Customers

In 2025, Avolta continued to strengthen its customer proposition across travel retail and food & beverage by focusing on convenience, relevance, well-being, sustainability, and trust. Our approach combines data-driven insight, flexible store formats, and digital engagement to meet the evolving needs of travelers across diverse markets and travel contexts.

Customer Insights and Data-driven decisions 
Understanding customer behavior across different travel moments remains central to Avolta’s strategy. In 2025, customer insights were gathered through in-store and online surveys, transactional data, and digital interaction metrics. These insights confirmed continued demand for premium, sustainable, and health-conscious offerings, alongside a strong preference for localized assortments, personalization, and technology-enabled convenience. Insights were actively translated into operational decisions, including assortment localization, store layout adjustments, and targeted promotions aligned with passenger profiles and flight schedules. Customer data continues to be reviewed and integrated across the network to improve relevance, operational efficiency, and conversion.

Retail and F&B Innovation
Avolta’s retail and F&B innovation is guided by its Stores of the Future concept, which emphasizes flexibility, digitalization, and experiential design. In 2025, further progress was made in adapting store layouts, category mix, and visual merchandising using real-time inputs such as passenger nationality, travel patterns, and sales performance.
Targeted brand activations, curated assortments, and sustainability-focused concepts were deployed to enhance customer engagement while supporting efficient use of space and inventory. These initiatives are designed to ensure customers encounter relevant brands and services at the right moment in their journey.

Health and well-being and conscious consumption 
Responding to changing lifestyle expectations, Avolta continued to expand its health and well-being offer across both retail and F&B. During 2025, new retail and F&B brands were introduced, with a focus on plant-based, organic, and ethically sourced products. The Taste and Wellbeing Food Program, developed by Avolta’s Culinary Council, broadened its range of dietary options to reflect diverse nutritional needs and preferences.

The program builds on the Council’s Hybrid Positive Nutrition framework, combining sustainability considerations, nutritional science, and culinary innovation in transit environments. In addition, low- and no-alcohol beverage ranges were expanded across duty-free and F&B outlets, reflecting growing demand for mindful consumption. The mind.body.soul. shop-in-shop concept continued its rollout, offering wellness-focused assortments in a calming retail environment.

Sustainability
Avolta continued to expand its Sustainable Product Identification Initiative in close collaboration with brand partners. The initiative highlights products meeting defined sustainability criteria, including plastic-free, recyclable or refillable, vegan, palm oil-free, and community-supporting attributes. By the end of 2025, the initiative covered 1,976 products from 31 global suppliers. Clear in-store and digital tagging supports customers in making informed and conscious purchasing decisions.

Digital Engagement and Loyalty
Digital engagement plays an increasingly important role in supporting the customer journey before, during, and after travel. Avolta’s digital tools, including the Club Avolta loyalty program and the Reserve & Collect pre-purchasing platform, enable early engagement, personalization, and convenience. Club Avolta continued to provide customers with access to rewards, tailored promotions, and exclusive experiences across retail, duty-free, duty-paid, and F&B outlets, as well as with selected partners. Members receive promotion notifications tailored to their preferences when approaching the airport, helping to attract them to Avolta’s shops and F&B outlets, increasing traveler conversion. The program is also woven into entertainment activations, driving recruitment and using gamification to drive sales. Reserve & Collect continued to expand and is now available at 188 locations in 46 countries, enabling customers to pre-order products online and collect them at the airport. In Italy, the My Autogrill loyalty program continued to operate alongside Club Avolta, offering rewards, discounts, and customer services tailored to the local market.

Recertification of Avolta Supplier Code of Conduct expanded to
further retail and F&B suppliers.

Customer care and after-sales service
Delivering consistent and reliable service remains a core priority. In 2025, Avolta’s customer service teams assisted 353,341 customers globally through phone, email, and online channels, providing multilingual support and standardized after-sales processes. Avolta remains the only global operator in the sector to offer a global return guarantee, allowing customers to replace, refund, or exchange
products purchased in its travel retail stores within 60 days. This policy supports customer confidence and trust across international travel contexts.

Customer satisfaction, responsible marketing, and
product safety
Avolta is committed to responsible marketing, product safety, and compliance with all applicable regulations in the markets in which it operates. Products and food offerings comply with relevant health and safety standards, and the company works proactively with regulators, governments, and industry associations to promote responsible practices. Marketing and advertising activities are conducted in line with local requirements and cultural expectations. Suppliers are required to meet equivalent standards, including strict compliance with labeling and promotional regulations across all retail spaces, F&B outlets, and digital channels.

Customer privacy and data protection
As digital engagement and online services continue to expand, protecting customer data remains a critical priority.
Personal data is collected and processed in accordance with applicable legal requirements, including the EU General Data Protection Regulation (GDPR) and the Swiss Data Protection Law. Avolta applies robust cybersecurity measures, data protection policies, and internal controls, supported by regular training for team members handling personal data. Processes are continuously reviewed to ensure compliance with evolving regulatory requirements, including data access, correction, deletion, objection, and portability rights. Internal audits and intrusion tests further support the protection of customer information.

Industry recognition
In 2025, Avolta’s customer focus, innovation, and retail and F&B capabilities continued to receive recognition from industry partners. A full overview of awards received during the year is available on the Avolta website: Avolta Awards.

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