Retail: Terror scare hits WDF

World Duty Free, the BAA-owned retail operator at seven of the UK’s leading airports was dramatically affected by the terror alerts that paralysed British airports last month.

The UK and US were placed on the highest level of threat warning. Unsurprisingly, the ensuing chaos was a major blow to the world’s leading travel retailer.

“On the first two days after the scare we were selling very little. There were lots of different messages about what passengers could carry,” explains Mark Riches, WDF managing director. Hardest hit were the stores at Heathrow T3 & T4 and Gatwick South, which carry heavy North American traffic.

As the drinks business went to press (two weeks after the alerts) normal service had resumed at all regional airports. Riches anticipated a prompt normalisation at the three most affected locations. BAA retail manager Colin Hargreaves explains that an extensive advertising campaign was immediately initiated to inform customers what they are allowed to buy.

“We are never surprised by the challenges we face in the aviation industry. Of course, security is paramount,” says Riches. “It is important that we put out a single, unambiguous message.” Looking ahead, he is confident that the “resilient” travel retail industry will “bounce back quickly” from this brief crisis.

© db September 2006