In con­ver­sa­tion... with Ste­fan Pater­mann, ceo Re­tail in Mo­tion

Onboard Hospitality - - Inside This Issue -

Ste­fan Pater­mann, ceo Re­tail In­mo­tion, looks to the fu­ture as he tells us how his team de­signs re­tail and tech so­lu­tions for over 40 air­lines

Re­tail IN­MO­TION has seen tremen­dous growth as a 360° on­board re­tail provider in the past two years. We are a young, ag­ile com­pany full of cre­ative, am­bi­tious, prob­lem solvers striv­ing to change how this in­dus­try works.

We man­age fully-out­sourced on­board re­tail pro­grammes for some of the world's largest air­lines. We are es­pe­cially strong in Eu­rope, where we work with over 50% of the con­ti­nent's air­lines, but we're mov­ing into the Amer­i­cas and Asia too.

In the short-term, we're fo­cused on rolling out our soft­ware so­lu­tions and aim to stay ahead of the curve by cre­at­ing game-chang­ing tech­nol­ogy, prod­ucts and ser­vices which drive an­cil­lary rev­enue.

One of our big­gest chal­lenges has been scal­ing up to meet the growth in on­board re­tail. Five years ago, we had only one cus­tomer, to­day, we're work­ing with air­lines on five con­ti­nents. Our in­te­gra­tion into the LSG Group has cer­tainly helped.

Our key goal is to an­tic­i­pate and meet the needs of the in­dus­try by com­bin­ing strong, re­li­able so­lu­tions with ag­ile and in­no­va­tive soft­ware. We aim to solve prob­lems in cre­ative ways.

While there will al­ways be a strong mar­ket for air­line cater­ing and culi­nary ex­cel­lence for long-haul op­er­a­tions, we see a clear trend to­wards sig­nif­i­cant and steady growth in on­board re­tail in mi­dand long-haul oper­a­tion. In Eu­rope, 67% of all air trav­ellers re­ceive an on­board re­tail ser­vice. Other mar­kets glob­ally are mov­ing in this di­rec­tion too, es­pe­cially Latin Amer­ica, the Mid­dle East and Asia.

We fo­cus on tech­nol­ogy and prod­uct so­lu­tions that give air­lines com­plete con­trol over their an­cil­lary scheme and reach pas­sen­gers when and where they want to be reached. I firmly be­lieve that the way air­lines in­ter­act with cus­tomers will fun­da­men­tally change in the next decade. That's why we have started to de­liver our end-to-end re­tail plat­form, con­nect­ing pas­sen­gers through­out the en­tire travel chain to an­cil­lary ser­vices.

We have also de­vel­oped so­lu­tions like mo­bile pay­ments, IFE/re­tail in­te­gra­tion, com­pre­hen­sive pre-or­der­ing and re­li­able data col­lec­tion that take the guess­work out of prod­uct se­lec­tion.

It's im­pos­si­ble to deny the fi­nan­cial ben­e­fits of a well-de­vel­oped, well­func­tion­ing on­board re­tail pro­gramme and I think that across the travel re­tail mar­ket, man­agers see that. Add in the per­son­al­i­sa­tion and choice these pro­grammes bring pas­sen­gers and it's a win-win all round.

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