AUCKLAND AIRPORT: ACE CLICK & COLLECT
Challenge
Portland partnered with Lagardère Travel Retail to support the launch of a new Duty Free Arrivals store at Auckland Airport in December 2015. The ambition was to create a world-first concept that would transform the customer experience through innovation and convenience. The solution needed to be highly digital, theatrical, and capable of handling large pre-ordered duty free allowances efficiently.
Approach
We collaborated closely with Lagardère Travel Retail to understand their vision for a technology-driven retail experience. Our focus was on integrating digital innovation into the passenger journey while ensuring the concept aligned with Aelia Duty Free’s brand promise of exclusivity and engagement.
The centerpiece of the design was ACE (Automated Collection Experience), a robotic system that automates the collection of pre-ordered goods. Standing four metres high and capable of lifting up to 150 kg, ACE was engineered to deliver purchases within 30 seconds in an entertaining and seamless way. The installation required significant structural reinforcement to accommodate its scale and weight.
Results
The ACE concept marked a global first in airport retail, positioning Lagardère Travel Retail as an industry innovator. Customers can now order duty free goods online and collect them via ACE, enjoying a faster, more convenient, and theatrical experience. This breakthrough reinforces Aelia Duty Free’s ‘Here and Nowhere Else’ promise, creating a distinctive and memorable retail moment at Auckland Airport.
