But sometimes our biggest challenge is reminding passengers they have a plane to catch,” she said.

With more than 5.8 million passengers expected to pass through Heathrow this Christmas season, the services of the personal shoppers are even more in demand.

Koltay and other shoppers say passengers are seeking iconic U.K. products such as English tea, Scottish salmon and single malt whisky, as well as items made popular by the Royal Wedding, the Olympics and the birth of Prince George.

“The desirability of British brands has never been higher,” said Heathrow personal shopper Dana Jaber, “Visitors are keen to take home a little piece of the U.K. for their own Christmas celebrations.”

Heathrow’s personal shoppers have also noticed other trends among international travelers:

  • English tea sold at the airport over Christmas is popular with Chinese passengers as a gift item.
  • Turkish and Japanese passengers are key buyers of Scottish malt whisky “and are keen to understand the heritage of each bottle they purchase to take home.”
  • Middle Eastern passengers are enlisting the assistance of personal shoppers to buy Scottish salmon, which is packaged and sealed for flight.

While a convenient amenity, personal shoppers no doubt contribute to an airport’s bottom line. According to a Heathrow spokesperson, while the average transaction value there is about $62 (£38), transactions rise to an average of about $1,625 (£1,000) when a personal shopper is used.

According to Airports Council International (ACI), revenue generated from retail rentals made up 27 percent of nonaeronautical income for airports worldwide in 2011—7.5 percent more than in 2010. (The ACI report tallying 2012 figures will be published in March 2014.)

“Retail has become a major source of revenue for airports,” said Raymond Kollau founder of Airlinetrends.com. “In fact, with the decline of sales via traditional retail stores at high streets and shopping malls, many consumer and luxury brands … are looking to open stores at airports, as this travel retail is still seeing a healthy increase each year.”

One problem is that many international passengers face a language barrier when shopping at an airport, Kallou said.

“Research found that having a knowledgeable personal shopping proactively approaching them to assist in a more educated and quicker purchase is very much appreciated.”

Kollau said that Frankfurt Airport was the first airport to introduce a personal shopper service for Chinese passengers at the end of 2012, followed by a similar service for Russian passengers this past October.

Heathrow’s personal shoppers speak a total of 11 languages, including Russian, Arabic, Spanish, French and Portuguese.

“I can imagine that Aéroports de Paris, operator of Charles de Gaulle Airport, which is the major gateway for Asian travelers to Europe, is keeping a close eye on how the service is being received at Frankfurt and London Heathrow airports, and will likely introduce a similar service soon,” said Kollau.

(My story about Personal Shoppers at Heathrow Airport first appeared on CNBC Road Warrior)

 

DFW Airport will ship your gifts for free

DFW FREE SHIPPING ALT

 

Many airports host gift-wrapping stations during the holiday travel season to encourage and help out travelers doing some last-minute shopping on the fly.

But this year Dallas/Fort Worth International is upping the ante and not just wrapping gifts purchased at the airport; it’s offering to ship gifts purchased at the airport for free.

“Our marketing staff was doing research into what customers were interested in,” said airport spokesman David Magaña, “And while free shipping wasn’t a big request from leisure travelers, it was on the part of the business travelers, who make up most of our customer base. We took it to our retailers and 90% said they were in.”

Launched Nov. 22, the “You Shop, We Ship” program is in effect through Dec. 24, and is available to travelers who purchase an item valued at $50, $75, $100 or more, depending on the concessionaire.

For travelers who don’t need a gift shipped but would like to show up at their destination with wrapped presents, the airport is also providing a gift-wrapping kiosk near Gate 24 that will be open daily from 1-5 p.m. through Christmas Eve. Purchases valued at $50 or more will be wrapped for free.

DFW has a yoga space, free Wi-Fi, walking paths and a branch of the Minute Suites nap center. A Centurion Lounge for American Express card holders opened in mid-October.

“We’re keenly interested in making sure we put our best customer service forward,” said Magaña, “especially for the holidays.”

(My story: Dallas/Fort Wort airport will ship your gifts for free first appeared on Today in the SKy on USA Today.

Passenger spending is up at airports

Liquor Library

The Liquor Library operates in a unique space in Las Vegas—the baggage claim of Terminal 1 at McCarran International Airport. For the past year, it has been offering passengers and their greeters the opportunity to shop for—and sometimes sample—beer, wine and liquor while waiting for checked baggage.

“There’s no airport concession like this anywhere,” said Liquor Library spokeswoman Diane Boyle. “People come to Las Vegas to get their party on, and we’re the first stop.”

Passengers are spending more money on the ground as air terminals are offering unique retail and local restaurant options, according to a new survey from the Airports Council International-North America.

Options range from a Mattel-branded shop at the Los Angeles International Airport to the trendy ICE Dishes and Drinks lounge, offering offering $14 cocktails and 25 premium vodkas at Chicago O’Hare.

ICE Drinks

Those new options to spend fit right in with a nationwide trend that hearkens back to the early 1990s, when Pittsburgh International Airport introduced its shop and restaurant-filled AIRMALL.

“Airports are listening more to passengers and introducing new retail and dining concepts. As a result, the spending trend in these categories is gradually going up,” said Aneil Patel, economics and research manager for the Airports Council International-North America, which conducted the study.

During 2012, the median amount spent by departing passengers at North American airports was $5.15 on food and beverage and $3.31 on retail items.

In 2011, passengers spent an average of $5 per boarding on food and beverage and $3.10 on retail items. In 2010, it was $4.69 and $2.91, respectively.

That may not seem like a lot, but it adds up. According to the Federal Aviation Administration, travelers spent $553 million on food and beverage items and $630 million on retail items during 2012 in U.S. airports alone.

In the ACI-NA survey, more than half of the airport respondents said they now have retail and dining options that are airport-specific or reflect a local or regional brand.

For its survey, ACI-NA tallied information supplied by 94 airports representing 79 percent of passenger traffic in the United States and 48 percent of traffic in Canada.

Some other highlights from the survey:

*Airports are making good use of carts and kiosks: 36 percent have retail carts and 39 percent have kiosks offering food and beverage items. This is not only convenient for passengers in a hurry, but creates opportunities for small, local businesses to try out new concepts at airports, said Patel.

*Automated retail units (think upscale vending machines) are becoming more popular. They’re in 50 percent of the responding airports, and most have gross sales of more than $100,000 per year.

In addition to the Best Buy machines now familiar at many airports, Boston Logan International Airport has an Automatic Apparel kiosk installed in June 2012 that dispenses T-shirts, socks and underwear as well as sunglasses, roll-up ballet flats and toiletries—all at prices under $15.

Cosmetics companies are also using this model: 3FLOZ has kiosks selling travel-sized items at John F. Kennedy International Airport, Dallas/Fort Worth International Airport and four other airports. Benefit Cosmetics also has automated kiosks at 10 airports with a goal of being in 25 by the end of the year.

To help promote these dining and shopping opportunities to travelers, airports are offering mobile apps. The ACI-NA survey found that 39 percent of airports now have their own mobile apps and of those, 78 percent actively use that tool to let passengers know what shops and restaurants are nearby and which may be offering specials.

“That’s a good service for passengers,” said Patel, “But one that’s still in a bit of a trial-and-error phase for the airports.”

(My story about passenger spending at airports first appeared on CNBC Road Warrior)