FAB 2024
Raising airport F&B consumer-centricity to a dazzling new level in Doha and Bangalore
Two of the wonders of the airport commercial world took centre stage at an entertaining and enlightening day one session featuring Qatar Duty Free Vice President, F&B Grant Fleming and Bangalore International Airport Limited Vice President Commercial Development Pravat Paikray.
Fleming spoke about the sharp growth in passenger traffic plus the diverse traveller mix at Hamad International Airport that helps to inform the commercial strategy. From there a profoundly ambitious food & beverage mission begins.
“Thabet Musleh [recently promoted to Qatar Airways Chief Retail & Hospitality Officer] and his team really took on the challenge and revolutionised the F&B offer at the airport in the past few years. They have created an incredibly exciting, consumer-centric range of restaurants that present something for everybody.”
Fleming discussed the blend of local and international with the recently opened Souq Al Matar representing the best of Middle East cuisine at the airport, the luxury lounge collaboration with Louis Vuitton plus dining options for all points in between.
“The exceptional commitment to our customer means that we are open 24 hours a day at every restaurant, backed by a large, dedicated and diverse team of chefs.”
Grant Fleming: From restaurant operations to true hospitality at Hamad International Airport
Qatar Duty Free’s culinary commitment was underlined by recent awards in the 2024 Qatar Chefs Challenge, made by the World Chef Association-affiliated Qatar Culinary Professionals F&B industry body.
Qatar Duty Free Chef Bibu Ranjit, representing the Louis Vuitton Lounge by Yannick Alléno at Hamad International Airport, received the prestigious Best Chef 2024 Award.
This featured 200 contestants from renowned hospitality establishments such as Ritz Carlton, Waldorf Astoria and St. Regis hotels. Seven chefs across the Qatar Duty Free network won a total of five gold medals, one silver medal, three bronze medals and one Sanitation Award.
Fleming said: “All of this means we have made the transition from being a restaurant operator at an airport to a hospitality and restaurant company.”
He also noted the FSSC 22000 food safety certification awarded to Qatar Duty Free for complying with global best practices and delivering “exceptional standards”.
That achievement made Hamad International Airport the world’s first airport to obtain the certification, which ensures that all its food & beverage offerings meet strict FSSC food safety standards and processes.
Fleming said: “It took almost two years to get to this point and it also underlines our commitment to quality.”
The results, he noted, speak for themselves. Compared to 2019, F&B sales have doubled, with average transaction values up +24% and spend per passenger +77% in the same period. F&B sales year-to-date in 2024 have climbed by +15%, with spend per passenger up an impressive +5%.
The flavours of Qatar and the world: The video expresses Qatar Duty Free’s commitment to excellence in the world of food and hospitality
Fleming said: “All of this comes from delivering quality, and presenting the right offer at the right time to all of the customers. Turning passengers into guests is a big part of our commitment, and that also includes the 20,000 staff who eat at our restaurants every day.
“To take consumer-centricity to the next level we want our guests to not just say they had a great airport meal, but that they had simply great food.
“As we look at this continuous improvement and evolution, customers know more about and expect more from food.
“They don’t just compare the experience anymore to what they had at another airport. They compare it to what they had at home or at the coffee shop downtown or at their favourite restaurant. It is human nature to think about food that way.
“So we are looking at that now and considering this as a greater goal. We want Hamad International Airport to be considered as an international dining location by itself.”
Qatar Duty Free received five gold medals, one silver, three bronzes and a Sanitation Award in the 2024 Qatar Chefs Challenge, hosted by the World Chef Association-affiliated Qatar Culinary Professionals F&B industry body
Indian inspiration
‘Unboxing the flavours of BLR’ was the subject of a compelling presentation about Kempegowda International Airport Bengaluru and its recently opened Terminal 2 by Pravat Paikray.
He discussed Bangalore’s vibrant culture, cuisine and unique characteristics as well as the food of the region from conventional to contemporary, and how this is reflected in the airport F&B space.
He began with a reference to the popularity and importance of local cuisine and drinks such as idli, dosa and coffee from the south of India, highlighting also how Bangalore is home to some of Asia’s largest craft breweries.
Assessing what customers today are looking for, Paikray listed five elements:
- Good food in a great environment
- Global and local flavours
- Sustainability
- Convenience and accessibility
- Social and environmental impact
How does this translate to the airport? Paikray said the blend of brands, from traditionally local to first-time international names coming to India, was one part of the answer.
Bangalore International Airport's Pravat Paikray gave a snapshot of the travel hub’s diverse F&B venues and lounges
“If food is the new fashion, our chefs are the fashion designers. We have a lot of chef-driven concepts.
“Also the airport lounge is another interesting element of airport hospitality. The 080 lounge brings back the luxury associated with flying, makes every lounge visit memorable, and pairs this with a great culinary experience.”
Paikray also underscored the huge importance of empowering and nurturing local hero brands, which sit alongside global names in the same space for a blended offer.
He also highlighted convenience and accessibility as key factors influencing consumer choice. Every restaurant at the airport has a grab-and-go option for time-pressed travellers.
Technology also plays a key role in terms of driving efficiency and enhancing the experience.
In terms of sustainability, ingredients used are sourced from within 50 miles of the airport, as well as the building being LEED-certified.
Highlights of the diverse Kempegowda International Airport Bengaluru dining range in two videos
Paikray closed with a stirring story of purpose, diversity and inclusion. Bengaluru Airport is a pioneering supporter of Mitti Café, a social enterprise in India dedicated to empowering individuals with disabilities by providing them with opportunities for economic independence and dignity. [Mitti Café Founder and CEO Alina Alam and Bangalore International Airport Limited later won the 2024 FAB Humanitarian Award for their opening of the first airport Mitti Café -Ed].
“This is close to our heart. Just after COVID, we opened two restaurants called Mitti Cafés, which are completely managed by people with different abilities.
“It got instant acceptance from passengers and the community. Media picked it up and it became instantly viral. Soon almost every airport in the country, every mall in the country, every business park started opening cafés. The government took note of it, and today The Supreme Court of India has a Mitti Café and the President of India’s office has one too.
“It shows that just one initiative by an airport can create a movement across the nation. It is incredible to witness the societal impact it has created in terms of creating a platform to give a dignified livelihood to so many people. This is what we call the magic of abilities.”
*Click here for the powerful and moving Mitti Café story.
FAB eZine
August 2024
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