Industry will cope, says WDF's Riches

James Featherstone

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Speaking to RavenFox.com today, World Duty Free managing director Mark Riches said that although the security situation remains serious, the industry will cope well

World Duty Free's Riches told RavenFox.com that customers need to be reassured that there is no blanket ban on liquid sales and that airside retailing is "among the most secure" operation in airports.

"It's obviously a serious situation, but to be honest we're used to disruptions and security concerns," he said. "The industry has a long history of dealing with major incidents and disruptions to the business and to customers. It's part and parcel of the industry we're in. But there's a well-oiled machine that swings into action where we communicate regularly with staff, customers and partners. This security threat was sudden, but we can cope. The staff are made of stern stuff and they've been through this sort of thing before.

Our absolute prime concern is the safety of our customers and staff -everything else is secondary to that.

There's a simple message to get out: passengers to North America cannot take any forms of liquid on board. So although there are no restrictions on what they can buy airside, in practical terms, they can't buy wines,
spirits or fragrances. We want to make it clear, though, that it only applies to travelers to the US. For all other destinations, there is no change. We think it's a sensible precaution, though, and we understand it's necessary. And we're supportive of that. But it's important for the industry to make sure the customers have clarity.

In fact, when you look at the situation unemotionally, the airside retail environment is one of the safest and most secure places in the airport, and sells the safest and most secure items to the public. It is a heavily regulated and secure environment. If you look at the products that are sold airside, it is known exactly what happens to them from warehouse to shelf.

Our suppliers have their own security protocols in place, as do we. We need to get it across just how safe the product environment is.

Things change in the industry. We work closely with our airport operation colleagues and all the regulatory authorities.  We have to be responsible, and we have to work with what's in front of us.  We have to do what is sensible.

I think it's reasonable to say that the industry will bounce back. It has historically responded robustly to recent global event of any magnitude, whether it's the SARS epidemic or European duty free restrictions or gate gourmet or whatever. In a way, we are a barometer for world events. But you knuckle down and deal with.  I am confident that the industry will get through this current challenge and will continue to be a very important part of the airport experience for the customer."